Strengths:
- Alaina makes a good call by placing the client on a brief hold to review the notes on the account. She has a strong foreshadow to let the client know what she is doing on the hold and why she is doing it.
- Alaina does a good job advising the client, with confidence, that QL does not sell our client's info.
Opportunities:
- Ownership. (9:00) Alaina speaks about how other lenders get our client's information to call them, but says it with enough uncertainty to leave the client with no real resolution. (11:40 - 13:07) The client goes on to tell her that QL should investigate a possible hack. Our client leaves this phone call without a resolution from us and a memory of us saying "I don't know how that happened." It's a good idea to inquire with another team member/Leader at this point …show more content…
(1:50) Alaina starts asking clarifying questions, prior to attempting to pull up any information for the client. By doing this, we lose control and the efficiency of our phone call. It sounds as though Alaina has a couple of opportunities to chime in with an empathetic acknowledgment and ARP to search AMP prior to the 4 minute mark. Example: Above.
- Digging deep. (6:45) When coming back from the hold, Alaina should have dug deep by asking the client questions. By asking questions the client tells us more of what is going on and can expand upon what we see on our end. Not to mention, it helps us get to a solution more quickly. For example: Had you spoken to a mortgage banker here at QL? Do you remember giving authorization for us to pull your credit? How did you first come to talk to us? Did you search through a …show more content…
Alaina ends the call by advising our client to "have a good day!" We want to be sure we also ask if their is anything else that we can help with. By doing this, we help to promote a one call
- Alaina makes a good call by placing the client on a brief hold to review the notes on the account. She has a strong foreshadow to let the client know what she is doing on the hold and why she is doing it.
- Alaina does a good job advising the client, with confidence, that QL does not sell our client's info.
Opportunities:
- Ownership. (9:00) Alaina speaks about how other lenders get our client's information to call them, but says it with enough uncertainty to leave the client with no real resolution. (11:40 - 13:07) The client goes on to tell her that QL should investigate a possible hack. Our client leaves this phone call without a resolution from us and a memory of us saying "I don't know how that happened." It's a good idea to inquire with another team member/Leader at this point …show more content…
(1:50) Alaina starts asking clarifying questions, prior to attempting to pull up any information for the client. By doing this, we lose control and the efficiency of our phone call. It sounds as though Alaina has a couple of opportunities to chime in with an empathetic acknowledgment and ARP to search AMP prior to the 4 minute mark. Example: Above.
- Digging deep. (6:45) When coming back from the hold, Alaina should have dug deep by asking the client questions. By asking questions the client tells us more of what is going on and can expand upon what we see on our end. Not to mention, it helps us get to a solution more quickly. For example: Had you spoken to a mortgage banker here at QL? Do you remember giving authorization for us to pull your credit? How did you first come to talk to us? Did you search through a …show more content…
Alaina ends the call by advising our client to "have a good day!" We want to be sure we also ask if their is anything else that we can help with. By doing this, we help to promote a one call