Turn a problem into an opportunity.
Taking Ownership
Designate a "delegate" in Outlook before heading out on vacation.
Responsiveness
Address the customer by using Mr./Mrs./Ms./Miss before their last name.
Professionalism
Respond to emails and phone calls within three hours.
Responsiveness
"Thank you for calling Freedom Mortgage. This is (your first and last name), how may I help you?"
Professionalism
Help your teammates when they need it.
Relationship Building
Know your programs, policies, programs and procedures!
Quality
YOU are responsible - without passing blame on to colleagues.
Taking Ownership
Your customer is NEVER an interruption!
Relationship Building
Do things right/accurately the first time.
Quality