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.
Hello everyone
So we took a well deserved Social media break and “Time out” over Christmas and New year a whole month without social media …
Why?
Well we all need some protected time out every now and then
To relax
To reconnect
To just do stuff with the real people who live in our real world
So TeamOnswitch are back working and chose to take a SM break and we all do feel better for it
So we thought we would start 2022 with a question
When do you protect time to learn?
The concept of “Protected Learning Time” is one that is common in most other Industries and health care settings
Protecting time to learn
Since our return we have worked with practices and teams of folks who have done just that
“Protected learning time” matters to the practice so it is made available in work time
So time at work
Protected for learning
And paid not eating into your lunch break!
And a nice abbreviation for those of a certain age #PLT
Anyway this week is our first “back in practice” training day, where we go to a practice and spend some #PLT with a team
Focussed on communication in the consult moments
So when do you project your teams learning time?
And
When do you buy your first cream egg?!
onswitch.co.uk/
The Onswitch team would like to wish you a safe and peaceful Christmas and a Happy New Year
Thankyou to all for making our working days a pleasure
See you in 2022
#OneVetTeam
So looking ahead to 2022 ( how did that come around so quickly?)
Every year the team at HQ start with a fresh clean diary for their workspace, now at home - yes we are all digital and have tech diaries too- we just like a diary with a week to view!
Something quite special about the idea of a fresh start and a new page
Always good to reflect on the state of the old diary too- a little worn and torn and many coffee cups been sat on it!
2021 has been an intetesting year for all
We have learnt to do old things in new ways.
We have learnt many new things.
And at the heart of what we do is always the importance of the customer experience as the enabler of patient outcomes
With all the “new ways” of doing everything in life we must always remember the role of people
It’s all about people
People who are in the team caring for patients and owners
And
People who are the clients who need your care, live with the patients , and pay the bills
So this weekends pondering
Whatever 2022 brings it will always have #People at the heart of it
After all we can only achieve good patient outcomes when we work with the people who live with them
#ItsAllAboutPeople
#OneVetTeam
And if you need some help with the people “connections” then join us next year onswitch.co.uk/training-courses/
@OnswitchLtd This piece is fantastic, thank you for sharing!
This is so important for all in the veterinary sector too
#Empathy
Great to see practices investing in our #FutureColleagues
Well done 👏
#OneVetTeam
Know this feeling?!
Phone skills session next week will help folks who are juggling
So important we review and refresh what we do and say on the phone
Move to review call volumes role of outbound calls and digital key
Join us
#OneVetTeam #Listen
https://onswitch.co.uk/product/telephone-skills-coaching-online-workshop/
No - THANK YOU - chocolates really don’t do it justice but an elephant never forgets - and we know the @NottinghamVets students get such an important, inspiring and forever memorable experience meeting and working with you! #thefuturesbright #inspireinnovateeducate https://twitter.com/OnswitchLtd/status/1462041981765529607