Well, you go straight into the problem. That is a good thing, but I feel as it may not work in lots of situations. Someone may not know themselves why they have a problem, and so going straight into may cause the "patient" to be confused. You should curve into the question, so ask something straight onto the point, then start questions outside the situation and getting into outside influences of the problem, then start working back into the main situation and try to connect the outside influences.
I don't know if that made sense or not.
Response times. Make a more suitable service that can accommodate to many people.
Those two are the real big ones I see.