Case Study Dena

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Strengths:

- Dena starts her call off with a strong intro.

- Dena advises the client of CR OG's direct # for a call back if she finds the document that she is referring to, great!

- At the end of the call, Dena executes on the strong close.

Opportunities:

- Relevant and effect noting/coding. (5:35) The client explained that she discussed with her banker the document that she signed regarding the deposit, and he said that she would get her money refunded. Dena should have coded this as a complaint, for this reason, so that it could be internally researched. We want to ensure we are coding appropriately, so that proper actions can be taken internally.

- Scripted/robotic/monotone. (2:55, 3:25, 4:30, 5:15, 5:25) Dena sounds scripted

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