Strengths:
DeAngelia greets the client politely and in a professional tone.
She suggests escalating the issue to the BL for further research.
Inches:
Maintaining control- Anytime a client is calling in to address an issue, we should attempt to pull up a file and gather verification info. This will allow us to be prepared to address issues by using available resources,to dig deeper into the issue, and avoid a possible security issue. This should be done in the beginning of the call.
Empathy-(0:24)(0:55) DeAngelia provides empathy later in the call, however, there were opportunities almost immediately in the call to empathize with the client. By showing care and understanding upfront in the call, it appears more genuine and helps build
DeAngelia greets the client politely and in a professional tone.
She suggests escalating the issue to the BL for further research.
Inches:
Maintaining control- Anytime a client is calling in to address an issue, we should attempt to pull up a file and gather verification info. This will allow us to be prepared to address issues by using available resources,to dig deeper into the issue, and avoid a possible security issue. This should be done in the beginning of the call.
Empathy-(0:24)(0:55) DeAngelia provides empathy later in the call, however, there were opportunities almost immediately in the call to empathize with the client. By showing care and understanding upfront in the call, it appears more genuine and helps build