Be Our Guest! Implementing the Magic of Customer Service into Practice
1.0 CE Credit Hour / Veterinarians & Veterinary Technicians Track: Practice Management
Overview:
It’s no secret the magic behind Disney’s exceptional customer service is the people. Implementing actionable takeaways the Disney way into a veterinary hospital will ensure that we not only meet client expectations but we will exceed them. Attendees will learn Disney’s quality standards and have an opportunity to create their own mission and vision statement based off the key principles of Disney’s core mission. As someone who did their MBA thesis on the Disney customer service model, attendees will obtain a fully submersive experience of guestology.
Learning Objectives:
- Identify the meaning of customer magic and how it relates to our clients in veterinary medicine
- Comprehend employee engagement. Identify actionable measures to implement into practice tomorrow.
- Ascertain the 4 elements of successful work culture
- Recall the definition of guestology
- Recognize the customer compass and implement the 4 factors that affect client decision making into practice
- Identify the zone of exceptional customer service in veterinary medicine
- Distinguish the 4 key elements for Disney’s success
- Demonstrate veterinary industry partners who help enhance and elevate the client customer experience
Adam Christman, DVM, MBA
Adam Christman, DVM, MBA, is the chief veterinary officer for dvm360®—an MJH Life Sciences® company —who oversees content strategy and development and is the brand voice and personality for dvm360®’s multimedia channels, including dvm360 Live!™, The Vet Blast Podcast, continuing education webinars, and live media broadcasts. Christman also has been in private practice and shelter medicine for 18 years and is currently a member and treasurer of the New Jersey Veterinary Medical Association. He received his DVM degree from Iowa State University’s College of Veterinary Medicine in Ames, Iowa, and his MBA from Aspen University in Denver, Colorado.
Christman is a national thought leader, speaker, and author on practice management, social media, and rehabilitation, he has been featured in multiple publications and appeared on various multimedia shows throughout the United States, sharing his expertise and passion on all things veterinary medicine. As an avid social media influencer for animal health care, he has over 950,000 followers on TikTok and 53,000 followers on Instagram. He loves to engage with fellow pet parents and veterinary professionals across social media. Christman is an advocate of Pride VMC and Pawsibilities. He is also the proud dog dad to 4 dachshunds and believes no one should be deprived of the incredible human-animal bond.
This program has been approved for 1.0 hour of continuing education credit in jurisdictions that recognize RACE approval.
This program is sponsored by Wedgewood Pharmacy.
