Cody Case Study

Excessive dead air throughout the call. The CAE did not follow proper hold time procedure.

The article, ‘Judge: Cop Killer Brandon Daniel competent can dismiss lawyers’ published in July of 2015, talks about Daniel’s case—overall punishment. This article is about a twenty-six year old man, Brandon Daniel, who murdered an Austin, Texas police officer. The police officer, Jaime Padron, received a call involving shoplifting at a Wal-Mart in the north side of town. Both, Brandon Daniel and Padron were wrestling on the floor when the officer was shot dead. In this situation, this murder is considered capital murder. When an individual is sentenced with capital murder, they are sentenced execution or in other words the death penalty. Texas is known for having the highest number of death penalties since 1976. However in this case,

Concluding the call- Landon ends the call by assumptive phrasing suggesting if the client has any further questions to call CR back. We want to be sure that we are phrasing this as a question to proactively address any issues that the client has. This assures we are offering our assistance as further courtesy opposed to ending the

Follow-up number/ Follow-up timeframe- If we are offering a follow-up on behalf of a fellow team member, we should be sure to verify the phone number and the timeframe the client should expect the call. This helps the client be aware of the phone line they will be contacted on and when to possibly avoid a missed call.

Andrew greets the client in a polite and a professional tone. great job offering the client empathy for any trouble she had getting the message of the information needed.

- 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

As good as Mike is there are other factors when responding to a call, both before and after, that can have a significant impact on his bottom line. It’s those things that happen before and after a call that we are going to focus on for this project.

The Intrust Super Premiership NSW representative side will look to retain the Residents shield at 1.40pm today when they take on their Queensland counterparts at Suzuki Stadium.

Erika has the opportunity with clarity. We inform the client a MB will call back ASAP and then we state shortly. This sounded a little awkward/conflicting. It's important we provide information that's easy for the client to understand.

Cynthia has the opportunity to ask the servicing advocate to bring the client on the line right away. It is important to take the call right away in order to avoid excessive hold

- ( :25) After the client advises why she is calling in, Nancy has a good specific initial acknowledgment. This demonstrates that she is listening.

Verification- Christian did not verify the client prior to addressing the client's request to speak with a team leader. Whenever we access a loan, even if no account specific info is discussed, we should always verify the client to ensure we are speaking to the correct person.

- Empathy. (3:52) The client expresses concerns in making sure nobody else was pulling her credit for another property. While Alaina is reassuring to the client that this has not happened, she does not put herself in the client's shoes by offering a statement of empathy. We do this, to demonstrate that we are listening and that we care. Try: "If I were in your shoes, I may be a little worried too. I do want to confirm for you that the credit inquiry pulled was as a result of the conversation you had with our MB..."

(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

Repeat back to the client what they have said, and ask them if you have