How do I create urgency on the phone without sounding pushy? You repeat their pain back to them and let your voice carry the weight. Once a caller tells you the real story, the tooth they ignored for three years, the swelling, the warmth in the face, the bad breath, you play it back. Mary, let me make sure I have this right, then walk through exactly what they said and ask, did I get that right. When they confirm, your tone changes. You go from you had me at hello to genuine concern. This is not good, I am really [...]