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

9 hours ago

Onswitch

Welcome to Tuesday
#Shamii cat was helping with the crossword this weekend
How come cats just know where to sit?!
So what do you think #Shamii was thinking?
#Shamii
#cats
#OneVetTeam
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21 hours ago

Onswitch

This evening we spent a lovely couple of hours with some fab folks in Denmark and Norway

The “new normal” is well established at Onswitch

Remote live workshops working well and all the good stuff repurposed for the Covid era

So watch out for the “Zoom Tickets” emails and join in with the great learning that will help you polish and modify your customer experience

Plenty of fab online #CX sessions too with the CXCongress Collection to watch at your leisure, over 100 hours of awesomeness to view any time any where

#OneVetTeam
#NewSkills
#MakeItEasier
#CX

onswitch.co.uk/training-courses/

onswitch.co.uk/cx-congress-2020-2/
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2 days ago

Onswitch

www.gov.uk/government/news/space-company-takes-to-the-skies-alongside-the-nhs

So as we live through a period of rapid evolution and change it is amazing to see this drone delivery option for the NHS come to life

A year ago we would be unlikely to have foreseen this as real, logical and a good plan

Today it makes sense

Simple
Quick
Effective
Possible
Happening

So as 20 years of change has already happened in 6 months now is a good time to stop and think.

What is now possible that wasn’t either needed or possible pre covid in your vet practice workflow?

What is new?
What is useful?
What needs to stop?
What next?
What behaviours are now normal?

Clients are everyday people and everyday people have learnt many new ways of accessing goods and services and communicating with providers

The veterinary profession has the opportunity to embrace these new normals and evolve rapidly too

The customer journey has changed.

What worked pre covid won’t work now as the touchpoints and workflow is different.

It brings opportunity to streamline and simplify.

So what are you embracing today that you would
Never have done 12 months ago?

#OneVetTeam
#Change
#Workflow
#Touchpoints
#CustomerJourney
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Twitter

Off again with Teams this time
“Normal” is now well established
All the good stuff that we did pre covid now done remotely
This evening Scandinavia
No geography barriers
No travel
Just Time
Tomorrow Sydney early o’clock!
Wednesday Sydney
Friday Sydney
Saturday Sydney

Worth a read for all with a view on digital veterinary services @BritishVets @theRCVS
Communication & healthcare in human sector & veterinary run sector r more similar than different
The RCVS consultation process need to read this as lots of useful context in here #OneVetTeam

Love this from Blackberry Vet Clinic Meet Dillon who is helping us get mask wearing sorted
Well done Dillon
#OneVetTeam #WearAMask

Really interesting thread worth a read
Veterinary profession is juggling with the hybrid solution of some time at home,some time at practice for most roles
How to balance physical care and remote admin of care
So many options
ALL need decent PMS and telephony!
Thoughts?
#cx

New week and an early morning start to work with colleagues in Australia
One small positive outcome from the last 6 months has been how distance is no longer such a physical barrier as nobody can travel! All about time and Zoom now
#OneVetTeam #SmallWorld

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Contact Us

01476 565343

info@onswitch.co.uk