Customer Service - Blown Mortgage

CUSTOMERSERVICE

BLOWNMORTGAGE.COM

BLOWNMORTGAGE.COM LENDER HOTLINE: 888-581-5008

Joel Spolsky onhis blog "Joel onSoftware" listshis top 7 stepsto remarkable

customerservice in the

softwareindustry.

BLOWNMORTGAGE.COM LENDER HOTLINE: 888-581-5008

IT customer service is muchlike mortgage customer

service, it’s a complex matterthat most people don’t

understand. More often thannot your explanations seem

more like excuses because thecustomer doesn’t understandwhat you are talking about.

BLOWNMORTGAGE.COM LENDER HOTLINE: 888-581-5008

To my fellow mortgage professionals (Iuse that term loosely and sparingly)please follow some semblance ofcustomer service in order to make usall look better:

BLOWNMORTGAGE.COM LENDER HOTLINE: 888-581-5008

* Return phone calls fast (not 24 hours, not 6 hours, faster)

* Learn how to explain difficult concepts clearly and in plain language (practice by yourself, before you’re on the phone with a customer)

* Return emails with phone calls (pick up the phone and build a relationship)

* Provide documentation to the customer – show them where you are getting your information from

* Don’t lie

* Spend as much time with your customer as they need

BLOWNMORTGAGE.COM LENDER HOTLINE: 888-581-5008

Have any more ideas? Add them in the

comments.

BLOWNMORTGAGE.COM LENDER HOTLINE: 888-581-5008

T O L E A R N M O R EBLOWNMORTGAGE.COM

LENDER HOTLINE: 888-581-5008

C L I C K H E R E

BLOWNMORTGAGE.COM LENDER HOTLINE: 888-581-5008

Justin McHood is Americas Mortgage Commentatorand has been providing Mortgage commentary forover 10 years.

INFORMATION PROVIDED BY:Justin McHood

MORTGAGE COMMENTATOR

Information Originally Published:February 26, 2007 BLOWNMORTGAGE.COM LENDER HOTLINE: 888-581-5008

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