Equine 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

3 days ago

Onswitch

All done #covidvacccine

We have a fully vaccinated Alison so we can let her out now to socialise and travel and go into kennels!

So intriguing to see the handout ALL folks were given pre vaccination on arrival by the “meet & greet” team

All the vaccine info explaining what it is and what might happen

Total transparency.
Clarity of risk.

Effective way to show that there are “Very Common” side effects and 1 in 10 of you will feel feverish sick and off colour - correct!

“Common” may affect 1 in 10

“uncommon” may affect 1 in a 100

“Rare” 1 in 1000

and then “Not known”

So very clear and in plain English - the rest is gobbledygook and tech blah blah blah - this bit however is very clear

So made us think

What do we give owners about vaccines and medications or ops we do?

Do we give them something pre procedure eg a document or email or reference?

One thing, if anything, has changed during covid is health literacy has become better

Folks talk about risk and benefit more

Conversations about vaccine are more common and so understanding of consequences are more talked about

It’s a public debate and we must work with the upswing in understanding, not fight it

So #WeekendDebate do we need to give a resource to clients for all meds, vaccines and procedures pre event so risks are known and can be discussed more openly ?

What do you think?
If you don’t think it’s needed, why not?
If you think it is needed, why?

Surely clarity of communication is all about trust
And trust means we can work with our customers even when things don’t quite go according to plan

Isn’t that honest?
Isn’t that fair?
Isn’t that what we need to do to have these risk conversation pre event rather than explaining what happened post event?

So over to you ...... what do you reckon?

Have a peaceful weekend

#OneVetTeam
#SoreArm
#1in10
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5 days ago

Onswitch

We had a lovely surprise today at HQ today

Thankyou

We talk to lots of people, about lots of things and there is always a moment of connection and this chat was about communicating with flags!

So it’s fascinating to see how messages can be sent with images eg flags when on the high seas

Fascinating

It works well when everyone uses the same language

Flags work well as a common language and is understand by all using it

Therein lies a challenge in veterinary care, as we often speak one language “VetSpeak” and our clients often speak another “PlainEnglish”

So working to speak the same language is key for patient outcomes
It’s about finding that understanding just like flags!
#OneVetTeam
#VetSpeak
#Thankyou
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Twitter

@Anonyvet @bevwoodruffe @OnswitchLtd @bouldie Be that client. You’ve bought that brachy, you realise on a Sunday you’ve ran out of meds, bull got in with the heifers, money’s tight so you’ve bred from your bitch. List goes on. You want an empathetic vet, not one that slags you off, to your face or behind your back

This!
And this again
we are an ecosystem of #people
Clients and team
We cannot get to optimal patient outcomes without a collaborative approach with clients
We are a people business those people just happen to have animals in their lives #empathy #embrace #engage #OneVetTeam

#ShowTheSalary great campaign to help get clarity & transparency of pay
Vet Sector has so many “ competitive salaries” or “excellent pay” or “commensurate to experience ”
Just put the pay scale on the ad!
When this happens it is transparent
It helps
https://showthesalary.com/about/

“Open your own practice” today
Looking at #CompellingReasonToChange #CRTC eg why would an owner leave one perfectly good practice & try a new one?
The #CRTC is critical -all new sites need one!
As the established practice it’s worth knowing it too! https://onswitch.co.uk/opening-your-own-practice/

So today was a first
My @YorkshireTea went cold ... was waaaaay to busy and forgot all about it
So microwaved it
Yes
I know
Microwave tea that was from a pot originally
Well the verdict?
It was rubbish😂
So why does microwave tea taste horrid?!
#OneVetTeam

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Contact Us

01476 565343

info@onswitch.co.uk