Sharane Strengths And Weaknesses

- After her strong intro, Sarah recaps the client's concerns and offers an empathetic acknowledgment. Great!

After holding, she explains that she spoke with the Closing rep that provided the closing date and set the expectations the closing rep will follow up that day.

Conference call- There were opportunities in the call to reach out to the client on the file to get authorization for the client to get his spouse OK to Speak with to address her concerns. Alternatively, we could transfer the spouse to the point of contact to assist the client regarding the message. CCS has spoken with WIFE before ( look in LJN).

After holding, she explains there is a specialist that is assigned to the account and she gains a better understanding, she empathizes with the client and offers to reach out to the TL of the disbursement analysis. She then politely requests to place the client back on hold to reach out.

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.

Concluding the call- Prior to transferring the call, we should be sure to inquire if the client has any further questions or concerns to promote first call resolution and as a courtesy in case the client did not mention it

No matter how busy she is I am always met with a pleasant and courteous individual who is eager to be of assistance. I appreciate the time she spends with me, patiently addressing my questions and concerns. As I have told her on several occasions, though I know I am not the only applicant she assists, she makes me feel that I am.

To check order status, you will need to sign into your account. Then you can keep track of your order.

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

Communication: Deborah continues to actively listen and asks relevant questions to ensure complete understanding of all assigned tasks or customer requests.

The time is approaching for Kathy and Jacqueline’s departure. I am going to provide Kathy and Jacqueline with gift cards. I’m suggesting that we all pitch in $5 for Kathy’s card, and 5$ for Jacqueline’s card. What do you think? I was informed that Kathy loves to eat at Luby’s, so I was thinking of getting her a gift card from there. I’m not sure what Jacqueline would prefer, so I decided to get her a multipurpose card. I will need the money for Kathy’s card by Thursday, 5/5/16. I will have cards available for kind words to be written from you all as well.

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This process was relevant to interpersonal gifting and after a couple of weeks I found myself with a case of ‘gifting anxiety’ because I have never bought a significant gift for my boyfriend before.

After small-talk that felt as if it lasted for hours, Dion finally offered me a gift. Dion exuberantly said, “As a token of my appreciation, I would like to offer you a golden opportunity. I could buy an item for you. Or if you would like, I could give you the Goldman Touch, the bank’s limited-edition gold paywave credit-card.”

Being raised by benevolent parents, I felt it necessary to bring a thank you gift along with me. However, what could a homeless girl like myself buy? Over the course of the year, I had become accustomed to begging, scavenging, and even bargaining. Gathering money wasn't my problem, choosing an appropriate gift was.