I needed to order some ink cartridges for my printer, the kind I can only buy from the vendor. I called and told the agent I wanted to order two black ink cartridges. Not surprisingly she suggested I buy a package that included two color cartridges. “No thank you, just black,” I replied.
Upon discovering the age of my printer, she tried to sell me a new printer. “No thank you – I just need ink.”
When I acknowledged that I own several computers from her company, she asked if they were working okay and did I…. “No, I just want to buy ink.”
Then she offered me a special price on anti-virus software for only…. “No, I only want ink!”
Next she inquired if I was interested in a maintenance plan to…. “NO, just ink!”
Perhaps she was supposed to try to upsell me five times, or maybe she was on commission. I don’t know, but I do know the call took much longer than necessary. I became irritated, and I won’t buy another printer from this vendor.
Now let’s imagine a call to refill my prescription. The agent says, “Would you like to meet with the doctor to review your current health status?” I decline.
“When was your last annual checkup? Should I schedule you for one?” I refuse.
“We have a special this month on colonoscopies, and I see you’re at the age….” I spurn that offer.
“Can I have a representative contact you to review all the services that we offer?” I reject her proposal.
“We have a new family plan to save….” “NO!”
What would be the results of this pretend health call? Did we have a positive interaction? Has the agent made a positive impression? The next time I have a healthcare need, will this organization be first on my list to contact – or will they be last?
Healthcare callers need clear answers and a caring voice. Healthcare Call Center Essentials gives managers practical guidance for hiring, coaching, and running a medical call center that patients trust.
Peter Lyle DeHaan, PhD, is a call center veteran. His lifetime of experience includes owning and managing a multi-location call center, employment with an industry vendor, call center consulting, and publishing call center books and periodicals. Learn more at PeterLyleDeHaan.com.
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