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, 2016 Call of The Month
» Call Analysis and Recommendations
The Team Member cheerfully greeted the caller, using a nice vocal tone.
She did get the caller’s name, although the manner in which this done was a bit abrupt:
“Okay can i have your name?”
instead of what The TAFI Introduction™ advises, namely:
“I can help you with that. My name is NAME. May I ask with whom I am speaking?”
She did use the Caller’s name early in the conversation; a great way to establish rapport with the Caller.
She also set the tone by telling the Caller “I can help you with that.” She followed it with “but I need to ask you some questions.” This is an effective way to gain control of the call. Use of The TAFI Introduction™ achieves the same goal, while simultaneously establishing rapport, conveying empathy, and exuding enthusiasm, as well as gaining control of the call. This is because The TAFI Introduction™ has built into it questions, which place the Team Member in control of the conversation, to guide the Caller to the decision (appointment) that is best for them.
The Team Member also asked about discomfort, which is a great way to show the Caller you care.
She then explained how the Caller could use the Offer extended through the mailed New Patient Invitation to maximum advantage (note that New Patient Invitation sounds more professional, and suggests greater value than does ‘the post card’).
The Team Member also did a nice job of confirming that the Caller was familiar with the practice location.
Finally, the Team Member effectively scheduled the appointment by offering the Caller a preference of either first available or a particular day.
When she said “I need to let you know your first appointment is 70 minutes,” it rather sounded more like an inconvenience than the value it truly is. Another possible way to have presented this is “Dr. NAME looks forward to meeting you and is committed to ensuring the examination you receive is the most thorough you’ve ever experienced. During the examination, he will [states features, and translates into benefits here]. The appointment will be around seventy minutes, and I wanted you to know this in advance.”
On balance, the call was well handled, as evidenced by the fact it resulted in an appointment!