Overview
As mortgage and real estate technologies improve, the dependency on human interaction for knowledge and guidance is slowly reducing. Ironically, less dependency has actually heightened the expectations for a more consultative and customer centric experience. Get ready for a short and interactive learning event unlike “customer service” programs of the past. You will learn:

• Innovative approaches to engaging customers in a way that builds stronger rapport and in a way that drives Net Promoter Scores (NPS) and customer satisfaction.
• How to compare and contrast consultative and transactional conversations and how they impact the customer experience.
• To utilize the q-storming technique to be more consultative in addressing customer needs.
• Techniques for gaining feedback from customers.