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Psy 270 Week 6 Critical Thinking Case

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Rachel leads with who she is and why she is calling, prior to asking if it's a good time to speak. (00:38) Rachel lets the client know that we want to make sure that he is getting answers. Acknowledges that he feedback was from a few days ago but she wanted to reach out to make sure that his concerns have been address. (00:58) Rachel asks the client if he was waiting for the CCS to call back. (3:28) Apologizes to the client about not hearing back from the TM and lets the client know that this is not the experience or expectations we want to set with our clients. (3:46) Lets the client know that we want to confirm his DOB and would like to have CCS follow up to get the ball moving on the loan. (3:59) Confirms the client's birthday

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