Great Sample Call

• Call was opened with office name, personal name and upbeat tone.
• Team member actively listened to the patient when she first gave her name and didn’t have to ask for the name again.
• She made the process simple by responding, “No problem at all” and didn’t talk over the patient, when she was interrupted.
• Team member verified the office (when in question).
• Lead the call and assumed the appointment to another day. Didn’t just “Un-schedule it”.
• Addressed the patient by name and reaffirmed the appointment times at the end of the call. She also gave the patient a time frame of when to expect their appointments to be over.
• Offered an appropriate and friendly ending.