Make Appoint To Forget
Me: “Thank you for calling [Hospital]; how can I help you?”
Patient: “I need to cancel an appointment I have today.”
Me: “All right, let’s verify your information and then we’ll look at the appointment.”
(As the patient verifies everything, I note he is 25 years old, the appointment is urgent, and was made earlier that day. He has already spoken to a nurse as well.)
Me: “Okay. I see the appointment with [Doctor] at [time], and you want me to cancel it?”
Patient: “Yes. Oh, and can you tell me what the appointment was for? I can’t remember.”
(I hover over the cancel button as I tell the patient.)
Me: “Sir, it is for forgetfulness. Are you sure you want to cancel?”
Patient: *silent for a moment* “Yes, go ahead and cancel it.”
Question of the Week
Have you ever served a bad customer who got what they deserved?