Strengths:
Taniesha greets the client in a polite and a professional tone.
After verification, Taniesha does a good job acknowledging the client's established account and provides the username on file.
Taniesha further explains that the accounts are all linked under the same login. She helpfully provides the email address on the file and makes sure the client has access to reset the password.
She ends the call strongly by inquiring if there is further assistance needed and the call ends politely.
Inch:
Accessing the client's loan- when pulling up the client's loan we would want to always request info from the client to " access" their account (Phone or loan number). This avoids any confusion if the wrong loan number pops into CTI,
Taniesha greets the client in a polite and a professional tone.
After verification, Taniesha does a good job acknowledging the client's established account and provides the username on file.
Taniesha further explains that the accounts are all linked under the same login. She helpfully provides the email address on the file and makes sure the client has access to reset the password.
She ends the call strongly by inquiring if there is further assistance needed and the call ends politely.
Inch:
Accessing the client's loan- when pulling up the client's loan we would want to always request info from the client to " access" their account (Phone or loan number). This avoids any confusion if the wrong loan number pops into CTI,