This is an example of setting proper expectations around a full appraisal.
We will be ordering a full appraisal on your home today. You can expect a phone call within the next 3 business days from an appraiser to schedule an appointment. ...
100
This is what Service Recovery means.
What is Removing obstacles and Restoring trust
100
This is our Client Service Model.
Error-free service, Caring and Enthusiam, Timeliness.
200
This is an example of a warm friendly greeting.
What is, Good morning! Thank you for calling Wells Fargo Home Equity. This is Steven McFadden. How may I be of service today?
200
This is our current loyality percentage.
What is 41%
200
These are the 3 points to setting high level expectations.
What is:
Recognize the situation, Describe the process needed and why, Frame up
200
These are some benefits of empowerment.
What are: Greater pride in your work, greater freedom to satisfy the client, less hassle for clients, take on greater levels of responsibility.
200
This is an example of an unexpressed need.
What is a teen checking account when the customer mentions his daughter just got her first job.
300
This is the correct way to leave a voicemail.
What is control your rate of speech, and repeat the call back number and your name at least twice.
300
These are 3 points to a successful, meaningful apology.
What are:
Demonstrate sincerity, Take personal responsibilty for the problem, and Apologize specifically for what the client is upset about.
300
This is what to do if a complication arises during the process.
What is apologize, explain and reset expectations.
300
These are the words that form the acronym "ALERT".
What are
Apologize
Listen
Empathize
Resolve
Track
300
This is Barbie's real name.
Who is Barbara Millicent Roberts.
400
This is an expectation for Product and Process knowledge. (Name one)
What is: Answer all product-related questions accurately (entire life cycle). Provide comprehensive explanation of what to expect next; overview and details where applicable. Ensure the client knows the “why” behind our requests and provide a personal benefit to the client for continuing the process.
400
This is an expectation of Clear and Correct communication. (Name one)
What is: Use professional language and provide accurate information; no jargon. Communicate in a clear, concise and organized manner. Listen effectively without interruption. Paraphrase, summarize/check for understanding. Use distinctive terminology appropriately.
400
This is the single, most prevalent issue for our clients.
What is lack of clear expectations.
400
These are 4 steps to successful resolve a customer issue.
What are:
Never place blame somewhere else, give the client your name, Explain exactly what you will do to resolve the issue, and do what you promise.
400
This is our Client Service Promise.
What is We enable our clients to enjoy their Home Equity experience by making the complex simple, through caring, personal service.
500
This is an example of a fond farewell.
What is Thank you so much for taking the time to speak with me today. Please, if you need anything else in the future, even after you sign your documents, do not hesitate to reach out to me.
500
This is how to handle a rude or agitated client.
What is Let them vent and do not interrupt.
Never return anger with anger as the situation will only escalate – sometimes out of control.
Maintain composure, always be polite and never embarrass or contradict them.
Never irritate the client further; stay humble
500
This famous raper once portrayed the Mouse King in a production of The Nutcracker.