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.
🎓 Have a new or recently qualified graduate among the team?
We are welcoming specifically new and recently qualified graduates onto both our 7 Steps consulting skills in September and our Managing Difficult Situations course in December.
Delivered by Alison Lambert, these courses will allow new graduates to come together learning how to nail their consult room experience, communicate well with owners and know how to have tricky conversations when they do arise.
We know that adopting the 7 Steps framework is good for pets, good for owners, the clinician and the practice! We also know it is great for giving graduates confidence in running consultations and by attending the difficult situations workshop too, allows them to have the toolkit of skills as they embark on their career with you.
Our graduate specific intake of the 7 Steps Course is running in two parts via zoom on:
Part 1: Wednesday 11th September 10am-12:30pm
Part 2: Wednesday 25th September 10am-12:30pm
Our Difficult situations course is running again in two parts via zoom on:
Part 1: Tuesday 3rd December 9am-11:30pm
Part 2: Tuesday 10th December 9am-11:30pm
Delegates will have the option to join a WhatsApp group to give them additional community and support.
Book your place today!
Over the last week the Onswitch team have been on the move delivering multiple team workshops, consultancy days, a site visit and senior team meetings!
Lots of post it notes, stories, sharing of experience and journeys 👏
Reignite your client experience on the phone in just 5 Steps with our 5 Steps Telephone Skills!
Delegates will get a deeper understanding of the client journey and why their role matters in connecting patients to clinicians.
Practice's see an improvement in their overall client experience on the phone, engagement with owners and appointment offer rates.
Join us in August for our next intake!
Telephone Skills – 5 Steps - Onswitch
onswitch.co.uk
Telephone Skills - 5 Steps A tried and tested 5-step process to help practices deliver an excellent customer experience over the telephone. BOOK A COURSE 5 STEPS TELEPHONE SKILLS WHAT DOES THIS COURSE...