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 March, 2017 Call of The Month
» Call Analysis and Recommendations
The Caller gets off to a great start with a warm Greeting in which she introduces herself, uses the caller’s name, and thanks her for calling, From this, it is clear she understands how getting and confirming the proper pronunciation of the Caller’s name is a quick and simple way to establish rapport.
The Call Handler deviated a bit from The TAFI Introduction™, specifically, by asking “How did you find our office” instead of “Who may we thank for referring you?” the purpose of which is to demonstrate confidence and pride in the practice. She also neglected to ask if the Caller was in any discomfort, which quickly demonstrates caring for the Caller. Nonetheless, her empathetic and enthusiastic manner effectively connected her with the Caller.
Because she listened very well, and correctly judged when it was appropriate to transition from closed to open ended questions, she was able to learn what was important to the Caller, then support the Caller’s decision to locate a more convenient dentist, and begin that association with the treatment of her choosing..
She also asked a variant of the “Do you have a special day in mind, or do you prefer first available?” as a way to both give the Caller what she wants, and maintain control over the practice’s schedule.
This Call Handler receives an “A” for this call, and is well on her way to becoming a “TAFI Master.”