Storyboard Text
- During a phone call:Tracy (client) - *Calling into the clinic*Jennifer (receptionist) - "Hi, thank you for calling Durham animal hospital."Tracy (client) - "Hi, I am calling to make an appointment for my dog Bandit. He got into the kitchen garbage and now has been vomiting,having diarrhea and loss of appetite."Jennifer (receptionist) - "Could I please put you on hold for a minute?"Tracy (client) -"yes"Jennifer (Receptionist) - *Forgot Tracy on hold.*Tracy (Client) - *After sitting on hold for 20 mins. Tracy had hung up and called back.*
- Tracy (Client)
- Jennifer (recept-ionist)
- After the first call:Jaden (Receptionist) - *Jaden had answered the phone when Tracy called back.*"Hi, Durham animal hospital how can I help you?"Tracy (Client) - "I just called in to make an appointment for my sick dog and sat on hold for 20mins! That is very unprofessional."Jaden (Receptionist) - "I am very sorry about that. Could you please explain to me what is happening with your dog?"Tracy (Client) - "My dog Bandit had gotten into the kitchen garbage and has now been vomiting, having diarrhea, and has a loss of appetite."Jaden (Receptionist) - "I am having difficulties finding an appointment available today."Tracy (client) - "Are you kidding? This is an emergency, were you not even listening to what I have been telling you?"Jaden (Receptionist) -"Okay give me a moment I am going to transfer you over to the technician, she may be able to better assist you. "
- Jaden (recept-ionist)
- Aikaterini (RVT) - "Hello Tracy, I'm sorry to hear about Bandit, let me see what I can do to get you in as early as possible."Tracy (Client) - "Ok, Great."Aikaterini (RVT) -"We had a cancellation for our 2:00 appointment, would this work for you?"Tracy (Client) -"Yes, that would be perfect."Aikaterini (RVT) -"Ok, we will see you shortly."
- Aikaterini (RVT)
- Tracy (Client)
- Bandit
- Jessica (ACA)
- "Hello,Tracy and Bandit! Bandit, you look handsome today. Welcome! Come with me,I'll show you to the exam room to look over Bandits information. Dr. Angelica will be with you guys shortly."
- Jessica (ACA) -*Meets Tracy at the door.*
- Angelica (DVM) - *Looked over Bandit's information before entering the room to talk to Tracy. Angelica enters the room with a smile*
- Angelica (DVM)
- "Welcome,it is nice seeing you today! I apologize for any inconvenience this morning. I would like to go over Bandits health concerns, please let me know if you need me to explain something again or if you have any other questions."
- Tracy (Client)
- Bandit
- *Dr. Angelica made sure not to leave the appointment until Tracy fully understood and was happy with the appointment. *
- Tracy (Client)
- Bandit
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