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Nt1330 Unit 6 Case Study

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Strengths:

Ayanda greets the client in a polite and a professional tone. From here, she pivots to obtain more information regarding MSQ concerns.

Ayanda is sure to gain details regarding what the client concerns were and offers empathy for any inconvenience.

She sets the expectations that our B/L team is able to look further into her concerns and provide a resolution.

She sets the proper expectations to place MSQ on hold to contact a resolution team member.

After holding, Ayanda properly warm transfer the client in with the B/L team and politely drops off.

Inch:

CRD and verify- We can only accept the verification from a Client relations partner ( servicing CR) as verification and disclosures are not the same procedure in different

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