Strengths:
- Dena gains agreement with the client to ensure they are on the same page.
- After strong closing and foreshadowing the transfer (good!), Dena then goes on to set expectations for the client to leave a voicemail if the team member is unavailable. Including that it ensures a call back within 24 hours.
Opportunities:
- Strong intro. During her strong intro, Dena is sure to introduce herself, however, she misses the opportunity to greet the client using her name. It is important that we do this, in order to make the call more personable. In an instance like this, where the client gives her name and goes on to explain the reason for calling in, use the client's name at your first opportunity (at :23)
- Control. (1:25 - 1:33,
Between 4:21- 4:51 Too much dead air we want to make sure that we are guiding the call this will help with the efficiency of the call. Krista should have foreshadowed to the client "once you client on the link let me know what you see next".
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
- 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
Strong Intro- During the initial greeting in the call, Melissa only provided her first name in the Strong Intro to the internal TM. Understandably we may be less formal when speaking with the TM, however, be we can not be 100% sure the client is not being cold transferred on already on the line when CTI pops up. Therefore, we should always provide our full Strong intro when answering the call. Also, Melissa did not restate her name when speaking to the client, this helps if the client needs to recall who they spoke with in the future.
I am extremely excited to be applying for the 2017 Instructional Assistant summer session position. I see this as not only a job, but a great opportunity to gain hands on experience within the field of special education. I currently attend Old Dominion University and major in speech pathology & audiology, with a minor in special education. I have two more semesters to complete before I graduate and attend graduate school. I have completed all of my special education classes and I have a total of 3 more speech classes to complete. Therefore, I am familiar with special education, communication disorders, assistive technology, and individuals who are deaf and hard of hearing.
3364894233 Telzerow, Meghan- Client is stating that their HOI payment from closing was never received.
The function of a HLTA will be relevant and specific to the setting that they are employed, but the overall aim is to help children to achieve their full potential through a number of teaching methods suitable to each childs needs.
- Foreshadow timeframe of follow up. (6:27 - 6:53) Nancy advises the client that she'll need to speak with Eric (SC) to confirm the loan process has stopped. Nancy later offers a conference, but does not foreshadow to the client that "if you get his voicemail, leave a message, as that ensures a call back within 24 business hours."
- Bria executes on the strong intro with the okay to speak with as well as the client when he is brought on the line.
Hello my name is Andrea Mangrum from Virginia. I am an Instructional Assistant (SPED) in the public school system. I am pursing a degree in Special Education here at Liberty University. My plan is to eventually get my Masters in Education and become a License Special ED teacher. Married for twenty-one years, two children Walter and Mercedes. Three awesome and beautiful grandchildren. This is it, my last class before graduation going to finish strong and it was all worth it class of 2017.
Tierra is an agent that has to be kept busy doing something. She gets restless easily but as long as she is doing IVR's , tax receipts, Cd's etc she is focused and positive. She is also a quick learner however being on time for work has become a challenge for her lately since she has been working in the salon. For the most part, she has always been respectful towards myself and her fellow
An Administrative Assistant can be categorized into two types: One that may work in an educative environment or one that may work for a business in an office.
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