Equine Telephone Skills – 5 Steps
What does this course cover?
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 when speaking with horse owners and trainers. We cover a range of key topics over two and a half hours:
- What is the customer experience? What does a ‘good’ and ‘bad’ equine experience feel like?
- Understanding the customer journey to and through the practice and onto the yard
- 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 Equine 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 Equine 5 Steps in detail, with practical examples of how to implement each
This two-stage embedding of learning makes the Equine Telephone Skills workshop powerful, memorable and unique.
Small group, maximum of 8 delegates, total 5 hours CPD – interactive style workshop.
This workshop has two separate parts, each delivered via Zoom a week apart.
You will need a device with good sound, camera and a mic.
Join us for our 7 Steps Consult Skills course!
This course is delivered in two parts remotely meaning you don't have to travel. Our upcoming May course is running on:
Part 1: Tuesday 3rd May 10am-12:30
Part 2: Tuesday 10th May 10am-12:30
The first workshop session looks at the why and how of client communication in the consult – why it matters and how to get it right.
In the second workshop we focus on what you need to do in order to deliver a consistently excellent customer experience in the consult, whether in person or via virtual means.
We get good patient outcomes when we work with the people who live with them.
Book your place here: onswitch.co.uk/product/7-steps-consult-coaching-skills/
#CX
Consult Coach Online Workshop - Onswitch
onswitch.co.uk
DATE 1 Part 1: Tuesday 3rd May 10am-12:30 Part 2: Tuesday 10th May 10am-12:30 DATE 2 Part 1: Thursday 7th July 10am-12:30 Part 2: Thursday 14th July 10am-12:30 DATE 3 Part 1: Wednesday 7th September 1...Have a peaceful Weekend everyone
Some lovely tulips to make you smile
#OneVetTeam
So someone had to do it….
Alison is in Marbella chairing the VetForum Europe event
She tells us it was raining but isn’t now
So the meeting is where ideas, thoughts and experiences about vet practices across Europe are shared and folks can learn and meet other colleagues who own and work in practices
Unlike most vet events there are no trade stands, so everyone does a “speed dating” chat with each other at pre booked times - very clever and as the pop up says “Trade the hard sell for a real conversation”
The opening session was from Christoffer Precht from Bain Consulting - one of the leading global consultancies for vet business
A very thought provoking overview of vet service delivery across Europe
The key message?
Well as vet groups have got bigger and bigger it’s time to focus on the customer and patient experience - very pleased to hear this👍
And more importantly -time to do the “basics brilliantly”
So as we ponder what that means to each practice, it really does mean it’s time to focus on the people who make it all happen
The clients who have patients in need
and
the team who deliver that care
Fascinating to hear the economic and operational perspective from a leading global consultant
His words “…it’s time to do better .. do the basics brilliantly .. the customer journey matters and the patient and client experience matters “
It’s all about people
Always has been…
And always will be
#OneVetTeam
Good question
Culture
Hidden curriculum
We change the world when we change what we do = need to admit we need to polish ,flex ,modify and change a few words
Need feedback loops
Few vets like feedback loops, essential for awareness raising and change
#Feedback
#ConsultCoach
Agree. That’s why I have a ruler in the consult room. https://twitter.com/OnswitchLtd/status/1522652787829616641
Measure
Monitor
Rebook
Pictures
Callipers
Rulers
See again repeat
Never “keep an eye on it”