Evaluation: 1 = Excellent, 5 = Poor
Greeting = 5
Rapport = 5
Empathy = 5
Enthusiasm = 5
Enunciation = 4
Control = 5
Questioning = 5
This is an essentially verbatim account of the call handler’s responses:
“Yes we do.”
“Yes.”
“Okay we’re here after 8:30 tomorrow.”
“Okay”
“Buh bye”
It would be worthwhile to ask yourself how you would have done things a bit differently, specifically, how would you have:
Greeted the caller?
Established Rapport?
Conveyed Empathy?
Exuded Enthusiasm?
Asked Questions?
Scheduled the Appointment?