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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.
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.
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.
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.
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.
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.
This workshop helps staff members to identify currently inadequate patient education processes and to develop simple and more effective education dialogues.
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.
This workshop is designed to help a practice to develop standard processes to move patients between stages of an office visit without communication breakdowns or delays.
This workshop helps staff to identify everyday opportunities to exceed patient expectations and to identify the concrete words and behaviors that will be perceived as going “above and beyond.”
This workshop is designed to help staff members to define concrete behaviors to express tender loving care to the small segment of patients who produce the most revenue or are the best referral sources.
This workshop is designed to help staff members to identify the most frequently occurring service breakdowns. The goals is to develop standard methods to eliminate service defects and resolve then when they occur.
This workshop is designed to aid in the development of standard presentations of frequently dispensed products. The goal is to assure patient understanding and acceptance of recommendations.
SUNY College of Optometry
New York, NY
Additional dates will be announced soon.
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