Is3350 Week 1 Case Study

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Strengths:

- Jackie executes on the strong intro with the team member, as well as the client. This is good for consistency.

- Jackie is sure to verify the client's email address, prior to sending the registration link.

- After the client is signed in, Jackie navigates the client toward changing his password. Good!

- Jackie foreshadows to the client the password requirements.

Opportunities:

- Proper grammar/language/word choice. (1:17) Jackie leads with the negative when she advises the client "I don't see that we have a username or password created for you..." We always want to lead with the positive, or what we "can see," as this helps to create the best client experience. For example: "What I can do for you is help you to create an account, that way we can get you logged in today..." …show more content…
Jackie misses the opportunity to offer the client an empathetic acknowledgment during this myql call. It is important that we do this on every myql call, as it is the client's expectation that this process is very quick and easy. Try a statement such as: "I'm sorry for the trouble you're having getting signed in today, I'll be able to help you

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