Day 1: Excellence in the Patient Experience

Thursday, April 28 from 1:00 to 4:00 p.m. (12:30 p.m. registration)

By exploring the award-winning business practices of The Ritz-Carlton, you’ll discover how a service excellence culture results in a patient-centric environment, through engaged employees. You’ll be guided through The Ritz-Carlton Gold Standards, the foundation of our iconic, global brand. You’ll also visit our key processes such as on-boarding, employee empowerment, and patient empowerment that lead to service excellence and sustainable success. By understanding the proven strategies of The Ritz-Carlton, you will collect new insights that can be applied to your dental practice.

Course objective you will discover the Ritz-Carlton road map for:

• Differentiating your healthcare organization from the competition by consistently offering service excellence and clinical excellence.
• Developing a patient-centric culture within your organization to drive patient experience.
• Establishing robust operational systems in order to reduce mistakes and rework and improve safety.
• Ensuring patient engagement to further your organization’s recognition and reputation.
• Improving your employee engagement through service values and empowerment to reduce turnover.

Day 2, Part 1: Memorable Customer Experiences

Friday, April 29 from 9:00 a.m. to 12:00 p.m. (8:30 to 9:00 a.m. registration)

The Ladies and Gentlemen of The Ritz-Carlton take service excellence to the highest levels every day. You must have your “Radar on-Antenna Up” and stay in the moment to extend personal service. This program shows you The Ritz-Carlton method for fulfilling not only the expressed but also the unexpressed wishes and needs of your patients. You will be introduced to the skills needed for authentic patient engagement. You will learn about the importance of personalized experiences that will surprise and delight your patients and can impact your bottom line. This course will show you how memorable customer service can generate word-of-mouth marketing and help you stand out from your competition.

Course objective you will be introduced to the Ritz-Carlton service model for:

• Providing anticipatory service that creates passionate advocates of your brand.
• Crafting unique, memorable and personal experiences that prevent your patients from feeling like they are simply another transaction.
• Developing a written service strategy to ensure consistency and cultivate loyalty.
• Avoiding embarrassing loss of sales and missed opportunities by ensuring your employees are not on auto-pilot.

Day 2, Part 2: Customer Service Reenergized

Friday, April 29 from 1:00 to 3:00 p.m. (12:00 to 1:00 p.m. lunch)

When should your patients receive excellent service? Always. This is the most important word in service. No matter how long employees have worked in the service industry, they can always benefit by going back to the basics. Your employees must be experts in the fundamentals of customer service—offering genuine, caring service consistently. This highly interactive program focuses on The Ritz-Carlton five golden rules as well as the essential components of customer service. Every patient interaction impacts your brand, and each employee can help move your organization down the path of service excellence. By reviewing the most important skills of customer service, you will be prepared to consistently meet the expectations of your patients.

Course objective you will be introduced to the Ritz-Carlton road map for:

• Practicing etiquette, civility and manners to promote a positive and engaged environment for patients and colleagues.
• Determining when to apply extra effort in order to create personalized service.
• Accepting personal accountability and responsibility for the success of your team.
• Understanding how your appearance and communication skills impact your organization’s brand.
• Embracing safety, conservation, and cleanliness to create a hygienic and accident-free workplace.

Day 2, Part 3: Debrief & Facilitation

Friday, April 29 from 3:00 to 4:00 p.m.

After three informative sessions, one hour will be set aside to answer the “How” question that will likely be looming in all of our heads. Putting the three previous sessions together and sending you off in an organized way to fully understand what it will take from the Team and the Leader to create the new standard for your patient experience is essential. This session will focus on creating alignment within your Team and preparing each participant to begin making this change and learning how to make it stick.