Onswitch – 7 Steps

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.


1 day ago


We know explaining that a beloved pet has passed away can be hard to do especially with children thats why we have our 'Missing My Pet' books giving you the this story to tell in the words of a 6 year old.

The book also comes with practical advise for parents making this time a little easier.

They are now live and available to shop on our website!

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5 days ago


This week Sophie C our General Manager has been to Cyprus for the MSPA (Mystery Shopper Providers Association) conference!

This was a great way to share experiences and new ideas so we can be the best and most up to date on our service delivery of our mystery shopping programme the Onswitch Index!

Many other MS providers from all around the world in different industries came together to talk about hot topics such as AI, reaching Gen Z, emotional intelligence and we hear there was even a bit of karaoke 😉
Because work-fun balance is key right?!

Sophie is also a bit cat lover and couldn’t resist documenting this friendly fellow at an evening dinner 🐱
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Contact Us

01476 565343