DENTAL CUSTOMER SERVICE TRAINING FOR TEAMS WHO WANT PATIENTS TO FEEL THE DIFFERENCE
One-day in-practice training workshop | Quality Assured CPD | £2475 including VAT for up to twelve people.
Patient service is not a script. It is the pattern of behaviour your patients come to expect from your practice.
Your website may say calm, caring and professional. Your team may want to do the right thing, but patients experience the practice through small moment. These moments matter, the first phone call, the welcome, the handover, the explanation, the fee conversation, the wait, the follow-up and the way the team behave when the day becomes difficult.
Get Serving helps your team understand what great service should feel like in your practice, not in a generic customer service manual. It is about creating a patient journey that is clear enough for the team to own and human enough for patients to trust.
The question is simple: what should “the way we do things around here” actually mean to a patient?
Why this matters
Patients notice more than we think. They notice whether the team seem calm or tense, whether people communicate well, whether the handovers make sense and whether the practice behaves in line with what it says it believes.
Most dental teams already know what good service looks like in theory. The gap is rarely care, the gap is usually clarity, consistency and ownership.
Get Serving gives the whole team time to step into the patient journey, see the moments where trust is built or weakened, and agree what better service should look like in daily behaviour.
What is Get Serving?
Get Serving is a one-day, in-practice training workshop for the whole dental team. Together, we explore your patient journey before, during and after each visit. We help your team identify the moments that matter, the frustrations that keep repeating, and the behaviours that would make you proud of the way your practice serves patients.
What your will learn
- How to define service as behaviour, not as vague intention.
- How to map the patient journey from enquiry to follow-up and notice where trust is built or lost.
- How to help reception, nurses, clinicians and managers understand their part in the same patient experience.
- How to replace “everybody thought somebody else was doing it” with clearer ownership.
- How to create patient service standards that feel like your practice, not a borrowed script.
- How to turn small repeated frustrations into practical improvements the team can own.
Is it right for you?
Yes, if:
- You want patients to feel a more consistent experience from first contact to follow-up.
- Your team care, but the patient journey still feels variable.
- You want service standards that are lived, not printed and forgotten.
- You want your team to think about patients rather than wait to be told what to do.
Probably not, if:
- You want a generic customer service course.
- You want scripts for every situation.
- You are not prepared to change the standards you tolerate as an owner or leader.
What happens next?
Book an hour to talk through your patient journey and the service moments that keep frustrating you. We will explore whether Get Serving is the right workshop for your team.
Is Get Serving only for reception teams?
No. Reception is important, but patient service is created by the whole practice. The workshop is designed for the team members who shape the patient journey.
Will you tell our team exactly what to say?
No. Reception is important, but patient service is created by the whole practice. The workshop is designed for the team members who shape the patient journey.
What does the workshop focus on?
The patient journey, team ownership, service behaviours, handovers, first impressions, follow-up and the moments where trust can be strengthened or weakened.
KEVIN ROSE
I’m delighted you are here because it means that you’ve recognised it’s time do something about ‘going to the dentist’ and that it’s not just about doing more things, it’s also about better things.
I set up Rose & Co in 2009 from my kitchen table when my best mate (and dentist) asked me to ‘fix’ his dental practice. With what I have learned since then and the community of dental practice owners that I am proud to work with, we are building better dental businesses, and that makes the world a better place.
TALK NOW
WHEN WAS THE LAST TIME YOU LOOKED AT YOUR DENTAL BUSINESS?
To explore how we can help you with your dental business, book a free call with us.
We understand you’re busy, so book online to save lots of shenanigans with diaries. You can go old school too and send an email to connect@roseand.co and we’ll get things sorted that way.