Critical Thinking Case Summary
Strengths:
- Did tell the client that we would be looking into his concerns internally.
- Foreshadow to the client that deposit would be received less cost of the credit report.
- Mark did ask the client to explain a little more when the client said that pricing has changed.
- The call was disconnected at the end, Mark did reach out to the client to explain that we would look into this internally.
Opportunities:
- NRCC/Digging Deep: The client advised Mark that the MB never called him back and there was no NRCC filed. All TM that work for QL are held to a 24 hour return call policy if the client is stating that MB never called back we would want to do a little more digging even if the client does not provide too much information …show more content…
At 3:50 after the client said that he no longer trusting QL Mark could have offered an apology he could have said "I do apologize you no longer trust us we certainly don't want to lose your trust, here is what I am going to do for you." At 4:49 Mark did say to the client "I get it completely" that was the only time empathy was given to the client.
- Control: Mark needed to ARP a little better, the client was all over the place, Mark should have acknowledged the client's concerns and let the client know what we are going to do moving forward. He did advise the client that we would research this internally but never recapped the client's concerns. ARP'ing will help guide the call.
At 5:35 Mark did tell the client to hold on for a moment, not sure on what Mark was doing but this would be a good time to either foreshadow to the client on what he was doing or utilize hold time. Too much dead air is awkward, asking the client to hold would guide the call more smoothly. Mark did ask the client at 6:08 if he could place him on a brief hold.
- Utilizing resources: When client advised Mark that his closing cost keeps on going up Mark should have pulled up the application package on the HHYNW the client did have a lender credit of 2250.00 Mark should have went over the numbers to make sure client was aware of a lender
- Did tell the client that we would be looking into his concerns internally.
- Foreshadow to the client that deposit would be received less cost of the credit report.
- Mark did ask the client to explain a little more when the client said that pricing has changed.
- The call was disconnected at the end, Mark did reach out to the client to explain that we would look into this internally.
Opportunities:
- NRCC/Digging Deep: The client advised Mark that the MB never called him back and there was no NRCC filed. All TM that work for QL are held to a 24 hour return call policy if the client is stating that MB never called back we would want to do a little more digging even if the client does not provide too much information …show more content…
At 3:50 after the client said that he no longer trusting QL Mark could have offered an apology he could have said "I do apologize you no longer trust us we certainly don't want to lose your trust, here is what I am going to do for you." At 4:49 Mark did say to the client "I get it completely" that was the only time empathy was given to the client.
- Control: Mark needed to ARP a little better, the client was all over the place, Mark should have acknowledged the client's concerns and let the client know what we are going to do moving forward. He did advise the client that we would research this internally but never recapped the client's concerns. ARP'ing will help guide the call.
At 5:35 Mark did tell the client to hold on for a moment, not sure on what Mark was doing but this would be a good time to either foreshadow to the client on what he was doing or utilize hold time. Too much dead air is awkward, asking the client to hold would guide the call more smoothly. Mark did ask the client at 6:08 if he could place him on a brief hold.
- Utilizing resources: When client advised Mark that his closing cost keeps on going up Mark should have pulled up the application package on the HHYNW the client did have a lender credit of 2250.00 Mark should have went over the numbers to make sure client was aware of a lender