Case Schwab Refi

- Conclude the call properly. Nancy misses the opportunity to ask if the client had any other questions before concluding the call. It's important that we do this in order to help promote a one call

What is the implied average collection period for the end of March? For the end of June?

- Foreshadow timeframe of follow up. (6:27 - 6:53) Nancy advises the client that she'll need to speak with Eric (SC) to confirm the loan process has stopped. Nancy later offers a conference, but does not foreshadow to the client that "if you get his voicemail, leave a message, as that ensures a call back within 24 business hours."

- Foreshadow timeframe of follow up. (2:55) When advising the client on the turn time of the email, she advises the client "sometime tomorrow." However, it is important that we are more specific, as this will help to set proper expectations with the client and further promote a one call resolution. Try: "I've put that in as a rush request, so you will get it as soon as possible tomorrow, no later than 9pm est." When

She does a good job inquiring about the details of the check ( amount and who is it payable to).

Clark, Quinn, Moses, Scott & Grahn, LLP is a commercial and business law firm. This law office is located in Indianapolis, Indiana. Clark, Quinn, Moses, Scott & Grahn, LLP was established in 1945. Their areas of practice include hospitality and alcoholic beverage law, estate planning and probate, governmental services, civil litigation, construction, law public utility law, and more. Clark, Quinn, Moses, Scott & Grahn, LLP is a member of Downtown

Once the client is complete, Lindsey ends the call strongly by inquiring if any thing else is needed. She drops off the call politely.

My conversation with Frank went very well. The intent of the call was to discuss that various service level we were looking for as he moves forward with reviewing new quotes from the insurance providers.

“We will be needing an answer in two days so that way we can have time for you to fill out all the paperwork and talk to us about it.”

Melanie did an awesome job controlling the call and positively adapting while having a natural conversation with the client. We did a great job explaining and confirming details while being solution driven. We did a great job following the correct process. We started and concluded the calls strong.

She offers empathy to the client for the inconvenience of the delayed availability of the funds.

Tara greets the client politely and informs the client the escrow refund is hers to keep.

recognized with high esteem which could open doors for someone looking for work in other organizations unlike Eezymount, a small unknown organization. There are also more job opportunities at Deloitte because they have multiple offices and multiple positions unlike Eezymount with only one small office. There is also the possibility of promotions and transfers. They also offer bonuses as an incentive for their employees to work hard to earn, which is contrary to Eezymount with no incentives at all.

A few weeks earlier, John M. Case, board chairman, president, and sole owner of the

For this issue, the arrangement is not coming to me immediately. In the wake of investing some energy posing immediate and capable inquiries, I have an arrangement to advance and I am not worrying about what I ought to do.