Service Excellence Workshops

MBA Service Excellence Workshops are designed for use in staff meetings, moderated by either a practice owner or an office manager. Each workshop outlines a service improvement process that has been developed by a leading service company or a consultant and has been used in other fields.

Never Say "No"

This workshop is designed to create a series of standard responses that staff might use when faced with the need to deny commonly heard patient requests. The process will sensitize staff to the need to avoid direct denials of patient requests, even for unanticipated requests.

"Everything Speaks" Checklist

This workshop looks at how the Disney concept that "everything speaks" in the experience of a guest can be applied toward providing memorable service experiences to the patients in your optometric practice.

Service Mapping

This workshop is designed to help staff and doctor to develop a detailed standard process for each stage of a patient’s office visit. The goals is to assure favorable patient impressions.

Expressing Empathy

This workshop is designed to sensitize doctor and staff about common patient anxieties during office visits. The goal is to develop effective verbalizations of empathy.

Creating New Patient Loyalty

This workshop to designed to help a practice to develop special handling processes for new patients during their first office visit. The goal is to assure return visits.

Patient Education Standards

This workshop helps staff members to identify currently inadequate patient education processes and to develop simple and more effective education dialogues.

Encouraging Yearly Eye Exams

This workshop is designed to analyze the current patient education process of the office relates to reinforcing the importance of yearly exams. Staff learns how to develop a standard process to repeatedly communicate the benefits of yearly eye exams during office visits and in other patient communications.