Strengths:
Genise greets the client in a polite and a professional tone.
She builds rapport with the client regarding the email address on file.
Genise sets the expectations of the deposit refund, explaining the process that we use the funds for any 3rd party fees incurred.
She ends the call strongly by inquiring if there are any other concerns and the call ends politely.
Inches:
Accessing loan using CTI- we should refrain from using the CTI to gain account information for the client. Always request account information from the client ( Loan, phone number etc.) for security reasons and in case the info that pops in CTI is incorrect.
Empathy- Genise did not offer any form of empathy throughout the call to show her care or concern
Genise greets the client in a polite and a professional tone.
She builds rapport with the client regarding the email address on file.
Genise sets the expectations of the deposit refund, explaining the process that we use the funds for any 3rd party fees incurred.
She ends the call strongly by inquiring if there are any other concerns and the call ends politely.
Inches:
Accessing loan using CTI- we should refrain from using the CTI to gain account information for the client. Always request account information from the client ( Loan, phone number etc.) for security reasons and in case the info that pops in CTI is incorrect.
Empathy- Genise did not offer any form of empathy throughout the call to show her care or concern