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1Levin Group, USA.
Compendium of Continuing Education in Dentistry (Jamesburg, N.J. : 1995)
|January 14, 2005
Abstract:
Carrying out a few random customer service tips on an erratic basis does not help a practice grow and will not be sustainable because of staff turnover. However, currently having a long-term staff does not mean that outstanding service is being provided. Even a practice with a long-term staff can improve in service. Only through customer service measurement can you determine whether you are consistently exceeding patient expectations.
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02:20Routes of Persuasion
Persuasion is the process of changing our attitude toward something based on some kind of communication. Much of the persuasion we experience comes from outside forces. How do people convince others to change their attitudes, beliefs, and behaviors? What communications do you receive that attempt to persuade you to change your attitudes, beliefs, and behaviors?
01:52Persuasion Strategies
Researchers have tested many persuasion strategies, including the foot-in-the door and the door-in-the-face techniques, in a variety of contexts. Ultimately, the principles are effective in selling products and changing people’s attitude, ideas, and behaviors (Cialdini & Goldstein, 2004).