Swot Analysis Of Social Work Case Study

Strengths:

- Andrew does a good job ensuring he gets permission to speak with the client's fiance, prior to speaking to him about any loan specific info.

Opportunities:

- Strong Intro. At the beginning of the call, Andrew asks for the client's name, but does not use it to greet him. We do this to ensure we are making the calls more personable and making a good first impression. Try writing the name down as soon as the client gives it to you (in this case, Brian was not on the loan).

- Empathy. ( :50 & 2:50) Andrew misses the opportunity to offer empathy to our client that explains he has been playing phone tag with his banker. It is important to acknowledge this to show that we're listening and that we care. For example: "I'm sorry

to hear that you've been playing phone tag, Brian, I know how frustrating that can be."

- Control. There are multiple bowts of dead air on the phone call, where Andrew does not foreshadow to let the client know what he is doing. We also want to be sure to foreshadow what we are doing before placing a client on hold. By doing these things, we are able to maintain control of the call and provide a more seemless client experience. Try: "I'm currently looking through the notes on the account, bear with me."

- Conclude the call properly. Andrew does not end off the call by asking if the client has any other questions before he transfers or wish her well. We do this to ensure we are providing a one call resolution and making a good last impression with our clients.