Summary Of Alivia's Case

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Strengths: Alivia greets the client in a polite and upbeat tone. She empathetically relates to the client's concern. From here, she suggests contacting the correct team or team member that will be able to better assist. She ends the call on a polite note. Inches: Verification- If we are accessing the loan with the client we must verify the client's identity with at least 3 pieces if ID for security purposes. This protects our clients and their privacy with personal information. Control ( rate of speech)- (0:33)Understandably we want to show understanding of the client's concern, allow the client to complete their thoughts prior to providing your response moving the call forward. Hold- Alivia does well with setting expectations with

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