Swot Analysis Case
Strengths:
- Good execution of the strong intro.
- Good foreshadow to the hold.
- Nancy does a good job advising the client that her CCS is the best point of contact.
Opportunities:
- Hold exceeding 3 minutes. (9:05 - 13:32) We want to be sure that we check in with the client if the hold time is getting close to 3 minutes, otherwise, we should be foreshadowing that the hold could be up to 5 minutes. This is important to do, so that we can provide the best possible client experience.
- Proper grammar/language/word choice. (15:30) Nancy does not lead with the positive when she tells the client "I would not be able to provide the appraiser's number..." We do this in order to create the best client experience. Try leading with the reason: …show more content…
Throughout the phone call, there is confusion with the client as to what the appraisal is actually requesting. At (16:30) the client says that the appraiser told her something different than what Nancy explained and that he would send it to us. In order to provide guidance and clarity, it would be a good idea to request to have a copy of the appraisal sent to the client (or advise her to check out myql).
- Empathy. The client advises that she "has a problem" and wants to request a new appraiser. Nancy misses the opportunity to acknowledge this with empathy. We do this to demonstrate that we're listening and that we care. Try doing this early in the call: "I'm sorry to hear about your concern with the appraisal..." The client goes on to express her confusion with what is going throughout the remainder of the call and that is not empathized with.
- Control. (8:35 - 8:53) After the client advises that she doesn't know what is going on, there is an unforshadowed span of dead air. We want to be sure that we are filling the client in on what we are doing, to "turn the light on" for them. We do this by foreshadowing or utilizing a hold. Try: "I am reading through some notes on the appraisal, bear with me just one
- Good execution of the strong intro.
- Good foreshadow to the hold.
- Nancy does a good job advising the client that her CCS is the best point of contact.
Opportunities:
- Hold exceeding 3 minutes. (9:05 - 13:32) We want to be sure that we check in with the client if the hold time is getting close to 3 minutes, otherwise, we should be foreshadowing that the hold could be up to 5 minutes. This is important to do, so that we can provide the best possible client experience.
- Proper grammar/language/word choice. (15:30) Nancy does not lead with the positive when she tells the client "I would not be able to provide the appraiser's number..." We do this in order to create the best client experience. Try leading with the reason: …show more content…
Throughout the phone call, there is confusion with the client as to what the appraisal is actually requesting. At (16:30) the client says that the appraiser told her something different than what Nancy explained and that he would send it to us. In order to provide guidance and clarity, it would be a good idea to request to have a copy of the appraisal sent to the client (or advise her to check out myql).
- Empathy. The client advises that she "has a problem" and wants to request a new appraiser. Nancy misses the opportunity to acknowledge this with empathy. We do this to demonstrate that we're listening and that we care. Try doing this early in the call: "I'm sorry to hear about your concern with the appraisal..." The client goes on to express her confusion with what is going throughout the remainder of the call and that is not empathized with.
- Control. (8:35 - 8:53) After the client advises that she doesn't know what is going on, there is an unforshadowed span of dead air. We want to be sure that we are filling the client in on what we are doing, to "turn the light on" for them. We do this by foreshadowing or utilizing a hold. Try: "I am reading through some notes on the appraisal, bear with me just one