Strengths:
Jackie greets the client in a polite and a professional tone.
Inch:
Initial ARP- (:52)The client made a request to have the additional inquires removed, Jackie did not acknowledge her concerns and asked if she can obtain her account information. We should respond to client concerns with empathy to show care and understanding. Consider responding in the ARP form. Jackie's explanation without empathy comes across as being defensive.
Digging deep- Oppose to jumping directly into explanation , ask questions and inquire if the inquiries on her report reflects different dates ( besides the 2 dates) or how much did the inquiry impact her score. Jackie provided the correct info, however, by asking questions and gain understanding
Jackie greets the client in a polite and a professional tone.
Inch:
Initial ARP- (:52)The client made a request to have the additional inquires removed, Jackie did not acknowledge her concerns and asked if she can obtain her account information. We should respond to client concerns with empathy to show care and understanding. Consider responding in the ARP form. Jackie's explanation without empathy comes across as being defensive.
Digging deep- Oppose to jumping directly into explanation , ask questions and inquire if the inquiries on her report reflects different dates ( besides the 2 dates) or how much did the inquiry impact her score. Jackie provided the correct info, however, by asking questions and gain understanding