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Apa Case Study Sample

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Words 235
Pages 1
Strengths:

- Solid execution of the strong intro!

- Andrew foreshadows the reason for the verification questions.

- He then goes on to foreshadow a hold, after verification.

- Andrew demonstrates that he is actively listening, by later acknowledging in the call that the client initially said he refinanced 2 loans with us.

Opportunities:

- Empathy. At the start of the call, the client explains that he received a gift card from QL after refinancing. Immediately after receiving it, he lost it. He just recently found it, but the card is now expired. Andrew misses the opportunity to acknowledge this with empathy--which demonstrates that we're listening and that we care. At :53, with your initial ARP, try: "I can relate to that, Craig. I've received cards like that in the past and it's a bummer when you've lost them. What I'd like to do is find out if we can re-issue that to you, in order to do so I'll first need to pull up your account..." …show more content…
(3:44 - 4:14) There is an unforeshadowed silence, during the call. We want to ensure we are advising the client what we are doing and why, as this helps us with overall control and guidance of the call. Try: "I'm just entering in a bit more information into the database for us, so we can get you that card. Bear with me just one more

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