12-Month Course Access
Provides:
- 4-lesson course perfect for anyone who interacts with customers and patients
- Course assessments to check progress and knowledge
- 8 CE credits
Price range: $300.00 through $340.00
Course Length/Learning Time: 10 hours
The Academy of Customer Service is an online-based course for team members that have a desire to increase customer satisfaction in all aspects of business today. Authored by leading customer service extraordinaire, Susan McElvy, this program will help your team create service-centered goals that help drive and sustain a culture that your patients can see and feel. As a consultant for Fortune 500 companies, sports teams, and orthodontic practices, Susan has designed this program to teach not only how to provide great customer service, but also the ways you can meet and exceed the evolving expectations of customers today.
The Academy of Customer Service creates consistent customer service expectations for your team and creates a baseline for patient experience and satisfaction.
Meet your instructor
With more than 25 years of experience in orthodontics and business management, Susan McElvy has built a career dedicated to strengthening practices and developing high-performing teams. She began her career in Florida with a progressive orthodontist who emphasized the importance of customer service, later expanding her expertise in leadership and team development through work in the IT side of orthodontics. As Director of Consulting for a major management company, she oversaw more than 350 locations before founding Imagine Consulting Group to help practices build strong foundations and achieve long-term success. At Trapezio, she is the author of the Academy of Customer Service course, where she shares proven strategies for improving communication, elevating the patient experience, and empowering orthodontic teams.
Educational and Learning Objectives Explored
1. The Big Picture
In Lesson 1 In this lesson, participants will define exceptional customer service in an orthodontic practice, understand its impact on practice success, retention, and referrals, and recognize how culture, behaviors, procedures, and individual roles work together to create a service-oriented practice.
2. Evolving Expectations
Module 2 explores how cultural and generational shifts have changed patient expectations, how those expectations differ from the past, and how evolving expectations influence communication and service strategies throughout the patient journey.
3. Delivery
Module 3 focuses on identifying key touchpoints for delivering positive experiences, developing actionable strategies and scripts for patient interactions, demonstrating ways to exceed baseline service expectations, and monitoring service behaviors to ensure consistency and reliability.
4. Staying Fresh
Lesson 4 highlights emerging customer service trends in orthodontic practices, emphasizes continuous improvement and innovation in service delivery, and explores the evolving needs and behaviors of the next generation of patients.
Release Date: October 18, 2021 / Review Date: October 18, 2024 / Expiration Date: October 18, 2027
