Lesson #1- The Big Picture

• Define the concept of great customer service within an orthodontic practice.
• Explain why exceptional customer service is essential to practice success, retention, and referrals.
• Identify the cultural, behavioral, and procedural components that create a service-oriented practice.
• Recognize how individual roles and actions contribute to the practice’s overall service performance.

Lesson #2- Evolving Expectations

• Describe how cultural and generational shifts have changed expectations around customer service.
• Identify how today’s patient expectations differ from those of the past.
• Recognize how evolving expectations influence every stage of the patient journey.
• Prepare to adjust communication and service strategies to meet modern expectations.

Lesson #3- Delivery

• Identify key touch-points where positive experiences can consistently be delivered.
• Develop actionable strategies and scripts to create positive patient interactions.
• Demonstrate ways the team can provide service that exceeds baseline expectations.
• Monitor and refine service behaviors to ensure consistency and reliability.

Lesson #4- Staying Fresh

• Identify emerging customer service trends relevant to orthodontic practices.
• Plan for continuous improvement and innovation in service delivery.
• Recognize the needs and behaviors of the next generation of patients.