Telephone Skills – The Art of Voice (CS in Referral Client Care)

Objectives

• Demonstrate Effective Tone and Language Use in Calls. Learners will understand how tone and word choice impact caller experience and will apply these techniques to convey warmth, empathy, and professionalism over the phone.
• Utilise a Structured Approach to Call Handling. Learners will follow a structured 12-step approach to call handling, ensuring each interaction is prompt, smooth, efficient, and leaves a positive impression on the client or referring vet.
• Manage Emergency Calls with Confidence and Sensitivity. Learners will be equipped to handle emergency calls effectively, gathering essential information, providing reassurance, and delivering clear next steps in a calm and compassionate manner.