1. The Four Cs, Faqs and Futures (taking customer service to
the next level)
2. Overview
Review of key points from Day One
The Four C Game what matters most
FAQs and Brand Standard answers
The Futures Game
3. Moments of truth A moment of delight or disappointment that
has a disproportionate effect 4. Satisfied with the dentistry and
its outcome Dissatisfied with the dentistry and its outcome
Dissatisfied with relationship Satisfied with relationship
Vulnerable to the competition Raving fans Saboteur Give you a 2
ndchance 5. Willing to invest in dental appearance Basic dental
health Rude/disrespectful Friendly/respectful
Conflict resolution:
Permission
Perception
Feelings
Change
Golden Ask to find another dentist unable to meet your customer
service expectations Bread and butter 6. The conversation
The rapport building conversation
The soft-fact conversation
The clinical conversation
The business conversation
Do you have the time?
7. The smile/facial check
Simple questions
Opinions
Menu
At the first meeting
At review meetings
8. The Referral System
Terms and conditions
End of treatment letter
Newsletter permission
Referral card
Web site
Social media
9. The Positive Focus
5 main achievements
Reasons why
Further progress
Specific actions
10. The Four Cs Game 11. The Four Cs Game time to split into new
teams
Dentists
Therapists/Hygienists
Nurses/TCOs
The Welcome Team
Telephony/Reception
Admin & Management
12. The Four Cs Game the questions
Based on how you work currently
What are the %s for each quality and why?
In an ideal world what would the %s be and why
What roadblocks are preventing you reaching your ideal?
13. FAQs and Brand Standard answers 14. FAQs and Brand Standard
answers
Your top 5 Frequently Asked Questions
Dentists
Therapists/Hygienists
Nurses/TCOs
The Welcome Team
Telephony
Reception
Admin & Management
15. The Futures Game back into practice teams
Top 5 Objectives for the coming year
Action plan for how they can be achieved
Roles
Deadlines
Accountability
Presentations
16. The 21C team at work 17. DBC - Outcomes 18. DBC - Services
19. DBC - Communication 20. DBC - Mastermind 21. DBC Mastermind
testimonials 22. Follow me. 23. Overview
