Strengths:
Anna greets the client in a polite and a professional tone.
Good job confirming with the client the HOI was sent out after the closing and the title company will verify if funds were received.
Awesome job of offering to conference over to the title company and setting expectations of actions based on the funds cashed or not cashed.
Prior to ending the call, she offers to have the CBC follow up with the client to research the issue.
She is sure to inquire if there were any further questions or concerns.
Inch:
Empathy- Although Anna offered empathy at ( 7:00), there were still opportunities to offer empathy at ( 1:27) (3:33) where the client expressed confusion and inconvenience of receiving the cancellation notice. Offer
Anna greets the client in a polite and a professional tone.
Good job confirming with the client the HOI was sent out after the closing and the title company will verify if funds were received.
Awesome job of offering to conference over to the title company and setting expectations of actions based on the funds cashed or not cashed.
Prior to ending the call, she offers to have the CBC follow up with the client to research the issue.
She is sure to inquire if there were any further questions or concerns.
Inch:
Empathy- Although Anna offered empathy at ( 7:00), there were still opportunities to offer empathy at ( 1:27) (3:33) where the client expressed confusion and inconvenience of receiving the cancellation notice. Offer