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Practice Communications Assessment
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November’14 Call of The Month Evaluation

Please listen to the call, and then read our Evaluation.

» Click here to listen to November’s call

 

Call Analysis and Recommendations

The call resulted in an appointment, which, of course, is great.

On a scale of one to ten, with one being easiest, and ten being most difficult, this call would probably come in at a 2 or 3.

I would challenge you to first listen to the call and identify as many opportunities as you can for the Team Member to have:

Established Rapport

Conveyed Empathy

Exuded Enthusiasm

and

Managed and Guided the Caller.

Consider how use of The TAFI Introduction™ supports Team Members in achieving this goal.

Some hints include:

  • Getting and using the caller’s name
  • Sharing reasons for her pride in the practice and practitioner
  • Expressing her concern for the caller’s situation (she did ask if he was in pain)
  • Offering to assist in getting records transferred instead of stating “You must…”
  • Having a series of benefit statements to help the Caller realize he’d made the right choice calling the practice.