Oricle Hearing Training Portal
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Meetings

Video Training: Consultation Skills

Internal training clips from Cindy. These cover the techniques, language, and mindset you'll use on every consultation call.

Your progress 0 of 8 watched
1
Cindy's Troubleshooting Approach
How to think about each call before you start
InternalEssentialStart here
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Think about while watching
  • What is the general framework Cindy uses to approach a troubleshooting call?
  • How does she prioritize what to address first?
  • What mindset does she go into the call with?
Key takeaway

Every call is a puzzle to solve together with the customer. Lead with curiosity, not a script.

2
How to Insert the Hearing Aid
Walking a customer through proper insertion
InternalEssential
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Think about while watching
  • How does Cindy walk a customer through insertion without being able to physically help?
  • What verbal cues and checkpoints does she use?
  • What does she do when the customer gets frustrated?
Key takeaway

Insertion is the #1 reason calls happen. You'll coach this on nearly every call. Master the language.

3
Coaching a Customer Through Fit
When they say "it doesn't feel right" or "it keeps falling out"
Internal
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Think about while watching
  • How does Cindy determine whether the issue is insertion technique vs. wrong tip size?
  • What questions does she ask to narrow down the fit issue?
4
What a Successful Fitting Looks Like
Recognizing when the customer is set up for success
Internal
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Think about while watching
  • What does Cindy confirm before wrapping up the call?
  • How does she set expectations for the adjustment period?
Key takeaway

A successful fitting isn't just "it stays in." The customer should leave the call confident they can re-insert on their own.

5
Hearing vs. Understanding
When the customer says "I can hear but I can't understand words"
InternalEssential
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Think about while watching
  • How does Cindy explain the difference between hearing and understanding?
  • What does she tell customers who expect the hearing aid to fix speech clarity?
  • How does she manage expectations without being discouraging?
Key takeaway

Hearing aids amplify sound. They cannot restore clarity lost to nerve damage. Knowing how to explain this with empathy is critical.

6
"My Own Voice Sounds Too Loud"
Handling the occlusion effect and adjustment expectations
Internal
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Think about while watching
  • What causes the "my voice sounds weird" complaint?
  • What is the typical adjustment timeline Cindy gives?
  • When is this a sign of a real problem vs. normal adjustment?
7
Switching Programs / Modes
How to explain and troubleshoot program switching
Internal
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Think about while watching
  • How does Cindy walk a customer through changing programs?
  • Which program should customers use in which environments?
8
Severe Hearing Loss
When the device isn't enough and what to say
InternalEssential
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Think about while watching
  • How does Cindy recognize when the hearing loss is beyond what Oricle can help with?
  • What language does she use to be honest without being harsh?
  • What next steps does she offer the customer?
Key takeaway

Not every customer is a fit. Being honest about device limitations builds trust and helps the customer move forward.

Real Consultation Recordings

Once you've completed these training clips, see how the skills play out on actual customer calls. Each workflow page has Calendly recordings from real consultations.

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Troubleshooting Consults
9 recordings: saves, upgrades, replacements, and refunds. See the Recordings tab for examples from Ron, Haley, Cindy, and Carolina.
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Welcome Calls
2 recordings: Better Hearing Kit onboarding examples from Carolina and Haley.
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Non-Eligible Return Requests
2 recordings: Cindy troubleshooting an exception case, and Amber de-escalating a difficult situation.
Tip: The recordings on those pages are color-coded by outcome type (green for saves, blue for upgrades, amber for replacements/exceptions, red for refunds) so you can find examples of each scenario quickly.
Oricle Hearing · Specialist Training Portal