A tried and tested 5-step process to help practices deliver an excellent customer experience over the telephone.
What is it?
The first session looks at the why and how of client communication over the telephone – why it matters and how to get it right. We cover a range of key topics over two and a half hours:
- What is the customer experience? What does a ‘good’ and ‘bad’ experience feel like?
- Understanding the customer journey to and through the practice
- The Peak-End model of memory creation
- What is the Zero Moment of Truth and why does it matter?
- Using ‘listen, empathise, personalise’ to create an action plan
- Introducing the 5 Steps
In the second session we focus on what you need to do in order to deliver a consistently excellent telephone customer experience:
- Reviewing studies evidencing how choice of words is crucial
- Introducing the concept of recipient design, tailoring conversations according to the differing styles and needs of clients
- Looking at a range of common communication models
- Breaking down the 5 Steps in detail, with practical examples of how to implement each
Small group, maximum of 8 delegates, total 5 hours CPD – interactive style workshop. All delegates will receive a CPD certificate after the workshop.
This workshop will be run on Zoom. You will need to have sound, vision and a mic on your device as all delegates need to participate throughout.
The Veterinary Conference program has been released!
Alison looks forward to joining you - see what is on here!
Ed the cat joined a team for a workshop Alison was delivering on her Australian trip!
Always nice to have a furry friend join in, even to sit on the materials 🐱🐱
Alison spent the evening with BSAVA talking about how to have conversations with clients in the unplanned consults.
We covered a lot of ground and the journey starts well before the consult took place.
Start with the “Bit before you”
What has happened before you say hello?
Life is complex and we do need to know more about how owners end up in front of you.
Their journey matters,
Their start point matters,
And people care deeply about their pets.
Of course we went a bit off piste into skills gaps, loo roll choices and ethical challenges … but we did! Worth a listen if you have access ☺️
#Onswitch
#BitBeforeYou