How does my team member earn a scared caller's trust on the phone? By speaking from the heart with a little personal proof. When a caller admits they are afraid and have put off treatment for years, do not argue or push. Acknowledge it and reassure them. We hear that all the time, and I can tell you we will go as slow as you need to. Then add the human touch that closes the gap. I have worked here ten years, I love it here, and I would not trust my own friends or family to anyone else. That single [...]