If Julie answered the phone like this in my office, she wouldn’t have a job for very long.
Scenario 1
FD: Good Morning! Thank you for calling Dr. Smith’s office. This is Julie. How may I help you?
Caller: Hi Julie. This is Mike. I need to schedule a dental appointment.
FD: Have we ever seen you before?
Caller: Um, yes, I was just in this morning.
Scenario 2
FD: Good Morning! Thank you for calling Dr. Smith’s office. This is Julie. How may I help you?
Caller: Hi Julie. This is Mike. I need to schedule a dental appointment.
FD: Hi Mike! When would you like to come in?
Scenario 3
FD: Good Morning! Thank you for calling Dr. Smith’s office. This is Julie. How may I help you?
Caller: Hi Julie. My name is Mike. I’ve never been to your office, but I have a terrible toothache.
FD: Ok! What insurance do you have?
Each scenario presents an opportunity for Julie to SHINE, but instead, she falls flat. She means well, but she isn’t taking control of the phone calls like she should. Julie’s efforts just AREN’T ENOUGH!
How do you think Julie should have responded in each of the scenarios?