Critical Thinking Case

The purpose of the information to be communicated was to introduce myself and explain the reason for my call, then I ask the customer for their correct email address in order to get their council tax bill sent to

Before ending the call, Noel is sure to inquire if there were any further questions.

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

"Hi Monica, this is James from ABC Company. I have some questions regarding the financial data you sent me yesterday. Can you give me a call back when you have time? My number is 595-123-4567. Thank you."

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".

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

Because Karen Janssen already is a client, she doesn’t have to leave her number on the voicemail.

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

Ownership- Melissa did not take ownership in the call upfront to dig deeper regarding what the client viewed in the email. Earlier on in the call, let's address exactly what communication the client is referring to and use resources to gain a better understanding of how we can assist the client.

Communication: Deborah conducts herself in a manner consistent with the DPS Courtesy policy. She actively listens and asks relevant questions to ensure understanding of the assigned task.

- After being unable to pull up the loan, Paige then pivots to foreshadowing a transfer to CR Servicing.

Once Megan left I continued to make my calls. I spent 8 hours my first day making calls. I got many answering machines and spoke to many people. With my limited information provided by the script this experience taught me a lot.