Program description for client promotional purposes:

Minding Our Manners: Courtesy and Its Impact in the Successful Practice

Courtesy makes a strong comeback! As society becomes more demanding, fine-tuning courtesy toward patients can make a significant difference in patient retention, treatment acceptance and your likelihood of earning referrals. Taught by a certified trainer of Professional Protocol, participants will learn what the most demanding and discerning patients perceive as the keys to courteous behavior. You will learn how to implement these behaviors in the practice.

If your patients seem to be more critical, if you have an aging patient base, if you are finding it more challenging to keep your most valued patients in your practice or if you have new hires or a jaded team, it may be time to reevaluate your team approach to courtesy. You'll leave this session with specific tips on ensuring that patients view your office as special.

Content will include:

The real meaning of "Common Courtesy"

The top "Do's and Taboos" of courtesy from the patient's point of view
Practical application of courtesy in the dental practice
Role-playing: practice makes perfect
The importance of sincerity and genuineness in communication
Courtesy toward teammates
Courtesy in collegial relationships with other practices

PROMOTIONAL BIO/BLURB:
(Note: Introduction is sent as a separate document)
Suzanne Boswell is a "mystery patient" who visits offices undercover and researches patient attitudes. She brings over 30 years of customer relations experience in a wide variety of fields. She is a certified consultant in Professional Protocol. Her book, "The Mystery Patient's Guide to Gaining & Retaining Patients" is published by PennWell. She is featured on the ADA video, " The Patient Friendly Office" and she has an award-winning regular column in Dental Practice Report. A popular speaker on the dental circuit, Suzanne is known for high content, high-energy presentations that include the entire team and her seminars consistently rate highest marks.

KEY INFORMATION FOR THE MEETING PLANNER
AUDIENCE:
Doctors, marketing decision-makers and any team members who interact with patients whether in person, on the phone, or by mail.

IDEAL TIME FRAMES: Half day: 9:00-12:00 or 1:00-4:00 (2.5-3 hours)

ROOM ARRANGEMENT:
This program is appropriate for either classroom or theatre setting. Amphitheatre setting is also appropriate. No limitations to audience size.