Strengths:
- Foreshadow to the client the reason why we are mailing out the documents.
- Foreshadow to the client how long it would take for documents to be received.
Opportunities:
- Did the Advocate insert relevant and effective LJN’s/Codes? Bryan noted the account as a document request Bryan should have included that the client is upset with our decision of not refunding the deposit and has hired a private investigator to look into documentation.
- Empathy: When client said that she did a lot of work on her end to get the loan in process Bryan could have offered empathy at this point. Bryan could have said that I am sorry for your frustrations.
- Control:(1:22-1:52)(2:18-4:11)(4:46-5:46) Large gaps of dead air, we want to avoid this as much as possible to properly guide the call at 1:22 client provided phone number to pull up account after 30 seconds went by Bryan asked the verification questions. At 2:18- 4:11 Bryan did say to the client give me just a moment I will take a look... this would have been a good opportunity to utilize hold time by utilizing hold time you can get the document request ready or take a look at the account. At (4:46-5:46) This would have been a great opportunity to recap to the client the documentation that we are sending out to the client.
- Foreshadow to the client the reason why we are mailing out the documents.
- Foreshadow to the client how long it would take for documents to be received.
Opportunities:
- Did the Advocate insert relevant and effective LJN’s/Codes? Bryan noted the account as a document request Bryan should have included that the client is upset with our decision of not refunding the deposit and has hired a private investigator to look into documentation.
- Empathy: When client said that she did a lot of work on her end to get the loan in process Bryan could have offered empathy at this point. Bryan could have said that I am sorry for your frustrations.
- Control:(1:22-1:52)(2:18-4:11)(4:46-5:46) Large gaps of dead air, we want to avoid this as much as possible to properly guide the call at 1:22 client provided phone number to pull up account after 30 seconds went by Bryan asked the verification questions. At 2:18- 4:11 Bryan did say to the client give me just a moment I will take a look... this would have been a good opportunity to utilize hold time by utilizing hold time you can get the document request ready or take a look at the account. At (4:46-5:46) This would have been a great opportunity to recap to the client the documentation that we are sending out to the client.