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This research paper: This is a 5 page paper discussing various suggestions and opportunities for customer satisfaction and retention in a dental practice. Assessment of the information available on the web site of Dr. Sandra Finch, D.M.D (www.drfinch.com), provides the reader with a good outline of the services available in her dental practice in White Rock, British Columbia. The web page gives background, education and training information about Dr. Finch herself under “Meet the Doctor” as well as other customer services areas such as “About the Practice”, “New Patient Information”, “Cosmetic Dentistry”, “Testimonials” and an email contact address under “Contact Us”. The importance of the customer/patient is emphasized throughout the web site and the invitation is also extended to welcome new patients. However, in order to retain her current patients and attract new patients, various customer relations procedures could be introduced which would provide a unique edge over the competition. These practices could include increased advertising through other areas of the media, public speeches to local social groups, customer satisfaction surveys, setting up a referral network, larger access through the web page, guaranteed appointment times and extended hours among other suggestions.
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