This course helps eye care teams elevate patient experiences through exceptional service at every touchpoint. From front desk to billing, participants learn how first impressions form, why names and language matter, and how to deliver personalized care. Drawing lessons from leading brands like Ritz-Carlton and Chick-fil-A, the course provides practical communication strategies to boost satisfaction, loyalty, and reviews—empowering staff to create memorable, patient-first experiences that distinguish their practice.
Learning Objectives:
Upon conclusion of this activity, attendees will be able to:
Explain the importance of first impressions in an optometric practice and identify behaviors that create a welcoming environment
Differentiate the customer service expectations for each office role: front desk, technician, scribe, optician, billing/coding, and manager
Demonstrate effective communication skills, including phone etiquette, use of patient names, and delivery of difficult information with empathy
Apply a patient-first mindset by customizing service strategies to meet the needs of individual patients
Analyze best-in-class service models (Ritz-Carlton, Chick-fil-A, Chewy, etc.) and connect these practices to eye care
Recognize the impact of customer service on patient satisfaction, online reviews, repeat business, and referrals
