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.


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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01476 565343