Please observe, this session is being simulcast on the AADOM Fb Web page, the AADOM LinkedIn Web page, and the AADOM YouTube Channel to view on 8/27/24 at 1:00 pm Japanese
This DISTINCTIONcast dives into the secrets and techniques behind Disney’s famend customer support, particularly specializing in “Service Restoration.” As a graduate of the Disney Institute, Kristi Abrahamsen, DAADOM, will share invaluable recommendations on how Disney solid members are skilled to deal with complaints successfully, making certain a constructive final result for all events concerned.
Uncover how Disney’s strategy to Service Restoration goes past merely resolving points—it goals to reconcile and salvage visitor relationships. You’ll be taught sensible strategies to humanize complaints, acknowledge buyer feelings, and use Disney’s easy HEARD (Hear, Empathize, Apologize, Resolve, Diagnose) acronym to navigate via the restoration course of efficiently.
Whether or not you’ve handled service failures in your dental observe or some other customer-facing function, this webinar will equip you with the talents to handle upset sufferers successfully. Learn to create a secure setting, take detailed notes, empathize sincerely, provide achievable and acceptable resolutions, and diagnose the basis reason for service failures to forestall future occurrences.
Don’t miss this chance to reinforce your customer support abilities and guarantee your observe can deal with challenges confidently and gracefully, identical to Disney!
DISTINCTIONcast begins at 1:00 pm Japanese on our AADOM Fb Web page, the AADOM LinkedIn Web page, and the AADOM YouTube Channel
Speaker: Kristi Abrahamsen, RDA, DAADOM
Kristi Abrahamsen, RDA, DAADOM is the Administrative Medical Supervisor for the Predoctoral Clinics on the College of California, San Francisco Faculty of Dentistry.
Kristi presently leads a 10-team member Administrative Staff supporting 268 dental scholar suppliers and 5 college Group Observe Leaders. The UCSF Predoctoral Clinic is the biggest clinic within the UCSF Dental Middle with 104 dental chairs ensuing with over 300 affected person appointments per day. She is proud that her clinic cares for probably the most underserved inhabitants with over 35,000 appointments per yr and is the biggest Denti-Cal (authorities assisted) supplier in her house state of California.
Along with her each day duties, Kristi has been tapped to take a seat on a number of UCSF Committees together with the High quality Assurance Committee/ Threat Administration, Medical Affairs Workgroup, Operational Power Committee and the Epic Knowledge Implementation committee making UCSF the primary tutorial well being system within the West to merge medical and oral well being information right into a single digital well being document referred to as EPIC. Kristi labored instantly with our EPIC staff to implement enhancements to the EHR; and in consequence, she is accountable for many of the options which were custom-made for the Dental Middle, which has streamlined check-in, scheduling, and therapy planning for all suppliers. However Kristi is most pleased with her work with the UCSF Clinic Curriculum Workgroup which can deliver a complete Observe Administration course to the 2026 DDS Curriculum Program, a primary for any dental faculty within the nation. Her efforts will influence the long run leaders in dentistry for a few years to come back.
Kristi is the recipient of two UCSF Spot awards recognizing her efforts not just for the Epic Knowledge Implementation, however her skilled administration of a disaster incident defending the scholars and school she adores working with. Kristi regularly lectures to college students and residents on subjects resembling “Hiring and Onboarding Associates”, “Buyer Service Excellence”, “Clinic Necessities”, “KPIs of Dentistry” and “Finance Necessities” as a part of Scholar Orientation into the Faculty of Dentistry program. She is a continued supporter of different AADOM members together with Joanne Miles, MAADOM who was invited as a featured speaker for the UCSF Dental College students.
Kristi was just lately chosen to symbolize the Faculty of Dentistry for the UCSF Management Institute Program, a nine-month initiative to additional develop management abilities essential to navigate the administration of educational well being facilities, together with monetary administration, change administration and product administration. Kristi was hand chosen for this unbelievable alternative by Eunice Stephens, Affiliate Dean of Administration and Finance and Dean Michael Reddy’s Chief of Employees. She was the earlier AADOM’s Bay Space Chapter President and was nominated as AADOM’s Observe Supervisor of the Yr Award for each 2020 and 2023. She is a proud AADOM Lifetime member and an lively member with the Triangle Dental Connection. Kristi is an advocate for continued skilled progress and acquired her FAADOM, MAADOM and DAADOM being the very first DAADOM graduate to cross the stage in 2021.
She is worked up to share her de-escalation suggestions with you that she has realized as an alumnus of the Disney Institute and her actual life-experiences in personal observe and tutorial establishment settings.
