Strengths:
- Alivia executes on the strong intro.
- After asking 2 questions for verification, Alivia foreshadows a bit of silence as she reviews the notes.
- Alivia comes back to the client 's concerns regarding the faxes that had not been received and confirms with the client that this has already been handled.
- Alivia foreshadows a transfer to the loan contact.
- Good use of positive language: Of course!
- When she returns from the hold, Alivia lets the client know that she will leave the mb a message on her behalf and offers the client 's his direct contact info.
- Alivia foreshadows the turn time on a return call after leaving a voicemail. Good!
Opportunities:
- Verification. Alivia begins by asking the client for a phone number to pull up the account. The phone number given does not pull up any loans in AMP and is not attached to either client listed on the loan. In total, Alivia asks 2 questions for security that can be verified, rather than 3. It is important that we do this in order to protect our client 's security.
- Verify phone number. Alivia misses the opportunity to confirm with the client the best phone number for her to pass along to the mb for a call back. It is important that we set correct expectations with our client, as well as set our team members up for success.
- Proper grammar/language/word choice. (3:30) At this point, Alivia tells the client
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- Empathy. Alivia misses the opportunity to empathize with the client regarding the confusion as to the current loan status, how long the loan has currently taken to close, and the trouble the client is having with regards to faxing her information in. It is important that we acknowledge these concerns with empathy up front, so that we can demonstrate to our clients that we 're listening and that we care. For example: "I hear your concerns, Mariana, and I understand your frustration. I want to get us some answers today. In order to do so, I must first pull up your