Sometimes, a call can challenge even our best call handlers. September's Call Handling Hero® is Eric, offering compassion, patience and calm during an extremely trying call with a patient.
Call Handling Hero® - Eric
Attempting to calm a highly emotional upset caller, Eric showed patience as he went down a call list of on-call pharmacists and kept getting voice mail. After dialing multiple numbers, Eric tried to gain more information from the caller but was unsuccessful. In the end, though, he was able to patch the call to a live person.
The caller was too distraught to communicate any helpful information to Eric but he stayed with her, never losing his cool as he continued to try to help in any way that he could.
The call is very emotionally charged so listen at your discretion.