A Case Study Noel's False

My goals for the session were to introduce myself to the client, understand the client’s concerns, learn her background and current situation for several areas relevant to her life and her concerns, such as medical, family, legal, educational, and vocational. I

Ayanda greets the client in a polite and a professional tone. She does a great recap of the client's concern to ensure she understands with clarity.

After holding, she explains there is a specialist that is assigned to the account and she gains a better understanding, she empathizes with the client and offers to reach out to the TL of the disbursement analysis. She then politely requests to place the client back on hold to reach out.

Finally, maintaining routine by asking the client of her feedback and discussion how we might work thru the problem can help create a rapport and working relationship with Laurel.

(5:10 - 5:30) The client asks Krista 2 questions--What the banker put in the notes and what time the banker's shift ends that day. In Krista's responses, she leads with the negative--"He hasn't put any notes" and "we don't have schedules for bankers..." In order to create a positive client experience, lead with the positive. For example: "It appears as though those are notes that only ___ has access to at this point..." and "I'm confident that if ___ said he'd call you today, he will. When you speak with him, he'll be able to give you information about his typical work

With this essay, I aim to explore the importance of building a rapport with your client

Prior to ending the call, she is sure to inquire if the client had any further questions.

(1:36) Geneese is understanding of the client's concerns and lets the client know that she appreciates that client bring this to our attention.

She politely inquire to place the client on hold to look further into the promo.

She politely requests to speak with the client to verify and offers empathy for the additional verification.

She also focused on both of their body language while they answered the questions. An example of one of the open ended question was when Susan asked Patty if she could tell Josh how she feels about all the things he does for her and explain to him why it’s important to keep doing those things. Susan then asks Josh a closed-ended question "Can you hear her?" he responds with "yes". This is an effective questioning method that can bring on many responses. Important information can be revealed if asking meaningful questions. Susan also uses closed-ended question while paraphrasing. She paraphrases to Patty "you being here touches me, I am just so afraid” followed by “that's what you're telling him right?" Patty then responds with "exactly". This shows the client that the helper is truly engaged with the conversation and is paying attention and following what Josh and Patty are saying. Susan engages the couple in dialect and gives nonverbal ques of alertness such as nodding and saying “mm-hmm”

Adapting to the client's personality- Opportunity to build rapport- (0:17) At this time, the client states she has recently closed her loan. This is an opportunity to build rapport with the client to customize our calls. Congratulate the client and welcome them (again) to the QL family.

She is sure to inquire if there are any further assistance prior to ending the call.

She uses resources to politely request to place the client on the hold while looking into his concern. Once back on the line, she sets the expectations that he would speak with our Servicing team.

Active listening and active comprehension of the client’s perspective to be reflected in the course of questioning.