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.
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For those not familiar with how District nursing works have a read of this
An RVN working with the primary practice to care for a patient in the home
All managed under the Code of Conduct and it works.
Simple
It’s helping patients get care when their humans can’t manage for whatever reason
We need to embrace District nursing
It helps patients
It helps people
It helps communities
It helps.
#OneVetTeam
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When this happens, it's usually because the owner only shared it with a small group of people, changed who can see it or it's been deleted.So the weekend debate today all about
“Grab and go” payments now being trialled by more mainstream retailers
Reported in the iPaper today
So basically you walk in and you walk out with your goods or services
No transaction moment
No tills
No stop to pay
No wait to pay
No call back to pay
So yes you walk in and you walk out with your goods
Of course you are paying as you have self selected on the way in to pay on the way out via the magic of available tech!
So we the profession need a new story about payment
“You wouldn’t expect to go to Tesco and walk out without paying would you? “
That well known Vet team story!
So we the profession have to sort our pre pay process
Pay up front
Agree to pay
Subscribe for all care
Whatever it may be
As when customers embrace “Grab & Go” the profession will need to embrace this simplification on the customer journey too
We need to talk about payment process
Make it clearer
Simpler
More transparent
Easier
What do you think?
Have a peaceful weekend
#OneVetTeam
If you have a moment, we'd appreciate hearing your thoughts! https://twitter.com/OnswitchLtd/status/1450535452432343047
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Just come across this and it is not OK to mock what is a very serious issue across society and in our own profession
Those who mock just do not get it.
Anonymous posting hides open debate too
Debate, discuss and learn
#OneVetTeam
@OpenRoomEvents speaking at an actual event w real people
Weird feeling
VetForumUK talk all about expecting different results when you keep doing the same stuff
So think clients & team
Things you want to be different but you keep doing same stuff
#VetForumUK #OneVetTeam