Empathy Case Study Scenarios

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Strengths: Bruce greets the client in a polite and a professional tone. From here, Bruce does a great job digging deep to gain details regarding the lender who sent the statement, the amount , the date the statement was generated etc. After gathering the necessary info, Bruce sets the proper expectations to place the client on hold to obtain the next steps in the process to resolve the shortage issue. He set the expectations that a team member will be following up regarding the resolution of the issue and verified the best contact number to be contacted on. The call ends on a polite note. Inches: Empathy-(0:41) (1:47) (2:30) There were a few opportunities in the call where Bruce should offer empathy as a sign of care and acknowledgement

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