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CSR Telephone Etiquette
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Fill in the blank. CSRs must avoid 2 topics; Denials and ________.
Mortgage Terms (numbers)
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True or False? CSRs should use probing questions?
True
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True or False? You should address clients by their first name.
False
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The 3 parts of the Strong Acknowledgement are: Initial Acknowledgement, Stated Desire to Help, and...
Demonstration of Empathy
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True or False? All FMC phone calls are recorded.
True
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What is the required introduction?
Thank you for calling Freedom Mortgage, this is (First Name, Last Name) on a recorded line. How may I help you today?
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What should you do if you are in the middle of a call and it disconnects prematurely?
Call back
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Fill in the blank. When you transfer a call directly to a 3rd party, without introduction, it is called a ______ transfer.
Cold
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Fill in the blank. When you introduce the caller to a 3rd party before leaving the call, it is called a _______ transfer.
Warm
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True or False? Hold time is preferred over dead air.
True
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