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.