May 27, 2022

Course Title – Up Your Service – Customer Service and Communication Skills to Build Your Practice

Providing superior customer service (patient care) is essential to continued success in a competitive world. But too many still regard service as “the fuzzy stuff” – they don’t know how to measure, manage or make it happen on a companywide scale. Great service requires more than learning office protocols and standard procedures. Only a fully embedded service culture at all levels delivers sustainable results that boosts practice productivity.

Watch and learn specific action steps you can take to fly over patients’ rising expectations and immediately improve the quality of service delivered in all areas of the practice. Learn techniques to enable everyone on your team to choose the right style of service, delivering the right experience in all situations and for each patient they serve.

This program will help you dramatically improve customer service performance and build a strong service culture as a sustainable advantage. Learn the top ten tips to build a customer service culture for your practice that will yield measurable results.

During this interactive program you will learn how to:

• Differentiate your practice with key words and phrases
• Tell your story to profoundly define your practice culture
• Discuss fees, insurance limitations and office protocols without being punitive or apologizing
• Ask the right questions and make the right statements to help patients commit to care.
• Monitor the statistics that really matter
• Create a bigger than WOW experience

Presented By – Debra Englehardt-Nash

Debra Engelhardt-Nash has been in dentistry over 30 years. She has presented workshops nationally and internationally for numerous study groups and organizations.  She is a repeat presenter for the American Dental Association, Chicago Dental Society and the American Academy of Cosmetic Dentistry. She has written for a number of dental publications and has been honored twice as author of the year for her contributions to dental journals. Debra was also an instructor for the Central Piedmont Community College Dental Assisting Program and a guest instructor for Medical College of Georgia School of Dentistry, the University of Minnesota and Oregon Health Sciences University.
She is Co-Founder of the Nash Institute for Dental Learning in Huntersville, NC where post graduate training in cosmetic and esthetic dentistry and the business of dentistry is taught to practicing dentists.
Debra is a founding member and served three terms as President of the National Academy of Dental Management Consultants. Debra is also Vice President Elect of the American Academy of Dental Practice and a board member of Speakers Consulting Network. She serves on the Practice Management Advisory board for the American Dental Association and Editorial Advisor for Dentistry Today.
Debra has been listed in Dentistry Today as a Leader in Continuing Dental Education and Dental Consulting. Debra was awarded the American Dental Assistants Association’s Distinguished Service Award. She was also listed as Top 25 Women in Dentistry and the 2015 recipient of the Gordon Christensen Outstanding Lecturer Award.

Course Time – 8:30 am – 4:00 pm

Credits – 7 CE credits (4- AM, 3 – PM)

Location – The West Shore Country Club

100 Brentwater Road, Camp Hill, PA