Unit 5 Health And Social Care Swot Analysis

There are two chief participants in this case study, Paul Mackay and Jackie Patrick. Mackay, a sole proprietor of Lawsons (a general merchandising retail site in Riverdale, Ontario), has approached the Commercial Bank of Ontario in order to acquire an additional $194, 000 bank loan and a $26,000 line of Credit. Patrick, a first time loans officer, has been appointed to Mackay’s request. As such

- Empathy. (2:30 - 3:05) The client advised of her frustration with the miscommunication about the loan and deposit. Nancy misses the opportunity to acknowledge this with empathy, to demonstrate that she cares and that she is listening. Try: "I'm sorry for the

In 2014 the uninsured rate among young adults dropped by more than 40 percent, corresponding to 4.5 million additional insured young adults.

Verification- Christian did not verify the client prior to addressing the client's request to speak with a team leader. Whenever we access a loan, even if no account specific info is discussed, we should always verify the client to ensure we are speaking to the correct person.

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

There is a principal curtailment in the amount of $500.00 posted in July. The borrower is requesting the funds to be reversed and refunded. Send an email over to Investor Accounting to seek approval of the transaction request. Once approval is received, submit the request to Payment Processing. If the request cannot be approved, draft a response to the borrower advising of the circumstances.

The business I am starting is a Skilled Nursing facility, and the name of the company is New Century Care Center. The goal with this long term care facility is leasing the facility from an owner of the building, being the landlord. The background of this company is to provide care to our aging population with customer service and respect. My vision is, “Patient Centered Care.” Our goal is to provide the utmost dignity and respect one patient at a time. Defining our company goals and visions will be led by our Strategic Management team to help guide our company process of decision in executing and implementing and creating the organization and company’s policies and processes. Furthermore, it will include our mission statement, vision and

- Verify phone number. (13:30) Cody advises the client that he will leave a message with the mb on his behalf. When we do this, we want to ensure we verify the best phone number for a call back--so that we can set our team member up for success.

She offers empathy to the client for the inconvenience of the delayed availability of the funds.

Empathy- Although empathy is offered at ( 4:05) There was an opportunity to offer earlier on when the client initially expressed his concerns (3:50) . We offer empathy upfront to show care and this appears more genuine to help build trust.

The member informed he is aware about the transfer and he doesn't have a specific reason. He verbalized that Aetna’s MLTC everything is been good. No more reasons were verbalized by the member.

(3:15) After offering the client an empathetic acknowledgment Anneilia advises "no worries..." We want to avoid using negative connotation, such as this, in an effort to provide the most positive client experience possible. Try taking this out and starting your statement at "...we can try

Robotic, monotone, scripted -(2:53-3:17) ( 4:09) ( 4:25) ( 4:44) There were multiple instances in the call where Genise continued to reiterate the deposit agreement to the client. We should use this opportunity to acknowledge the client, dig deeper into their concerns and state their option at that time. If there is continued pushback, get the client over to BOLT for a second voice.

In your correspondence you indicate your dissatisfaction with the level of service and the lack of communication from your loan officer throughout the loan process. You also mention funds were taken from your bank account without your prior knowledge. . Additionally, you express concern that you were continually pressured to pay for the appraisal report and considered the cost unreasonable.

- Empathy. DeAngelia misses opportunities to offer the client an empathetic acknowledgment early in the call. The client is calling in, because he is confused about the letter that he received, which has a blank space to describe why he was denied. We want to offer empathy so that our client's know that they've been heard and that we care. Try "I can certainly understand the confusion with that letter, I'll be able to give you a bit more information. The first thing that I need to do is pull up your account..."