Bria's Dilemma Case

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Strengths:

Bria does a good job setting the proper expectations regarding how the fund will be returned to him and confirming this method is ok for him.

Also setting the proper expectations regarding the turnaround time it is processed.

She ends the call strongly by inquiring if there were any further questions or concerns and the call ends politely.

Inches:

Empathy-(0:22) there was an opportunity for Bria to offer empathy and also use an empathetic tone when addressing her audio issues with the client. If not provided, it can be misconstrued as rude and negatively impact the client experience. Also (2:40) 2:55) the client expressed concern regarding the deposit and how it would be refunded back to the credit card. We should offer empathetic

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