Customer service and patient journey

Course Details

1 hour towards your annual CPD requirement
CPD development outcome
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Professional interest(s)
Course details

This course teaches dental teams how to ensure customer satisfaction and successful patient journeys. The course will help participants understand the importance of providing quality customer service while also helping them create comprehensive patient journeys tailored to each patient.

Participants will learn how to develop a clear plan for their practice that outlines the steps involved in delivering high-quality customer service and ensuring the best patient and provider outcomes. They’ll learn how to handle difficult customer interactions with empathy and understanding and how to create a positive environment in the practice setting.

Aims and objectives

 At the end of this course, you should:

  • Understand the impact that both excellent and poor customer service has on your customers
  • Know how to communicate effectively with patients, in person, over the phone and via written mediums, including how to identify patient needs and build rapport with them
  • Understand the common problems and complaints you may face in a customer service role, how to handle complaints efficiently, and how to deal with difficult or dissatisfied patients
  • Understand why obtaining patient feedback is important and how you should respond to comments and reviews.

Relevant For:

Dental therapist
Dental hygienist
Orthodontic therapist
Clinical dental technician
Dental nurse
Dental technician
Orthodontic nurse