Welcome to The How to Answer the Telephone Online Mini Series course materials page!
Session 1: Understanding the Critical Importance of the Phone in any Vet Practice
Part 1 : Delivering a Better Phone Customer Experience
Part 2 : Communication Principles
Session 1 Study Notes
Session 2: Delivering a better experience on the phone through well trained people – the how to do!
Part 1 : Customer Experience Matters
Part 2 : Active listening is key!
Session 2 Study Notes
Session 3: Maintaining and developing the phone experience in your practice – changing culture
Part 1 : Using the 5 steps to handle everyday calls
Part 2 : Handling the Difficult call
Session 3 Study Notes
Participant Evaluation and End of Course Assessment Quiz
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