Strengths:
- Good execution on strong intro with team member.
- Chris uses the client's name throughout the phone call to personalize it.
- Prior to sending the registration link, Chris verifies the clients email on file. He then gets confirmation from the client before sending the link.
- Chris properly concludes the call
Opportunities:
- Loan properly noted/coded. Chris did not mention in the notes the discrepency with the client's ssn and the action that he took (which was to have the banker correct it at the time of the phone call).
- Empathy. (2:06 - 2:41) The client is confused as to why he needs to set up a new myql account with us to e-sign, as he already has a loan with us and has also refinanced. We want to be sure to acknowledge our clients concerns to demonstrate that we've heard them and that we care. For example: "Adam, I definitley hear where you're coming from, especially because you haven't had to do this step in the past..." …show more content…
This can be alarming to the client so we want to be sure that we acknowledge it. For example: "I'm sorry that your ssn is listed incorrectly, thank you for bringing that to our attention! ____ is still on the line and can get that updated for you as soon as possible!"
- Digging deep. (2:06) When the client advises that he already has a myql account, we need to ask a few questions to ensure they are properly syncing up. Likely, this will be due to a discrepency with the ssn, which is the case in this call scenario. For example: "Thank you for letting me know you already have an account, Adam! I want to be sure your accounts link up properly, so for that reason I'll need to ask you a couple of questions. What is your full ssn that is attached to the
- Good execution on strong intro with team member.
- Chris uses the client's name throughout the phone call to personalize it.
- Prior to sending the registration link, Chris verifies the clients email on file. He then gets confirmation from the client before sending the link.
- Chris properly concludes the call
Opportunities:
- Loan properly noted/coded. Chris did not mention in the notes the discrepency with the client's ssn and the action that he took (which was to have the banker correct it at the time of the phone call).
- Empathy. (2:06 - 2:41) The client is confused as to why he needs to set up a new myql account with us to e-sign, as he already has a loan with us and has also refinanced. We want to be sure to acknowledge our clients concerns to demonstrate that we've heard them and that we care. For example: "Adam, I definitley hear where you're coming from, especially because you haven't had to do this step in the past..." …show more content…
This can be alarming to the client so we want to be sure that we acknowledge it. For example: "I'm sorry that your ssn is listed incorrectly, thank you for bringing that to our attention! ____ is still on the line and can get that updated for you as soon as possible!"
- Digging deep. (2:06) When the client advises that he already has a myql account, we need to ask a few questions to ensure they are properly syncing up. Likely, this will be due to a discrepency with the ssn, which is the case in this call scenario. For example: "Thank you for letting me know you already have an account, Adam! I want to be sure your accounts link up properly, so for that reason I'll need to ask you a couple of questions. What is your full ssn that is attached to the