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