Please listen to, then evaluate, the call using the distinctions presented in The TAFI Introduction™ before proceeding to our Evaluation. The main benefit of Call Of The Month is to ‘Flex your self-coaching muscle.’
» Listen to February, 2016 Call of The Month
» Call Analysis and Recommendations
The Caller was calling on behalf of her disabled husband.
The Team Member was courteous and showed empathy for the Caller and her situation though, given the condition of the Caller’s husband. might have been more so.
While not much of a factor in this particular Call, the practice would benefit from an On Hold Message system. Fortunately, the Caller was placed on hold for only a relatively short period.
It seemed apparent that the Caller wanted to find a way to schedule an appointment for her husband, and was seeking guidance in that regard from the Team Member. It’s a tough call (literally and figuratively), as it is understandable why the Team Member may not want to schedule an appointment, which cannot be kept.
The Team Member did a nice job of acknowledging the Caller’s courtesy of freeing up the ‘phantom appointment.’ She also did a good job of using the caller’s name, thereby further demonstrating empathy and caring.