Doc Strengths And Weaknesses

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.

After holding, she set the expectations that she has brought in the closing rep to assist and that she'll stay on the line in case her assistance is further needed.

- Krista then utilizes her resources and does a search for this phone #. She foreshadows the silence as she researches this.

She offers to use resources such as Bomgar to view what the client sees on her screen.

“Oh, next time can you please call me and tell me what you are doing.”

Lauren leads with who she is and why is calling, prior to asking if it's a okay to speak. Lauren recaps the client's concerns.

He ends the call politely. inquiring if the client had any other questions or concerns.

She is sure to inquire if there were any further questions or concern prior to ending the call.

She assists the son complete the doc and ends the call on a polite note.

- She then finds out the reasons for the client's call so that she can formulate an action plan.

She provides the contact information for the CR team in case the client has any further concerns.

DeAngelia is sure to inquire if there were any further questions, prior to ending the call politely.

She brings the MB back into the call to assist further and drops off the call

Great job using positive wording to encourage the client they were heading in the right direction. She walks the client step by step as he creates his account.

When finishing a phone call, I always make sure to go over any of the details that we have discussed. Summarising what you have spoken about or even just taking note of the details of the caller (if answering someone else’s phone) will help make sure that everything is accurate show that you are professional and care about accuracy.