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AI-Generated Suggestions

These recommendations were generated by AI analysis of call data. Review with management before implementing.

Handling Resistant & Difficult Callers

Low-resistance qualification paths and soft power techniques for callers who refuse standard questions or demand information first.

AI Insight

Handling Callers Who Refuse Qualification Questions

Gap: Gap 4

Medium Priority Easy

📊 Current State

Script assumes caller will answer all questions in order. No contingency if caller refuses or demands information first.

⚠️ Problem

Some callers refuse to answer questions or demand 'Tell me about your program first.' Current response tries to overcome this but doesn't provide a path when caller stands firm. New Openers don't have 'soft power' technique for obstinate callers. Risk: Calls get lost because Opener gets frustrated.

✅ Recommendation

Add "Low-Resistance Qualification Path" for difficult callers: When caller refuses, pivot to "What's going on right now that brought you to call today?" This is a LISTENING move, not questioning. Once you have clinical picture, guide back to qualification with framing.

📈 Expected Impact

When callers feel heard first, they accept structure. Fighting increases resistance. Real data: When agent meets resistance with flexibility, caller relaxes.

The Low-Resistance Qualification Path

Step 1: When Caller Refuses Questions

Caller says:

"Tell me about your program first. I'm not answering questions until I know what you offer."

Response:

"Absolutely — we offer different programs depending on what someone actually needs. To make sure I point you in the right direction, are you calling for yourself or someone else?"

This still qualifies (self vs. loved one) but frames it as helping them, not interrogating them.

Step 2: If They Still Refuse

Caller still resists:

"Just tell me what you have. I'll decide if I want to answer questions."

Pivot to listening move:

"Okay, fair enough. What's going on right now that brought you to call today?"

This is a LISTENING move, not a questioning move. Callers will often answer this even if they rejected formal questions. They want to tell their story - let them.

Step 3: Return to Qualification with Context

After caller shares their story (2-3 minutes):

You now have clinical picture, urgency level, and some rapport built.

Guide back to qualification:

"Okay, so based on what you just told me, I need to verify insurance and get a couple details so I can get you to the right level of care. That cool with you?"

Now they've been heard. They're more likely to cooperate because you've built rapport first.

Handling Specific Resistance Patterns

🔴 High Hostility: "I don't wanna go to fucking programs"

Current Script Coverage:

NONE - appears in real calls with high resistance callers

Recommended Response (from Jake Smith):

"Yeah. You a sports fan, man?"

[REDIRECT TO RAPPORT, SKIP THE DEFENSE] → Then later: "So tell me what's actually going on right now that made you call."

Key Learning:

When caller expresses hostility to treatment concept, DON'T try to overcome it on the phone. Get them qualified, transfer to Closer. Often the resistance passes once rapport builds. Jake's approach: Simple redirect changes energy. Caller calmed down and engagement continued.

🟡 Information Shoppers: "Just tell me your prices and programs"

Pattern:

Caller treating this like comparison shopping, not crisis call

Recommended Response:

"I can definitely share that, and I want to make sure I give you accurate information. Our programs are customized based on clinical need - some people need detox first, some don't. Some need 14 days, some need 30. Quick question so I can point you to the right info: What's the situation that brought you to call?"

🔵 "I'm just calling for a friend" (Defensive Self-Caller)

Pattern:

Caller is self-caller but embarrassed/defensive about calling for themselves

Recommended Response:

"Okay, no problem. I appreciate you reaching out for them. Tell me a bit about what's going on with them?"

[Let them talk. Often within 2 minutes they reveal it's actually for themselves. If they don't, qualify as loved one caller. If they do reveal, acknowledge with: "I appreciate your honesty. A lot of people feel more comfortable starting that way. Let's talk about what's going on with you."]

Training Recommendations

1. Role-play resistance scenarios: Practice with trainer playing difficult caller who refuses questions
2. Teach "soft power" mindset: Goal is cooperation, not winning. Flexibility builds trust.
3. Create "resistance response cheat sheet": Quick reference for common resistance patterns
4. Debrief real calls: When Opener encounters resistance, review how it was handled vs. how it could have been
5. Normalize resistance: Help new Openers understand resistance is NORMAL, not personal failure

Medium Priority Easy