Strengths:
- Bruce does a good job foreshadowing the hold.
- Great pivot to reach out to TSI regarding the checks, as well as leading with the positive for this statement.
- Great execution of the strong close to wrap this call up.
Opportunities:
- Proper grammar/language/word choice. (1:28) Bruce mentions that the information he pulls up for the tracking "looks strange." We want to avoid word choice such as this, as it can set off alarms for the client and we want to provide the best client experience. Try nixing this, no need to replace.
- Empathy. Bruce misses the opportunity to offer the client an empathetic acknowledgment after the client explains he was expecting to have recieved his checks already, but he doesn't have them.
- Bruce does a good job foreshadowing the hold.
- Great pivot to reach out to TSI regarding the checks, as well as leading with the positive for this statement.
- Great execution of the strong close to wrap this call up.
Opportunities:
- Proper grammar/language/word choice. (1:28) Bruce mentions that the information he pulls up for the tracking "looks strange." We want to avoid word choice such as this, as it can set off alarms for the client and we want to provide the best client experience. Try nixing this, no need to replace.
- Empathy. Bruce misses the opportunity to offer the client an empathetic acknowledgment after the client explains he was expecting to have recieved his checks already, but he doesn't have them.