The Team Member answered the call with enthusiasm and maintained a positive tone throughout the call. She did not get the caller’s name until the end of the call which is a slight deviation from the TAFI introduction.
The Team Member did a great job of controlling the call, communicated clearly and asked good open-ended questions of the caller.
She assured the caller that “The doctor would take excellent care of her” and the caller made an appointment for that afternoon.
The Team Member asked if the caller needed directions and directed the caller to the website to fill out the patient forms to save time during the visit.
Overall, the Team Member was enthusiastic and did a great job.