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
Empathy- (0:49) Jeremy does a good job offering empathy during the call, however, there was a missed opportunity in the beginning after the client initially explains her concerns. We should offer empathy upfront in the call to show care and build trust earlier on. Consider using the ARP skill to respond to the client. ( I am sorry to hear you haven't received the check, I can take a look into this further, may I pull up your account using
- After the client explains the reason for his call, Kaylonni foreshadows the flow of the call--advising that she will need to transfer to assist. While Kaylonni mentions the "Servicing Team" she is sure to explain that they "specialize in payments."
He has brilliant communication skills, he is very confident in speaking to the client and getting the job done in short time by communicating the right information in best possible way, this ability is remarkable often when he facilitates the conference call that involves various team members and managers sometimes for some critical issues affecting production of our client.
She provides the client's username and details for resetting the password, promoting the MyQL website. She is sure to set the expectations for the link expiration.
Jeremy does a good job ensuring the client had an opportunity to review the report before discussing it and educates the client regarding the sales comparison approach.