Eden -Branching Scenario

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Lumii x Eden Call Center Training

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In this activity, you will embark on a journey that takes you down a familiar client-call interaction. How your simulation ends, is up to you. Best of luck!

Case-based scenario

Sure, are you looking for a virtual or in person consultation?

I hear you, that sounds very frustrating. I'm happy to say you're in the right place to determine eligiability for a consult.

What Is Your Response?

CASE

You are returning a client call. The client picks up, you have announced where you are calling from, and the nature of the call back. They acknowledge and begin describing their communication experience so far, indicating they are frustrated. Finally, it becomes clear they are seeking a consultation booking for the Evelift™, and is NOT an existing client.

CASE A

Client: "So, what dates do you have available? How far out are you booked? I live out of state, but flying in is an option. I was told I might be able to get an earlier slot. Also, I understand the surgery won't be until 2025?"

Yes, that's correct. If you're eligible for the procedure, we can offer you an earlier consultation, albeit at a premium. Would you like to discuss eligibility?

Yes, that's correct, you can book an earlier consultation but it comes with a premium of $500.

What Is Your Response?

You respond with a short answer, that is quick and to the point.

You respond with a detailed answer that highlights the medical risks, and questions.

Yes, we need to ask you a few questions before we can offer you a consultation.

Given the severe medical complications linked to certain profiles, it's crucial to establish your eligibility promptly. Ready to start?

How Do You Respond?

CASE B

The client responds with: "Eligibility, what do you mean?!"

Premium secures an earlier consultation, typically within weeks, prioritizes your place on the waitlist, and notifies you of any cancellations for scheduling.

The purpose of the premium is to secure a more immediate consultation, and priority scheduling for surgery.

Client: "That's fine, but what exactly am I paying for? Is it just for an earlier consultation with a surgery date in 2025? Or does it mean I can immediately schedule surgery like those currently undergoing consultation? What's the point of the premium?"

Although not guaranteed, the likelihood of an earlier surgery is significantly higher due to potential cancellations. This means surgery could happen within the year instead of waiting until 2025. You'll be informed promptly of any updates.

How Do You Respond?

CASE A.A.

You respond with a short answer, that is quick and to the point.

You respond with a detailed answer that highlights the medical risks, and nature of the questions.

Yes, we need to ask you a few questions before we can offer you a consultation.

Given the severe medical complications linked to certain profiles, it's crucial to establish your eligibility promptly. Ready to begin?

How Do You Respond?

CASE A.B

The client responds with: "Eligibility, what do you mean?!"

We can always explore alternative options and guide you through the next steps. But we'll first need to determine your eligiability. Are you ready to answer a few questions?

If that's the case, we'll cross that bridge when we get there.

How Do You Respond?

CASE B.A

The client responds with: "Oh, I see okay, well what happens if I don't fit the criteria? I really want this procedure."

Be clear about the procedure and it's seriousness and emphasize the need to answer questions before a consultation.

You agree, and provide a comprehensive and detailed response.

Ma'am I understand your frustration but this is a very serious procedure and we can't just schedule anyone....

You're right, and we're excited to have you. But, consultations are procedure-specific, so I must check your eligibility before scheduling. Ready to begin?

How Do You Respond?

CASE B.B

The client responds with: "Okay, but why? and what kinds of questions? Can't we just discuss this in the consultation? I don't understand why we're doing this now. I'm not even a patient yet.

A.A.A

You started off a little vague at the beginning, but gradually improved as a communicator. Ensuring clear communication of all details in a positive manner is a surefire way to save time in the long run by avoiding vague and open-ended responses. Great job! Ready to give it another try?

GREAT JOB!

RESTART

RESTART

A.A.B

Vagueness is your forte, and quick conclusions will be your demise. Talk about a dumpster fire, and not the kind keeps you warm. Let's talk about it. When you're ready, give it another try.

OOF, TOUGH LUCK...

A.B.A

RESTART

You started off by jumping the gun, but managed to turn your act around quickly. This is essential, as you'll soon realize. Skipping ahead and providing short answers isn't always the best approach, and you clearly demonstrated this understanding after your initial setback. Let's talk about your choices. Great job, though. Want to give it another spin?

YOU REALLY TURNED THAT AROUND.

A.B.B

RESTART

And not in the Disney/Universal kind of way. You started on a low, peaked for a minute, and then crashed down. Let's discuss why that happened. When you're ready, give it another try.

WHAT A ROLLER COASTER!

B.A.A

RESTART

You were doing so well. Did you get impatient? Did you think skipping ahead was best? Let's talk about it. Ready to give it another try?

BUMMER

B.A.B

RESTART

Jaw dropping. You are the cream of the crop. Spot on responses from start to finish. Want to give it another try? Just for fun. See what happens?

AMAZING

B.B.A

RESTART

You narrowly escaped. You really pulled through at the last second. While it is essential to be concise, that doesn't always mean being brief. It is always important to communicate everything to the client. The strategy lies in HOW and WHEN. How: focus on delivery, efficiency lies in being comprehensive but not elaborate. Answering enough to satisfy the rights and curiosity of the client without going on and on. It's the sweet spot of JUST enough. When: Immediately and as soon as possible. As you can see, putting it off only brings them back repeatedly. Ready to give it another try?

SAVED BY THE BELL.

B.B.B

RESTART

You started out great, acknowledging the difficulties the client has faced getting here. HOWEVER, it's been pretty much downhill from there. Let's talk about some of the choices you made along the way. Ready to start over?

YOU BARELY MADE IT...