Telephone Skills – 5 Steps

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.

  • Jackie Elsey, our Customer Care supervisor, receives the Index mystery shopper report each month. The charts are clearly presented, so it’s easy to see how we’ve done, compared both to recent months and to the national average in each measure…

    Willow Veterinary Centres

  • We use the Onswitch Index every month as an accurate and effective tool to randomly monitor the quality of our call answering. In this way we ensure that we maintain our high standards and can give the team appropriate feedback…

    Ian Stroud, Vet4Life

  • Thank you very much for the Mini Fixer Report – two have just come by post and they look really smart. I’ve put a keen member of the team on to it – she’ll look to action the recommendations…

    Anne Stewart, Robson and Prescott Vets

  • We’re always looking to further improve the service we give to our clients, – we pride ourselves on always going the extra mile, and our Mini Fixer is another tool to help us measure performance…

    Verity Johnson, Sandhole Veterinary Centre

  • The Fixer report weighed in at over 100 pages, detailing the findings of a range of research with clients, local owners and pet care businesses, as well as a comprehensive audit of four key aspects of our business…

    Jonathan Newman, Newman Watters Vets

  • Onswitch created and led a team session with us a few years back and I was really pleased with the results. Shaping our approach together, as to how we put the customer at the heart of everything we do, was so valuable…

    Adam Tjolle, Inglis Vets

Facebook

Onswitch

2 months ago

Onswitch

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 🐱🐱 ... See MoreSee Less

Photo

View on Facebook
·Share

Share on FacebookShare on TwitterShare on Linked InShare by Email

Twitter

Contact Us

01476 565343

info@onswitchaustralia.com