RC_LA_CR_300.1 Customer Service Basics
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| Option | Price |
| Member | $0.00 |
| Non-Member | $100.00 |
Providing quality customer service is essential to the success of any servicing organization. Effective service enhances operational efficiency, supports one-call resolution, and strengthens borrower relationships. Customer service representatives (CSRs) play a central role in delivering that experience.
Customer Service Basics begins by outlining a typical customer service department structure, including the role of the correspondence research unit and how a one-stop-shop model supports efficient resolution of borrower issues. It also reviews methods used to evaluate customer satisfaction and service performance. The course then discusses the characteristics of successful CSRs, including customer focus, product knowledge, adherence to procedures, and effective communication skills. It addresses techniques for managing challenging or high-risk interactions and concludes by examining common borrower communication methods—such as IVR systems, billing statements, email, and online platforms—as well as the technology tools that support customer service operations.
This is a single-family/residential course.
Topics:
- Quality Customer Service
- Characteristics of Successful CSRs
- Communication Techniques
- Common Communication Methods
- Technology in Customer Service
Seat time approximately 1 hour.
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