Strengths:
Bruce greets the client in a polite and a professional tone.
From here, he sets the expectations that he will review the file to gather any notes to update the client on.
He inquires further regarding the communication of the status of the loan and the client were not interested in moving forward.
He also does a good job digging deeper regarding the contact the client had with the CCS and the SC. He politely requests the client to place on the hold.
After holding, he informs the client his access to the file regarding payments are limited and he did leave a VM on her behalf for a follow-up setting the proper expectations for the turn around time.
The call ends on a polite note.
Inches:
Empathy- ( 0:37) At this point the
Bruce greets the client in a polite and a professional tone.
From here, he sets the expectations that he will review the file to gather any notes to update the client on.
He inquires further regarding the communication of the status of the loan and the client were not interested in moving forward.
He also does a good job digging deeper regarding the contact the client had with the CCS and the SC. He politely requests the client to place on the hold.
After holding, he informs the client his access to the file regarding payments are limited and he did leave a VM on her behalf for a follow-up setting the proper expectations for the turn around time.
The call ends on a polite note.
Inches:
Empathy- ( 0:37) At this point the