A new customer service guide for mortgage brokers and lenders highlights the need for empathy and “active listening” when dealing with borrowers.
The guide, from communications provider Moneypenny, is based on its experience managing customer interactions in the financial services industry.
He has targeted this guide to the mortgage industry with the aim of improving its reputation for customer service, helping industry players build more valuable relationships with customers to reduce customer churn and maximize profits.
The guide includes practical tips for improving empathy when providing loan advice and ensuring that employees’ use of language hits the mark. It also discusses the importance of active listening and the need for empathetic leadership, and includes a short questionnaire to help companies determine how empathetic they are.
Joanna Swash, CEO of Moneypenny, said: “This guide reminds the mortgage industry of the business need for empathy and shows how they can integrate it into their practices and service delivery – reassuring clients that they are not only heard, but also listened to and understood.
“The pandemic has changed the relationships we have with each other – our peers, colleagues and customers – and it has made the human connection more valued than ever. Financial business winners of the past two years have prioritized empathy and reaped the rewards. But, as the world returns to normal, we need to make sure we don’t forget the importance of these behaviors.
The guide is available for free download from the Moneypenny website. Moneypenny was established in 2000 and is a major player in outsourced switchboard, live chat and customer contact solutions.