Critical Thinking Case

- After her strong intro, Sarah recaps the client's concerns and offers an empathetic acknowledgment. Great!

- Was a strong introduction executed at the beginning of the call? Krista did mention the client's name but never reintroduced herself. We need to make sure that we are executing that every call this is part of the strong intro.

Concluding the call- Landon ends the call by assumptive phrasing suggesting if the client has any further questions to call CR back. We want to be sure that we are phrasing this as a question to proactively address any issues that the client has. This assures we are offering our assistance as further courtesy opposed to ending the

After holding ( 2:41) (12:21) (15:14) Jackie removes the client from holding a few times in the call and none of them were provided with proper expectations of showing appreciation for his time and patience. ( " Thank you, Herbert, for

When you call someone and they are not there, you have to leave a message on their voice mail. Remember to state your name, your company, and what the phone call is regarding. Then leave your phone number even though you think they have it.

Long call: I didn’t mark the call for transfer expectation per I felt the client had already provided the assigned team member’s (William’s) extension when requesting to speak to Marilyn. It wasn’t necessary to provide the information as I felt it would have disturb the natural flow of the call. Additionally , she fulfilled the client’s request as it relates to what she foreshadowed before the transfer. I think the explanation of the OOO process was fulfilled when Erika informs the client she will reach out to Marilyn which is covering for William or someone from their team per she returned from hold with someone from their team. I think she did a good job of owning the call by deviating from regular protocol as this allowed for a natural

Andrew greets the client in a polite and a professional tone. great job offering the client empathy for any trouble she had getting the message of the information needed.

Before ending the call, Noel is sure to inquire if there were any further questions.

- Conclude the call properly. Nancy misses the opportunity to ask if the client had any other questions before concluding the call. It's important that we do this in order to help promote a one call

If a client calls and leaves a voicemail behind, it is important that the information includes: the name of the person calling, phone-number (if it is not a registered client) and there reason of calling, mostly because of an injury. The injury needs to be explained shortly and accurate so that Jeanny Louvenberg knows how seriously the injury is.

The purpose of the information to be communicated was to introduce myself and explain the reason for my call, then I ask the customer for their correct email address in order to get their council tax bill sent to

Empathy- ( 1:47) (3:32) (8:23)Melissa provided some empathy in the call, however, there were opportunities to provide empathy upfront in the call and throughout other areas. We should be sure to provide empathy each time it is warranted to ensure the client feels we are genuine in our acknowledgments and helps to establish trust.

- After being unable to pull up the loan, Paige then pivots to foreshadowing a transfer to CR Servicing.

She will continue to respond to inquiries with efficiency and accuracy. Deborah will continue to exhibit appropriate discretion when communicating with customers.

Once Megan left I continued to make my calls. I spent 8 hours my first day making calls. I got many answering machines and spoke to many people. With my limited information provided by the script this experience taught me a lot.