Strengths:
- Good execution of the strong intro with the team member.
- Kasey does a wonderful job empathetically acknowledging the client all the way through this call. Great! Good initial empathy regarding the trouble with myql. She goes on to further empathetically acknowledge with the client about her slow internet connection. When the client needs to make a second attempt at creating her account, Kasey apologizes for the inconvenience.
- Kasey foreshadows the password requirements to the client prior to having her type it in. Good for efficiency.
- Good control throughout the e-sign process.
- Because Kasey knows the client is in a hurry, she reassures her throughout the call on their progress to finish.
- Great execution of the strong close to wrap the call up.
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(5:44) Kasey advises the client "no worries!" We want to avoid using negative connotation in order to create the best client experience. Try replacing this with "you got it!" "absolutely!"
- Verify email address. (1:30) Kasey asks the client for her email address as part of the verification process. Immediately after the client gives her email address, Kasey advises she's sending the client an email. We want to ensure that we get confirmation from the client before sending the registration link, as an added step for client
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.
In preparation of the approval of Mr. K. Grooms’ request, the Web Developer sent a reminder what his login ID is and reset his password. The new password was securely sent to him.
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".
Step1. The client starts to utilize a Kerberized application by entering the client name and password. Alternatively, the client can ask for particular ticket signals and indicate the key sort to be utilized for developing the secret key. The client can likewise acknowledge the default, arranged for the customer. The client sends the following data to the Authentication Service (AS) to acquire qualifications:
Relevant coding- Melissa coded the client's concerns regarding the advertisement received, however, she did not include the code regarding the disbursement information provided. For accurate record keeping, we should include all codes that reflect
Prior to ending the call, she is sure to confirm there are not other questions or
- Control. (2:34 - 2:41) Talisha and the client are speaking at the same time. As a best
- Bria executes on the strong intro with the okay to speak with as well as the client when he is brought on the line.
- After the CR Servicing Advocate sets the client up on paperless, Shai executes on the strong close before transferring to a banker. Great!
- Missy gains agreement with the client after her strong intro. This is good to ensure they are both on the same page prior to moving on.
The funds appear, and she concludes the call by inquiring if there were any further questions.
She ends the call strongly by inquiring if the client had any other questions or concerns. The call ends on a polite note.
(1:23 - 1:58) DeAngelia advises the client "give me just a second here," but does not foreshadow to the client what she is doing. By allowing dead air in our calls, we are able to lose control. Be sure to give a foreshadow of what you are doing and why, before any pauses. OR utilize the hold. For example: "I'm just going to pull up your account, Mike. Bear with me just one moment..."
Empathy-(0:59) (1:41) Throughout the call, there missed opportunities for empathy where the client expressed confusion regarding the delivery of the gift card. Opposed to providing empathy, Jeremy made our process the client's problem by not clicking the redemption link. Consider offering empathy for any inconvenience not receiving the gift card.
- Krista asks the client 's questions to find out more about who she is working with and when she provided the documentation.