Strengths:
Noel greets the client in a polite and a professional tone.
She offers to have the B/L team look further into his issue and she is sure to verify the best contact number for the client for the B/L team follow up.
Inches:
Digging deep- The client stated multiple(1:21) (2:05) times in the call that no one was calling him back to discuss the cancellation of his loan and that he reached out on the 3rd to cancel the appointment. If Noel asked digging deep questions pertaining to the missed follow-ups, perhaps the client may have been informed the appraisal was already in process or we could have attempted to cancel the loan prior to the appraisal appointment, therefore, the appraisal would not have been completed on the 3rd. Also, we want to show the client that missed follow-up appointments are important to us , so we would …show more content…
She continued to speak over the client to speak on the LJN and the client disagrees with her statements. Throughout the call, the client continuously repeats himself regarding the several team members he spoke with to cancel the loan and no one returned his phone calls, none of these comments was acknowledged with empathy by Noel.
Empathy- Noel offered empathy at ( 2:48 & 3:37) however, there were more opportunities to offer an acknowledgement statements( 2:14)( 3:47) (4:19)(5:07) (5:40) to show understanding of his concerns and to assist with building trust with the client that we help resolve his issue.
Rude/ discourteous- At (4:37) Noel became combative with the client regarding his statements of what date he attempted to cancel the loan. She continues to offer info regarding her LJN on the dates noted, oppose to listening and responding with acknowledgement the client. From here, out of frustration that he was not being heard the client ends the call abruptly, hanging up on
Noel greets the client in a polite and a professional tone.
She offers to have the B/L team look further into his issue and she is sure to verify the best contact number for the client for the B/L team follow up.
Inches:
Digging deep- The client stated multiple(1:21) (2:05) times in the call that no one was calling him back to discuss the cancellation of his loan and that he reached out on the 3rd to cancel the appointment. If Noel asked digging deep questions pertaining to the missed follow-ups, perhaps the client may have been informed the appraisal was already in process or we could have attempted to cancel the loan prior to the appraisal appointment, therefore, the appraisal would not have been completed on the 3rd. Also, we want to show the client that missed follow-up appointments are important to us , so we would …show more content…
She continued to speak over the client to speak on the LJN and the client disagrees with her statements. Throughout the call, the client continuously repeats himself regarding the several team members he spoke with to cancel the loan and no one returned his phone calls, none of these comments was acknowledged with empathy by Noel.
Empathy- Noel offered empathy at ( 2:48 & 3:37) however, there were more opportunities to offer an acknowledgement statements( 2:14)( 3:47) (4:19)(5:07) (5:40) to show understanding of his concerns and to assist with building trust with the client that we help resolve his issue.
Rude/ discourteous- At (4:37) Noel became combative with the client regarding his statements of what date he attempted to cancel the loan. She continues to offer info regarding her LJN on the dates noted, oppose to listening and responding with acknowledgement the client. From here, out of frustration that he was not being heard the client ends the call abruptly, hanging up on