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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

MORTGAGE CUSTOMERS ASK ABOUT THE BANK AND THEIR PROGRAMS MORE OFTEN THAN THEY ASK ABOUT PRICE!


“Why did you mail me?” is a common opening question revealing that you caught the customers interest…now what? Dedicate yourself to the phone and to a process that ensures you’re prepared to answer all of your callers questions before they ask them!

Topics: call monitoring mortgage trusted advisor relationship building