Telephone Skills
A tried and tested 5-step process to help practices deliver an excellent customer experience over the telephone.
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What does this course cover?
This workshop has two separate parts, each delivered via Zoom approximately a week apart. You will need a device with good sound and a camera.
In-person workshops are also available to book for your practice team.
The first workshop 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
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 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
This two-stage embedding of learning makes the 5 Steps Telephone Skills workshop powerful, memorable and unique.
Small group, maximum of 8 delegates, total 5 hours CPD – interactive style workshop.
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