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Zenith Dealer Solutions Blog

How To: Develop a Call Coaching Form for your Loan Officers

Coaching is the development of a person by another individual called a coach. In order to provide training and guidance in a consistent fashion, we need actual examples to discuss and we need a standardized form to support that discussion. Follow this six-step process to ensure consistent measurement for improvement:

Topics: finance Sales listen Employee Development Customer Experience Culture Empathy mortgage trusted advisor

Keys to Effective Communication about Refinancing

Effective communication is one of the most powerful ways to resonate and connect with callers. Businesses today are allocating large budgets to technology, but it’s actually communication that trumps everything else when it comes to creating a great caller experience.

Topics: Phone Leads phone process Sales Customer Experience PhonePerformance Empathy trusted advisor

Let’s follow an example from Nike.

A great example of one of these superheroes is Nike. They capitalized on the VIP trend and released Nike Unlocks earlier this year. The app is built for Nike Plus members and delivers
fitness and meditation classes, mood music and augmented reality-driven encounters with in-concept products to let consumers EXPERIENCE the product.

Topics: Customer Experience customer relationship