Xcom/285 Week 1 Case Study Answers

Tomika will talk out what she is doing as she is searching for resources or answers to questions. She will also let the callers know exactly what she is doing and how our system works. It’s her way of a friendly banter, but it’s not professional to let someone know how the system works. She needs to work on following the verification of the NAPE and order protocol. The caller’s connected with Tomika however, she creates longer call times by sharing personal information to make a connection.

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.

Great job gaining a better understanding whether the client is looking for an updated Good faith estimate.

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

The above said information shows that the information is complete and very accurate, because she explained very clear in 2 sentences who she is and why she called.

Andrew greets the client in a polite and a professional tone. great job offering the client empathy for any trouble she had getting the message of the information needed.

Long call: I didn’t mark the call for transfer expectation per I felt the client had already provided the assigned team member’s (William’s) extension when requesting to speak to Marilyn. It wasn’t necessary to provide the information as I felt it would have disturb the natural flow of the call. Additionally , she fulfilled the client’s request as it relates to what she foreshadowed before the transfer. I think the explanation of the OOO process was fulfilled when Erika informs the client she will reach out to Marilyn which is covering for William or someone from their team per she returned from hold with someone from their team. I think she did a good job of owning the call by deviating from regular protocol as this allowed for a natural

- 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

This can be inferred as she keeps repeating “ Twenty minute” (1035-1036). She is probably having second thoughts about Arnold and that is why she wants to leave so quickly and is frustrated by

Diane Turner: She wanted to know if she could dress busy causal or does she have to wear scrubs.

- 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.

- Juliea was not actively listening, at 2:01 after client explained why she was calling Juliea paused for a moment and then ask the client for her name. Client provided that information at the beginning of the call. You might want to write it down so you can remember.

Repeat back to the client what they have said, and ask them if you have

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

19. 1:36:57 – 1:37:06 Cut quickly to close, wide shot angled look of Tono’s head, upside down, as he is sleeping. Loud speaking wakes him up. The voice says to be silent in the name of their Jewish God and tells them to stand where they are. Tono lifts up his head as the camera pans past up towards the window right in front of him. The man outside yells to wait their turn.