Strengths:
- Asks the client what kind of questions she had about the loan.
- Places the client on hold to look into the account.
Opportunities:
- Empathy: At 1:39 The client advised that she was supposed to receive the check from closing today. Evan should have offered an empathetic statement at this time we want to make sure that are client know that we do care about their concerns and an acknowledge to what the client's concerns are can go a long way. Evan could have said "I apologize that you were told that the checks was coming today, let me take a look and see what the status of that is."
At 2:46 When the client mentioned that she dialed the extension and it routed over to CR Evan could have offered empathy by saying "that sounds frustrating I do apologize for that." …show more content…
At 1:01 Evan asked the client if this is a loan that is in closing. This question is that we have knowledge of Evan should have verified the client and then took a look at the Closing Disclosure.
- Did we take ownership of the loan? At 00:12 and 1:30 The client called in to check for the status of their loan this is something that Evan could have taken the reins on since the loan status in AMP is Collateral Pkg shipped to Bank we should have addressed the client concerns.
- Did we conclude the call properly? Evan did not thank the client for calling or asked the client if they have any other questions. We need to make sure that we are addressing all of the clients concerns to promote a one call resolution and by thanking the client for their time or telling the to have a great day would ensure a great client
- Asks the client what kind of questions she had about the loan.
- Places the client on hold to look into the account.
Opportunities:
- Empathy: At 1:39 The client advised that she was supposed to receive the check from closing today. Evan should have offered an empathetic statement at this time we want to make sure that are client know that we do care about their concerns and an acknowledge to what the client's concerns are can go a long way. Evan could have said "I apologize that you were told that the checks was coming today, let me take a look and see what the status of that is."
At 2:46 When the client mentioned that she dialed the extension and it routed over to CR Evan could have offered empathy by saying "that sounds frustrating I do apologize for that." …show more content…
At 1:01 Evan asked the client if this is a loan that is in closing. This question is that we have knowledge of Evan should have verified the client and then took a look at the Closing Disclosure.
- Did we take ownership of the loan? At 00:12 and 1:30 The client called in to check for the status of their loan this is something that Evan could have taken the reins on since the loan status in AMP is Collateral Pkg shipped to Bank we should have addressed the client concerns.
- Did we conclude the call properly? Evan did not thank the client for calling or asked the client if they have any other questions. We need to make sure that we are addressing all of the clients concerns to promote a one call resolution and by thanking the client for their time or telling the to have a great day would ensure a great client