Equine Telephone Skills – 5 Steps

A tried and tested 5-step process to help practices deliver an excellent customer experience over the telephone.

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.

Facebook

1 month ago

Onswitch

Have a peaceful Weekend everyone
Some lovely tulips to make you smile
#OneVetTeam
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2 months ago

Onswitch

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
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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”

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Contact Us

01476 565343

info@onswitch.co.uk