Resources
Examples of interactive telephone training days
Onswitch run regular telephone training courses specifically for the veterinary profession, giving practical help on dealing effectively and efficiently with clients, whether angry, upset, stubborn, rude, or just plain ‘normal’.
As Wendy Miller-Smith of Onswitch points out "Being satisfied is no longer good enough; clients are looking for their practice to do that bit more, be that extra bit special. As the face and voice of the practice, there is no more important place to get your telephone manner right, than at the receptionist’s desk."
Course attendees practise fielding difficult calls (querying a bill, complaining about the service they have received) and role-play aggressive or evasive clients with each other, learning from the trainers and their peers in a safe environment.