Strengths:
- Cody executes on the strong intro.
- Cody foreshadows the transfer to CR Servicing.
- Great job asking the client if he had any further questions before transferring. This helps to promote a one call resolution.
Opportunities:
- Proper grammar/language/word choice. ( :55) Cody refers to the "Servicing Team" to the client. In order to lessen confusion, try referring to them as the "Client Relations Team."
- Empathy. ( :51) The client advises that he received a letter in the mail reflecting we missed 2 notices to update his hoi on his loan. Cody misses the opportunity to acknowledge this with empathy. We do this to demonstrate that we're listening and that we care. Try: "I can understand how that would be frustrating, Brian. In order to make sure we get your homeowners insurance information up to date as soon as possible, what I'd like to do is bring on my Client Relations Team. I will let them know what we've talked about...." …show more content…
Cody misses the opportunity to thank the client for calling/wish them well. We do this to show our appreciation. Try doing this prior to transferring. "Did you have any other questions, before I get you over? Well thank you so much for calling, do you mind if I put you on just one brief
- Cody executes on the strong intro.
- Cody foreshadows the transfer to CR Servicing.
- Great job asking the client if he had any further questions before transferring. This helps to promote a one call resolution.
Opportunities:
- Proper grammar/language/word choice. ( :55) Cody refers to the "Servicing Team" to the client. In order to lessen confusion, try referring to them as the "Client Relations Team."
- Empathy. ( :51) The client advises that he received a letter in the mail reflecting we missed 2 notices to update his hoi on his loan. Cody misses the opportunity to acknowledge this with empathy. We do this to demonstrate that we're listening and that we care. Try: "I can understand how that would be frustrating, Brian. In order to make sure we get your homeowners insurance information up to date as soon as possible, what I'd like to do is bring on my Client Relations Team. I will let them know what we've talked about...." …show more content…
Cody misses the opportunity to thank the client for calling/wish them well. We do this to show our appreciation. Try doing this prior to transferring. "Did you have any other questions, before I get you over? Well thank you so much for calling, do you mind if I put you on just one brief