Strengths: Pennee was sure to offer empathy regarding her pace of speech and slow to a pace where the client can understand. She politely inquire to place the client on hold to look further into the promo. After holding, she verifies the email to send out the claim form and informs the client to send back with the supporting docs. She is sure to inquire if there were any further questions or concern prior to ending the call. Inches: Turnaround time- Anytime we are setting up a Doc request ( or any follow-up) to the client, we should be setting the proper expectations when the client should expect it to arrive. this way he wouldn't expect it within 5 minutes if we are sending within 24 hours. Relevant coding and effective LJN- Pennee
I asks is that's what she wanted to do, however, she sounds very confuses so I suggested to her to call us back if needed.
After holding, she sets the expectations the TSI disbursement team will be able to assist further in the matter.
She politely requests to speak with the client to verify and offers empathy for the additional verification.
Gloria will review the claim to ensure that the preauthorized billing amount is correct. If correct, she will route to the Team Lead for processing.
Paige misses the opportunity to offer the client further empathetic acknowledgments after she explains the reason for her call and that QL "must think she's stupid." It is important that empathy is given as often as necessary, as this is how we demonstrate that we're listening and that we care. For example, at 3:00 try: "I hear your concerns, Nancy, and I understand your frustrations..."
I informed her that I will do some research and I will call her back.
- Empathy. ( :30 - 1:00) The client advises that he has COPD and has a hard time getting in and out of his bathtub, which is the reason he is looking for some cash out of his loan--to purchase a new bathtub. Paige misses the opportunity at this point to offer the client an empathetic acknowledgement, which shows that we're listening and that we care. Try: "I've heard about that, William, I can't imagine how tough it is for you. Here's what I want to do for you today..." This will also help to take control of the call, if you use it in your initial ARP to pull up the loan.
Crash made a drastic change at the end of the book. He changed from being Penn's bully and Mike's best friend to Penn's best friend and silent with Mike. In the beginning, he would taunt others with Mike. He would hate seeing Jane and Penn together. He thought the things he did were funny. He had fought in the lunchroom with Mike and made fun of Penn. When he read Penn's essay about Penn's great-grandfather, something changed. This is the turning point of the story. He returns the crumpled essay to Penn. This is his first act of kindness towards Penn. Now, Crash is much more thoughtful of others. During the relay race, he let Penn win. This proves that he is now much more compassionate. At the end, he does many acts of kindness. He helps his
She sets the proper expectations of the status at the time of the call and suggests contacting the assigned team member ( CCS) for further update.
To continue to fill dead air, she builds rapport with the client by asking how her weekend went etc.
Concluding the call- Jackie inquire a couple times in the call if the client had any further questions. However, each time the client
Prior to ending the call, she is sure to inquire if there are any further questions to promote first call resolution.
Prior to ending the call, she is sure to inquire if there are any further issues or concerns.
“What,” I call back. She does this every time, it’s often something different but couldn’t she just tell me?
She ends the call politely and inquiring if there were any further questions or concerns.