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.
We are looking for RVNs to join a research group next week all about Pandemic puppies .
So the attached form tells you a little more.
If you know someone who might like this please share.
A research group is a nice 90 minute chat on zoom with Alison facilitating.
We cover a lot of topics and its a good chat and a group debate, the session will be recorded for research review and so we can write up a report.
Its informal and good fun and you get a Thankyou of £40
Thursday 18th March from 2pm-3:30pm
So join us 🙂
forms.gle/MKK2izw9dM1xzeRD6
Are you an RVN working in a small animal practice?
forms.gle
We are keen to speak with RVN's about puppy protocols in the first year of life. We are running a focus group where 6 people will be on Zoom together speaking about puppy protocols. These are informal...Another Tuesday comes around again
Time is flying as we head to the springtime
It’s a little brighter and #Shamii had a good look about today
He likes to sit on a car and peer at you all from a height
So what is he thinking today?
#OneVetTeam
#Cats
The start of another week
And today we are inspired by a local food company Yummy
They deliver local produce to local communities
Onswitch HQ is based in Lincolnshire and we have seen this grow over the last year
The change in shopping habits,driven by covid, has been significant
The new ways to shop and buy goods and services has been profound and for many will be their “New Normal”
So as we enter the beginning of the end of covid lockdowns ( fingers crossed) now is the time to take stock of what is now normal and everyday in our veterinary world
What have owners learnt to do?
What have practices learnt to do?
What is now normal, that was rare pre covid?
What will stay post lockdown ?
All of these questions will drive systems and organisational changes, both for teams and clients
Examples such as pre pay and upfront payment for services that are now much more common
Subscription services for home delivered meds and food now so many options for clients
Drop off care Appointments with remote communications eg apps, web-chat and video consulting, again all embraced by clients
The role of the whole team in caring for clients , home working ,outbound calls and communications
The list goes on ....
So what will you keep from the last 12 months?
What new things have you done that have made a difference?
Have a great week
#OneVetTeam
Prepping sides for @ISFMcats session on kittens
First step is to invite them in when they call!
So first step is if they contact your practice via any means #Connect
#apps #webchat #call #offerAppointment 60% dont!
#care
#communicate
#connect
Quite! https://twitter.com/onswitchltd/status/1364670437091930112
https://onswitch.co.uk/eschew-obfuscation-espouse-elucidation/
Blog pondering
#Communication #clarity