Genie Strengths And Weaknesses

Strengths:

Genise greets the client in a polite and a professional tone.

She does a good job informing the client the tax office will be able to provide the status of the refund.

She advises the client the tax payment would be made in the event we do not reflect a tax payment confirmed by the previous lender.

Inches:

Conference call- Genise missed the opportunity to conference the client with the tax office. This will help the client feel at ease when communicating regarding any tracking info on the payment or our assistance with inquiring about any other available options to ensure the client receives the refund in an expeditious manner.

Empathy- ( 4:29) there was an opportunity in the call to offer empathy to the client regarding