Setting & Meeting Customer Expectations
A business’s ability to meet expectations will determine customer _______.
satisfaction
By delivering bad news proactively, we are being ______ with our homeowners.
transparent
When you're _____, you have easy access to all relevant information, enabling you to address customer queries promptly and accurately.
organized
What type of certificate is required from the new homeowner in the case of a deceased owner?
death
If expectations go unmet for too long, what will customers do?
leave
The first step in delivering bad news to customers is to ______ the situation.
assess
A _______ routine may include gathering relevant documents, reviewing previous interactions with the customer, and outlining the objectives of the call.
pre-call
What notice is typically filed by a lender before a notice of default is issued to the homeowner?
lis pendens
It is common for homeowners to believe their _____ is higher than we estimated. That's why it is important to set expectations about this early.
home value
You should always set ________ for the communication, outlining what you aim to achieve by delivering the bad news.
objectives
All _____ should be open and reviewed prior to a call. This allows you to see customer information and review past communications.
systems
Where can you find the confirmation of the recording (stamp) on a lien release or satisfaction of mortgage?
first page, right corner
The easiest way to fall short of customer expectations is to _______ and underdeliver.
overpromise
When customers respond with anger, frustration, disappointment, or concern, you should always ______ their feelings.
validate
Removing these before a phone call will minimize interruptions during the call.
distractions
What type of lien can be filed against the homeowner’s property after an NOC is filed and the work has been completed?
Setting the right expectations provides a smoother application process and can potentially reduce what?
time to fund
What is a type of listening technique you should use to be able to empathize with customers?
active
When homeowners talk to us for the first time, our _____ sets the tone for future interactions.
first impression
What is used by a title company to distinguish the buyers and sellers of real property from other people with similar names?
SOI (statement of information)