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Nt1330 Week 1 Case Study

Satisfactory Essays

Strengths:

- Sarah executes on the strong intro with both the team member and client.

- Good job taking ownership on the warm transfer.

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

- Sarah begins guiding the client through resetting his password/logging in.

- She demonstrates her active listening skills by digging into the client mentioning to his wife about the default password.

- Great execution of the strong close!

Opportunities:

- Proper grammar/language/word choice. (2:15) Sarah advises the client "the password, I don't have in front of me, for security reasons." We want to ensure we are always leading with the reason why, when explaining this to the client, to create the most positive client experience possible. For example: "For security reasons, I am unable to access your password. What I can do for you is..." …show more content…

Sarah begins by asking the client if he remembers his password, when he is unsuccessful at signing in, she pivots immediately to doing a hard reset on his password. We want to always at least educate the client about the self service option for when he forgets his password--as this can help to avoid the client having to continue to call in for this.

At 5:50 - 6:10, Sarah advises the client that he can keep the reset password, however, this is temporary and unsecure, so we should always walk the client through resetting it once logged

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