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?

This workshop has two separate parts, each delivered remotely. You will need a device with good sound and a camera.

The first workshop session looks at the why and how of client communication over the telephone – both inbound and outbound calls.

Delegates then put their new skills into practice over a period of days and weeks, before returning for a second interactive online session. In this second workshop we reflect on what has worked well and refine the words and phrases we use to optimise the telephone experience.

 

This two-stage embedding of learning makes the 5 Steps Telephone Skills workshop powerful, memorable and unique.

 

Across both sessions you will learn about:

  • The importance of the phone in the customer journey
  • The ‘Opportunity to care’
  • Improving price checker call conversion
  • Improving phone customer care
  • Making more appointments
  • Becoming the best in your town at winning new clients

Small group, maximum of 10 delegates – interactive style workshop.

Facebook

11 hours ago

Onswitch

Another Tuesday comes around again

Time is flying as we head to the springtime

It’s a little brighter and #Shamii had a good look about today

He likes to sit on a car and peer at you all from a height

So what is he thinking today?

#OneVetTeam
#Cats
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1 day ago

Onswitch

The start of another week

And today we are inspired by a local food company Yummy

They deliver local produce to local communities

Onswitch HQ is based in Lincolnshire and we have seen this grow over the last year

The change in shopping habits,driven by covid, has been significant

The new ways to shop and buy goods and services has been profound and for many will be their “New Normal”

So as we enter the beginning of the end of covid lockdowns ( fingers crossed) now is the time to take stock of what is now normal and everyday in our veterinary world

What have owners learnt to do?
What have practices learnt to do?
What is now normal, that was rare pre covid?
What will stay post lockdown ?

All of these questions will drive systems and organisational changes, both for teams and clients

Examples such as pre pay and upfront payment for services that are now much more common

Subscription services for home delivered meds and food now so many options for clients

Drop off care Appointments with remote communications eg apps, web-chat and video consulting, again all embraced by clients

The role of the whole team in caring for clients , home working ,outbound calls and communications

The list goes on ....

So what will you keep from the last 12 months?
What new things have you done that have made a difference?

Have a great week

#OneVetTeam
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Twitter

And the link for @ISFMcats webinar https://icatcare.org/event/isfm-webinar-for-veterinary-professionals-free-access-the-kitten-opportunity/

Prepping sides for @ISFMcats session on kittens
First step is to invite them in when they call!
So first step is if they contact your practice via any means #Connect
#apps #webchat #call #offerAppointment 60% dont!
#care
#communicate
#connect

2

Done
Excellent organisation at Meres in Grantham for covid part 1
Simple
Sorted
Thankyou
#hadmyvaccine

Quite! https://twitter.com/onswitchltd/status/1364670437091930112

https://onswitch.co.uk/eschew-obfuscation-espouse-elucidation/
Blog pondering
#Communication #clarity

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Contact Us

01476 565343

info@onswitchaustralia.com