Client request to speak to Matt.
Strengths:
Dafina has a strong greeting.
Dafina did a great job expressing empathy regarding the client not being able to get through to the BPOC's line.
Dafina did a good job foreshadowing the BPOC's information.
Opportunity:
Dafina has the opportunity with active listening. Dafina over talked the client as they provide the BPOC's name.
Dafina has the opportunity with clarity. The client state he dialed Matt's EXT. and he must not be at his desk. Dafina state she don't have access to that, her statement isn't clear. This leaves a ? Is she responding to part 1 or 2 of his statement.
Strengths:
Dafina has a strong greeting.
Dafina did a great job expressing empathy regarding the client not being able to get through to the BPOC's line.
Dafina did a good job foreshadowing the BPOC's information.
Opportunity:
Dafina has the opportunity with active listening. Dafina over talked the client as they provide the BPOC's name.
Dafina has the opportunity with clarity. The client state he dialed Matt's EXT. and he must not be at his desk. Dafina state she don't have access to that, her statement isn't clear. This leaves a ? Is she responding to part 1 or 2 of his statement.