Telephone Skills - 5 Steps

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


This workshop has two separate parts, each delivered via Zoom approximately a week apart. You will need a device with good sound and a camera.

In-person workshops are also available to book for your practice team.

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. We cover a range of key topics over two and a half hours:

  • What is the customer experience?
  • What does a ‘good’ and ‘bad’ experience feel like?
  • Understanding the customer journey to and through the practice
  • 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 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 5 Steps in detail, with practical examples of how to implement each

This two-stage embedding of learning makes the 5 Steps Telephone Skills workshop powerful, memorable and unique.

Small group, maximum of 8 delegates, total 5 hours CPD – interactive style workshop.