Tried and tested 7-step process focusing on the unique role of vets and RVNs to help enhance communication skills.
What does this course cover?
The first workshop session looks at the why and how of client communication in the consult – 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 make treatment plans
- Introducing the 7 Steps
Delegates then spend a week or so reflecting on learnings and refining their own practice, before returning for a second interactive online session.
In the second workshop we focus on what you need to do in order to deliver a consistently excellent customer experience in the consult, whether in person or via virtual means:
- 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 7 Steps in detail, with practical examples of how to implement each
This two-stage embedding of learning makes the 7 Steps Consult Coaching Skills workshop powerful, memorable and unique.
Small group, maximum of 8 delegates, 5 hours CPD – interactive style workshop.
This course is run on Zoom, you will need a device with sound, camera and mic as all delegates are required to participate throughout. Each delegate will receive a CPD certificate following the course.
It's past the 10th of the month so your Onswitch Call Coaching results will have landed with you if you are subscribed!
Time to listen to your calls, review your report and re-focus the team.
What went well?
What needs to be done differently?
What support do the team need?
Message us if you'd like support materials to self review your Onswitch calls and we will email you them!
Remember, the phone remains the predominant touch point in the customer journey especially when owners are worried.
For those new to leading a team or are interested in fine-tuning their skills our Managing and Coaching Teams to Success course is for you!
Not only does this course come with a complementary team survey, and personality profile, delegates come away with 👇
- A deeper understanding of what motivates the people within their team
- Understanding different responses to change and how to apply this understanding when facilitating change
- How to deliver feedback on an individual level
- Understanding personality types and tailoring your communication effectively
- Setting goals and understanding how you will support your team to achieve them
Join us in February for our next intake! Dates for this interactive workshop are Thursday 6th and 13th February 10am-12:30pm
Happy New Year folks!
If you are goal setting for the year, remember there are 365 days not just January!
Have a balance between realistic goals and something to strive for! Consider the bigger picture of where you and your practice wants to be and achieve!
Could any of these be your goal?
1⃣ Keep COG's at X% per month
2⃣ Maintain a client NPS of X
3⃣ Get a Team NPS of X
4️⃣ Reach X of calls are answered every month
Whatever your goal is, have a plan on how you will achieve it. Who's involved and who's responsible for which part?
A goal doesn't happen by itself, a plan doesn't happen without implementation - do it as #OneVetTeam
Happy 2025!