Strengths:
Melissa has a pleasant and confident tone.
She does a good job digging deep to inquire if the client received the creditor's checks in the UPS package and confirming the package.
Prior to ending the call, she confirms the funds does not show cashed and inquire if there are any further questions or concerns.
Inches:
Empathy- At (1:44) Melissa does a good job of offering empathy upfront regarding the client's concerns. However, at (3:49) we should offer empathy by making the client feel we understand his concerns and put ourselves in his shoes. ( I understand how you feel, we all make mistakes sometimes. etc.)
Relevant and effective LJN- Melissa coded the loan as a call from the client. This call was internally transferred,
Melissa has a pleasant and confident tone.
She does a good job digging deep to inquire if the client received the creditor's checks in the UPS package and confirming the package.
Prior to ending the call, she confirms the funds does not show cashed and inquire if there are any further questions or concerns.
Inches:
Empathy- At (1:44) Melissa does a good job of offering empathy upfront regarding the client's concerns. However, at (3:49) we should offer empathy by making the client feel we understand his concerns and put ourselves in his shoes. ( I understand how you feel, we all make mistakes sometimes. etc.)
Relevant and effective LJN- Melissa coded the loan as a call from the client. This call was internally transferred,