Strengths:
- Nancy does a good job not mirroring the clients tone during this call. He shows clear signs of frustration, but Nancy keeps up her energy.
Opportunities:
- Properly noted/coded. This call is not coded as a complaint, although it should be. The client is unhappy with our processes and being left in the dark about his loan status. We want to ensure this is being researched for any possible internal coaching on our team members' end.
- Proper grammar/language/word choice. (4:30) Nancy uses negative language, leading with what she doesn't see. We always want to lead with the the positive, as this creates a better client experience. For example: "____ is going to be able to provide you further detailed information on your next steps, at this time, all I can see is that …show more content…
(2:42) The client sighs and Nancy continues on without acknowledging this non-verbal que. (5:40) Nancy foreshadows to the client that she is going to tranfer him, but there is time at the end of the call while she dials out. At this time, the client sighs and says "this is frustrating." and Nancy does not acknowledge this. We want to respond to everything from our clients, including non verbal cues (sighs, etc), to demonstrate that we are listening and that we care. For example: "I'm still with you, Charles, I appreciate your patience as I get you transferred."
- Dig deep. At the start of the phone call the client mentions that he has some concerns with the appraisal. Nancy does not dig deep into this by asking clarifying questions such as "what were your specific concerns with the appraisal?" We ask questions like this to help promote a one call resolution and even set our next team member up for success.
- Conclude the call properly. Nancy does not ask the client if he has any other questions or wish him well. We do this to ensure we are promoting a one call resolution (we've addressed all of their concerns in one call) and to show
- Nancy does a good job not mirroring the clients tone during this call. He shows clear signs of frustration, but Nancy keeps up her energy.
Opportunities:
- Properly noted/coded. This call is not coded as a complaint, although it should be. The client is unhappy with our processes and being left in the dark about his loan status. We want to ensure this is being researched for any possible internal coaching on our team members' end.
- Proper grammar/language/word choice. (4:30) Nancy uses negative language, leading with what she doesn't see. We always want to lead with the the positive, as this creates a better client experience. For example: "____ is going to be able to provide you further detailed information on your next steps, at this time, all I can see is that …show more content…
(2:42) The client sighs and Nancy continues on without acknowledging this non-verbal que. (5:40) Nancy foreshadows to the client that she is going to tranfer him, but there is time at the end of the call while she dials out. At this time, the client sighs and says "this is frustrating." and Nancy does not acknowledge this. We want to respond to everything from our clients, including non verbal cues (sighs, etc), to demonstrate that we are listening and that we care. For example: "I'm still with you, Charles, I appreciate your patience as I get you transferred."
- Dig deep. At the start of the phone call the client mentions that he has some concerns with the appraisal. Nancy does not dig deep into this by asking clarifying questions such as "what were your specific concerns with the appraisal?" We ask questions like this to help promote a one call resolution and even set our next team member up for success.
- Conclude the call properly. Nancy does not ask the client if he has any other questions or wish him well. We do this to ensure we are promoting a one call resolution (we've addressed all of their concerns in one call) and to show