Onswitch On Tour - Sharing Customer Experience Best Practice At The Finnish Veterinary Association Congress

6 years ago
1393 views

Posted
21st December, 2017 15h41

Author
Onswitch

Just as most people are winding down for Christmas, on the coldest, snowiest day of the year so far Onswitch travelled to Finland - where there was certainly no shortage of snow! Alison Lambert delivered a full day of Customer Experience sessions at the Finnish Veterinary Congress in Helsinki, sharing practical tools to help vets and nurses improve communication, shaped from academic findings and Onswitch's own extensive research.

Key themes included the importance of first call and first consult resolution, the role of practice values in motivating the team and engaging clients, and the need for a focus on both people and process. As is always the case with Alison's talks, each session was packed full of real world examples from within the veterinary sector as well as from retail, leisure and hospitality. Feedback from the delegates was overwhelmingly positive, and they left each session armed with three simple, but effective, actions to put in place the next day back in practice.

Alison Lambert, Onswitch's Managing Director, greatly enjoyed the workshop sessions, "The customer experience is a key aspect of the success of any service business, and the principles of best practice are the same across the world. Onswitch regularly work with veterinary colleagues across Scandinavia - we're always hugely impressed by their willingness to learn and change where needed. I'm grateful to the Finnish Veterinary Congress for the opportunity to share different perspectives on improving the customer experience with European colleagues, and for also having the opportunity to experience 'proper' snow at the same time!"

For more information on Onswitch's training, reporting and consultancy services, please contact [email protected] or call 01476 565343.  www.onswitch.co.uk

- ENDS -

More from Onswitch

• Calling all practices – can you spare unwanted laptops, tablets, computers or printers to help school children learning at home?
• Cx Congress 2020 introduces keynote speaker: Dr Amir Khan (from the TV series 'GPs: Behind closed doors')
• Spend the day with Professor Cindy Adams at Cx Congress 2020 – World-class expert in veterinary communication
• Cx Congress 2019 - shaped by YOU, for you
• When Molly met Bertha - one dog's lucky escape