Telephone Improvement Project: A Skills Assessment of Refractive Surgery Providers

In the refractive practice, the “point of entry” for virtually all interested LASIK candidates is via an initial telephone call to the Provider to learn more about refractive surgery services. Given the significance of the telephone as a tool to convert interest in LASIK into the next step in the consumer decision process, SM2 Consulting conducted a study designed to quantify the level of skill employed in answering phone inquiries from prospective LASIK patients, with the goal of helping practices improve conversion rates…

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