Elizabeth's Dilemma Case
Strengths:
- Andrew does a nice job of executing on the strong intro with the team member. This is good for consistency.
- Andrew does a nice job remembering to advise both parties on the line that the call is disclosed. As well as verifying that it was okay to speak with Elizabeth's daughter regarding the documentation needed.
- Andrew is sure to verify the email address prior to submitting a document request. He then goes on to set the proper expectations for when the client should expect to see that email.
Opportunities:
- This loan was coded as a "phone call from client," however, this was an interally transferred call from CR Servicing. It is important that we accurately code loans for tracking purposes.
- Proper grammar/language/word choice. (9:30) At the end of the call the client Thanks Andrew and he responds with "not a problem!" This is negative connotation, which we want to avoid as we want to preserve the client experience. Try replacing with: My pleasure, your …show more content…
Andrew does not acknowledge this with empathy, which would demonstrate that he is listening and that he cares. Try: "I'm sorry for the inconvenience of having to use your time in tracking down documents..."
- Control. (5:24 - 6:36, 7:20 - 8:00, 8-30 - 9:22) There are silences where Andrew should have utilized the hold button. By not utilizing the hold, we risk losing control of the phone call. Try: "I am going to pull up those documents and review them quickly, do you mind if I put you on a brief hold?"
(1:40) Whenever there will be silences or a hold, it is important to foreshadow to the client what we are doing so they are not left in the dark.
- Conclude the call properly. Andrew misses the opportunity to ask the client if she has any other questions. We do this to ensure a one call
- Andrew does a nice job of executing on the strong intro with the team member. This is good for consistency.
- Andrew does a nice job remembering to advise both parties on the line that the call is disclosed. As well as verifying that it was okay to speak with Elizabeth's daughter regarding the documentation needed.
- Andrew is sure to verify the email address prior to submitting a document request. He then goes on to set the proper expectations for when the client should expect to see that email.
Opportunities:
- This loan was coded as a "phone call from client," however, this was an interally transferred call from CR Servicing. It is important that we accurately code loans for tracking purposes.
- Proper grammar/language/word choice. (9:30) At the end of the call the client Thanks Andrew and he responds with "not a problem!" This is negative connotation, which we want to avoid as we want to preserve the client experience. Try replacing with: My pleasure, your …show more content…
Andrew does not acknowledge this with empathy, which would demonstrate that he is listening and that he cares. Try: "I'm sorry for the inconvenience of having to use your time in tracking down documents..."
- Control. (5:24 - 6:36, 7:20 - 8:00, 8-30 - 9:22) There are silences where Andrew should have utilized the hold button. By not utilizing the hold, we risk losing control of the phone call. Try: "I am going to pull up those documents and review them quickly, do you mind if I put you on a brief hold?"
(1:40) Whenever there will be silences or a hold, it is important to foreshadow to the client what we are doing so they are not left in the dark.
- Conclude the call properly. Andrew misses the opportunity to ask the client if she has any other questions. We do this to ensure a one call