Questions

 

Student’s Name

Institutional Affiliation

Course Name and Number

Date

 

 

Questions

1. List at least 5 points to ensure communication delivers on customer needs, expectations and priorities.

• Using appropriate listening skills and asking relevant questions help identify the customers’ needs, expectations, and priorities.
• Make sure that the client has information to help him make the correct choices.
• Ensure the customers are informed of the available choices that can meet their needs.
• Speed up the services required by the customers to meet their needs.
• Ensure a client is assisted by a designated source, being aware of limitations in addressing the clients’ needs.

2. Staff must deliver an outstanding customer experience at all times. What are the specific behavioral competencies that this requires, and how would this be measured?

• Customer experience requires individual competencies such as personal integrity, patience, time management, flexibility, ability to take risks and other personal qualities (Jacobs, 2019).
• Customer experience requires managerial competencies such as problem-solving skills, customer focus and ability to work (Czaja, 2017).

The competencies can be measured through 360-degree assessments, which will most accurate because they rate the employee as factually as possible. The manager assessment can also be used after monitoring and assessing the employee for about 6 to 12 months. Additionally, self-assessments can be used whereby an individual assesses himself against a competency model. (Melvin, 2018)

3. Using information provided in Unit 2, it is important that an organization continually improves. How might an organization collect information to facilitate this?

An organization might collect information through the following ways:

• Directly asking the customers for the information needed.
• Reviewing customer service records.
• Indirectly tracking customers to get the information required.
• Getting information from the business website and social media pages.

(Freeedman, 2020)

4. Many laws regulate the way businesses may provide service to a client. Why is it important, and what is your responsibility?

The laws are important for they protect the customers, employees and the business at large. The customers’ needs are provided as required, the employees can understand what is required of them, and the company finds its way in the industry through profit maximization (Leonard, 2018). My responsibility is to ensure client satisfaction by following the regulations in business.

5. Write a guide regarding customer service that you would use, as a mortgage broker, to look after a customer. Your guide should be a minimum of three typed pages and must include the following points:

• Identify and clarify customer needs and expectations.
• Assess the urgency of the request.
• Determine priorities for service delivery

 

 

Customer Service Guide

Vision

To be the foremost housing refinance personnel driving progress and growth of housing finance in the nation.

Mission

To lower the housing loan rates to be affordable in the country by providing long-term support to primary mortgage financiers.

Values

Integrity- Commitment to adhering to high moral and ethical principles ensuring trust and transparency is maintained in all operations.

Innovation- Commitment to unremitting improvement in product offering and maintenance of professionalism in all operations.

Collaboration- Commitment to working with as many primary mortgage lenders as possible, ensuring more financial institutions’ development to grow and develop the housing market.

Efficiency- Commitment to soaring higher for maximum impact by efficiently lessening waste through the development of dynamic and relevant policies and regulations.

Scope of Customer Service

Customer service is first and foremost. The importance of the customer is highly valued. Effective, useful and friendly services supported by verified management skills are offered to all customers. Analytical, consulting, drafting, advisory, and other related assistance shall be offered to all clients. Services offered include:

• Capital raising options, timing and feasibility.
• Recommendations and selections for business and financial rearrangement transactions and substitutes.
• Financial forecasts and sensitivities, including analysis and evaluation of modeling of the enterprise’s approximations and financial forecasts.
• Pricing, structures, costs, terms and conditions of transactions projected as part of executing the service provided, and suggested modifications.
• Planned communication in combination with public relations counsel.
• Other financial pieces of advice as agreed mutually between the customer and the broker.

Customer Service Needs and Expectations

Services that include advisory services shall be required for a successful business. A contractor may be required to perform various tasks as follows:

• Work plan, time plan development, and the responsibility schedule involve coordinating various parties like other advisors and the legal counsel to enable the roadmap to get to the final point with ease.
• Provide help in the assessment of all the available options for structuring a conclusion to the conservatorships.
• Pieces of advice concerning potential reviews.
• All required financial advisory services in the development phase as mutually agreed upon between both parties.
• Provide a strategic assessment report that helps in the planned procedures and concluding by determining the final roadmap.
• Identifying and advising on capital raising options and costs, timing and feasibility.
• Assessment of financial forecasts, business plans, and financial prototypes, including sensitivity examination of key expectations and stressful situations to inform, develop, and execute a roadmap.
• Advising on all crucial features on the road map’s execution, which includes an agreement with the situations and milestones essential to exit the conservatorship.
• Advising on decisions and assisting in conditions concerning the structuring timing, pricing and marketing of any transactions executed connected with the roadmap. This includes the potential selection and coordination of underwriters.
• Advising on the sensibleness of any trades implemented connected with the roadmap considers the mission, vision and core values that guide all operations.

Customer Service Policies, Urgency of the Request

Services shall be offered in various parts of the country; the services include meetings and drawing actual business strategies. The services will be timely. Deliverables in this business may include the following (but not limited to):

• Status reports, recommendations and performance reports.
• Scheduled conference calls.
• Scheduled briefings.
• Detailed work actions and programs.
• Electronic data models.
• Financial data models

Priorities for Service Delivery

Travel expenses may be reimbursed in effect at the time of travel. The expenses will be made up to the established amount of other direct costs. The costs of meals and local transportation shall not be billed by the contractor while performing the work. To be reimbursed, invoices must include the traveler’s name, cost breakdown, the reason for travel, and destination. Legible copies of the receipts shall be produced in order to get the reimbursements. For one’s expenses to be reimbursable, the expenses should be approved by the COR, before the travel expenditure, necessary for the contract’s performance at hand, and allowed in the FTR and supplies of the contract any associated practical directives.

Communications and Reports

The contractor shall report the progress, status, and completion of the work as an obligation. A monthly report shall be handed over and must meet the following details:

• Request for and status in changes in main or non-key persons.
• A complete summary of the progress as at the reporting time.
• Unanticipated practical problems, significant to the work, or any management problems, and their recommended solutions.
• Any anticipated risks in future reporting, in the progress of the work.
• Travel funding balance.
• A summary of the information discussed in important briefings and meetings as at the time of the report.
• A summary of meetings and briefings to be held after the reporting time.

All reports must have acquiesced to the COR together with their correspondence. The final report’s final structure will be based on the agreement the contractor has with the COR.

Feedback

Kindly send feedback at the end of the course at mortgagepeople@gmail.com .

 

 

References

Czaja, J. (2017, September 26). What do managerial competencies mean? Career Trend.

Freeedman, M. (2020, June 17). How businesses are collecting data (and what they are doing with it). Business News Daily.

Jacobs, R. L. (2019). Individual Competencies. Work Analysis in the knowledge economy, 165-178.

Leonard, K. (2018, October 19). The importance of obeying the rules and regulations in the workplace. Chron.

Melvin, E. (2018, June 28). 3 Methods to assess competencies. eLearning industry.