Daniel Bobrow

SEPTEMBER 2013
Click here to listen to September’s call

Call Analysis and Recommendations
The Team Member was pleasant when answering the phone and used TAFI protocol by stating her name and saying, “May I help you”. The Caller asked if they accepted a certain kind of insurance and the Team Member’s response could have been a little more welcoming. The Team Member offered to set an appointment and asked if it was for a cleaning and exam or was there something bothering the caller, which, is important to ask to better assist the patient and part of TAFI. The Team Member showed concern for the Caller by trying to schedule the appointment as soon as possible. The Team Member asked how the Caller found out about the office. This could have been rephrased to say “Who can we thank for referring you to our office”, which is part of TAFI and implies that the office receives referrals often.

The Team Member was able to set the appointment for the next day and asked the caller if she knew where they were located and to visit the website and complete the new patient paperwork.

Overall, the Team Member was successful in scheduling the appointment with the caller. However, there was a missed opportunity for The Team Member to completely connect with caller. The Team Member should have offered her name once more at the end of call and conveyed concern for the pain she was in and that if it became unbearable to call her back and let her know. Part of TAFI is to leave the Caller with a warm, enthusiastic and lasting first impression.

AUGUST 2013
Click here to listen to August’s call

Call Analysis and Recommendations
The Team Member was pleasant when answering the phone and used TAFI protocol by stating her name and saying, “I can help you”. She asked the caller’s name and said she needed to put him on a brief hold but asked for his phone number in case they got disconnected. The Team Member returned to the call after a few seconds and asked questions about his sleep apnea. She asked how the caller got their number and he said website.  The Team Member could have rephrased this question by saying “Who referred you to our office”, which is part of TAFI.

The Team Member kept control of the call and showed empathy to the caller by relating to his situation. She conveyed confidence that the Dr is the best at treating sleep apnea and that the he teaches other doctors on how to treat patients with similar issues.

Overall, the Team Member was positive and connected with the caller.

The Team Member answered the phone and stated her name in a pleasant manner. The caller stated that she needed a checkup and had not been to this dental office before. At this time the Team Member could have asked “How did you hear about us?” or “Who referred you to our office?” which would have given the Team Member a little more information about the caller and provided a good example of TAFI protocol.

The Team Member could have established a little more rapport and enthusiasm at the beginning of the call and should have stated her name and used the caller’s name throughout, which is part of TAFI.

The Team Member controlled the call and asked the caller if she had directions to the office and advised when to arrive to the office to complete paperwork. It would be a benefit to the patient if these documents could be completed before hand and submitted online to the practice.

Overall, the Team Member connected with the caller, and made the appointment.

The Team Member was pleasant when answering the phone. She asked the caller how she heard about the dental office. The Team Member was able to set the appointment for the next day. She should have stated her name again to the caller and selected better verbiage than “the girls will take you back there.” The Team Member could say something like, “the dental team will take good care of you and ask you questions once you are with the hygienists to ensure we meet your level of care.” The Team Member said “Umm” frequently which should be avoided.  Also, any negative conversations about the caller’s previous dental experience should be kept professional.

Overall, the Team Member was positive, made the appointment, and connected with the caller.

The Team Member answered the call with enthusiasm and maintained a positive tone throughout the call.  She did not get the caller’s name until the end of the call which is a slight deviation from the TAFI introduction.

The Team Member did a great job of controlling the call, communicated clearly and asked good open-ended questions of the caller.

She  assured the caller that “The doctor would take excellent care of her” and the caller made an appointment for that afternoon.

The Team Member asked if the caller needed directions and directed the caller to the website to fill out the patient forms to save time during the visit.

Overall, the Team Member was enthusiastic and did a great job.