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Empathy Swot Analysis

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Strengths: Genise greets the client in a polite and a professional tone. She does a good recap of the client's concern to ensure she understands with clarity. From here, she does a good job digging deeper into the issue of the returned check, confirming there was a check sent out previously in from the TSI team. She sets the proper expectations to place the client on the hold to review the note information. After holding, she set the expectations there was another check sent and offers to provide the tracking information. She ends the call strongly by inquiring if any further assistance is needed and the call ends on a polite note. Inch: Empathy- ( 1:54) (3:00) (4:17) there were a few opportunities missed to offer empathy and understanding

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