Brittany  for what service?

Elizabeth Haha sorry, here you go: https://emanamedical.com/emface/

Hi Elizabeth  how is this secret shop going?

Hi Ivonne  I had to restart this shop because I wasn't getting anything from them- this is on. On schedule to begin text engagement this week. Sorry for delay. I don't remember exactly what the issue was- Sorry, but it was something Vania and I discovered during our meetings. All is good now, I'm getting texts + calls. 

Hi Ivonne Brittany - here is the secret shop report & email draft for Emana. Please let me know if you need anything else from me on this one. Thanks!

EMAIL DRAFT:
Hi Team, 

You’ve been secret-shopped. Attached is the full report.

We input a lead, commenced text engagement & called the front desk inquiring about Emface. 

Here is the recorded call: https://drive.google.com/file/d/1xYv-Akh8z7vxIz_Zgg7qFrg8W_ibFLqN/view?usp=share_link 

You contacted us twice by phone and 3x by text after we input a lead. You also answered all of our questions via text. All of this initial follow-up was great! 

However, the phone call could use a little work. The salesperson that answered the call was professional but lacked knowledge about Emface. 

It is vital that anyone that answers the phone in your office knows all about the treatments you offer. If they have to rely on a third party, it requires them to put the caller on hold, such as in this situation (which is not the ideal experience), or cause the need for a callback. This is not only not the ideal experience, but will definitely cause the caller to look elsewhere for the service. 

Please let us know if you have any questions or if you’d like to schedule a Front Desk Training you can do so here: http://calendly.com/Vania-medstar/front-desk 

Elizabeth  thank you! Did they put you on hold? or where they asking other people the questions?

Ivonne  she never said I'm putting you on hold to ask but I would ask a question. and then she put me on hold and came back answering the question so it seemed that way

Elizabeth  ok thank u!