February’14 Call Evaluation
Please listen to the call, and then read our Evaluation.
Because calls like this will happen…
This poor team member was clearly ill prepared to respond to the caller’s request.
Her response was one of incredulity again, owing to a lack of preparation.
Then the team member used verbiage and a tone, which suggested embarrassment and annoyance with the whole matter, and only served to further diminish the stature of the practice in the eyes of the caller.
Rather than evaluate her verbiage, let’s share how such a call ought properly to be prepared for and handled.
First, there should be a copy of the mailer in front of every telephone, and each Team Member who might answer the telephone should be thoroughly familiar with the Mailing’s content and its schedule (this goes for your on hold message, website, and every other communication a prospective patient may receive).
Next, deftly handle the call by:
Confirming the Caller’s Request (Simply employ the TAFI Introduction)
Team Member: I can help you with that. My name is XXX. May I ask with whom I’m speaking?
Caller: This is YYY
Team Member: Hello YYY. Are you referring to our New Patient Invitation?
Team Member: We’ll be happy to remove you from any future communications from our office. We certainly hope it in no way inconvenienced or offended you.
Caller: Oh no. It’s just that we get so much mail and we already have a dentist who we love.
Team Member: I understand, and it’s great to hear that you’ve got a great relationship with a dental practice. The purpose of the Invitation is to help people find a dentist if they don’t have one, or who are not thrilled with their current provider. It’s simply a way for us to better connect with our community.
Caller: I understand.
Team Member: Thank you. Now, if you don’t mind sharing the name and address as it appears on the Invitation, I’ll be happy to ensure you receive no further communications from us.
Using verbiage like this you will, at the very least, demonstrate your caring and professionalism, and even possibly encourage the caller to consider whether in fact a complimentary visit to compare your office with hers might not be a good idea after all.