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Practice Communications Assessment
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Element Rating* – Comments

2 – Greeting/Introduction

2 – Introduce Practice

1 – Give Name

3 – Get Name Caller: volunteered name

3  – Rapport: Except for end of call, call handler showed little interest in caller

3 – Empathy: Except for end of call, call handler showed little interest in caller

3 – Enthusiasm: Except for end of call, call handler showed little interest in caller

2 – Use/Quality of On-Hold Message System Office: does have one, but sound quality could be better, and content more compelling

NA – Outgoing Message

3 – Questioning: Few questions were asked

4 – Acknowledgement: No acknowledgement  of caller’s enthusiasm

NA – Directions

Miscellaneous Observations:  The main point here is the missed opportunity to connect with the caller by sharing and helping enhance her enthusiasm for the procedure.

*1 – Excellent 2 – Good 3 – Fair 4 – Poor N.A. – Not Applicable