Jj Strengths And Weaknesses

J.J. Watt is an inspirational hero and tremendous pro athlete. He is an American football defensive end for the Houston Texans of the NFL. In the 2011 NFL draft, Watt was picked 11th by the Texans. He played college football at Wisconsin, also Watt won the AP NFL Defensive Player of the Year Award three times in his first five years. Watt holds the franchise record in sacks and forced fumbles. With all these impressive stats and accomplishments J.J. has even better ones. Watt has impacted societies in a big way. Watt is the president and founder of the Justin J. Watt Foundation, a charity organization that gives after school for activities and opportunities for kids in different communities, allowing them to get involved in sports

Sarah begins by asking the client if he remembers his password, when he is unsuccessful at signing in, she pivots immediately to doing a hard reset on his password. We want to always at least educate the client about the self service option for when he forgets his password--as this can help to avoid the client having to continue to call in for this.

Between 4:21- 4:51 Too much dead air we want to make sure that we are guiding the call this will help with the efficiency of the call. Krista should have foreshadowed to the client "once you client on the link let me know what you see next".

Initial ARP w/empathy- (0:29) (6:00) The client is having difficulty contacting a CCS assigned to his file and he decided to call CR to express this difficulty. We should offer an empathy in the ARP format to acknowledge his difficulties, foreshadow how we can assist and pivot to obtain the account information. ( " I am sorry to hear you are unable to contact him, I'll be more than happy to help you get you in contact him, is there a phone number I can locate you file with?")

I was listening to my client in the proper way. I felt more comfortable than video1. Over all I

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

Ownership- Andrew did not possess a Yes before No attitude while assisting the client. There was no solution given in the call to assist the client with her concerns. Moving forward in these instances, we

- 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

- Foreshadow timeframe of follow up. Krista forwards the client onto the banker's voicemail and advises that he should get a call back "tonight." While we want to display a sense of urgency, it is also important to set proper expectations with our clients. Krista misses the opportunity to advise the client "I am confident ____ will call you back tonight, if that is what he told you. I want to also have you leave him a voicemail, this definitely ensures a call back within 24 hours." This is important so that we set our team members up for success.

- Good foreshadow to the silences and the hold. Explaining what you are doing and pivoting.

“You can go in and talk to [the client] for a two minutes, five minutes, depending on who it is. But a few minutes will change their lives,” says Rubio.

- When the client advises that he is in a hurry and can't speak with CR Servicing now, Andrew is sure to give the client the direct phone # to them. Good job!

- 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..."

The client seemed very confused as though she was not sure of what to say and looked up the ceiling taking pauses, blinking, sighing as she spoke about the presenting issue. i nodded continuously to

“It is the client who knows what hurts, what directions to go, what problems are crucial, what experiences have been deeply buried.’ (Rogers, 2004, p11).