Strengths:
- Did explain to the client why the loan was withdrawn.
- Foreshadow to the client what she was doing before placing the client on hold.
- Angie was honest with the client and explained that loan was properly opted out.
- Did dig to find out who she contact once they wanted to withdraw the loan.
- Angie did a great job empathizing with the client when she was upset with the process.
- Angie did advise the client refund would be received in 7-10 business days.
Opportunities:
- Strong introduction: Angie never once says the client's name throughout the call, this is part of the strong introduction Angie could have said "Hello Dawn how can I help you?"
- Were we clear, gump, and concise in answering the client's
- Did explain to the client why the loan was withdrawn.
- Foreshadow to the client what she was doing before placing the client on hold.
- Angie was honest with the client and explained that loan was properly opted out.
- Did dig to find out who she contact once they wanted to withdraw the loan.
- Angie did a great job empathizing with the client when she was upset with the process.
- Angie did advise the client refund would be received in 7-10 business days.
Opportunities:
- Strong introduction: Angie never once says the client's name throughout the call, this is part of the strong introduction Angie could have said "Hello Dawn how can I help you?"
- Were we clear, gump, and concise in answering the client's