Linda received a $500 charge on her CC and wants to know what it is from.
Servicing verified and disclosed the client.
Strengths:
- Great execution on the strong intro.
- Advised the client when the CC was charged and let the client when the refund was issued.
- Explains to the client that she signed a deposit agreement.
- Advised the client that deposit money get credit back to the client if they close on a loan.
Opportunities:
- Did we express empathy to our client and their situation when called for? (1:37) When Krista recapped the clients concerns we should have offered some empathy to the client at this point we want to make sure that the client knows that we are acknowledging their concerns.