DIPLOMA OF FINANCE: Customer Service Report for Mortgage Brokers

This report provides a comprehensive guide to customer service for mortgage brokers. It outlines key steps, including identifying customer needs and expectations, assessing the urgency of requests, and prioritizing service delivery. The report emphasizes the importance of informing customers about available choices, assisting with option selection, and addressing unsatisfied customers. It also covers seeking appropriate assistance, providing prompt service, building healthy customer relationships, handling complaints, and assisting with specific needs. Furthermore, the report discusses proposing cross-selling opportunities, seeking and reviewing customer feedback, and improving customer service based on feedback. The conclusion underscores the significance of effective customer service by considering all discussed points. The report includes references to relevant books and journals, offering valuable insights into the topic.

DIPLOMA OF
FINANCE AND
MORTGAGE
BROKING
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
TASK...............................................................................................................................................3
Identification of customer needs and expectations......................................................................3
Assess the urgency of request......................................................................................................3
Determine priority for service delivery.......................................................................................3
Informing customer for possible choices.....................................................................................3
Assist in the selection of preferred options..................................................................................4
Action for unsatisfied customers.................................................................................................4
Seeking appropriate assistance....................................................................................................4
Providing prompt service to customers.......................................................................................4
Building and maintaining healthy relation with customer...........................................................4
Action regarding complaint.........................................................................................................4
Assistance for specific need.........................................................................................................5
Proposing cross selling opportunity.............................................................................................5
Seeking customer feedback.........................................................................................................5
Reviewing customer satisfaction.................................................................................................5
Improve customer service with using feedback...........................................................................5
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6
Books & Journals:........................................................................................................................6

INTRODUCTION
This report is a guide regarding customer service for mortgage broker which can be used
after looking a customer. It consists of some important questions which are related to the
customer’s service.
MAIN BODY
TASK
Identification of customer needs and expectations
In order to satisfy the consumer needs and wants, it is guided to a mortgage broker that
they should need to identify the customer needs and expectations (Kvale and et. al., 2020). It will
help them to take a right decision regarding satisfaction of their customers.
Assess the urgency of request
It is very necessary for a mortgage broker that they should prioritize their customers
request with the help of assess the urgency of request. This is very necessary for understanding
the customer’s preferences and providing best customer services.
Determine priority for service delivery
Service delivery is one of the best ways to satisfy their customers with the help of
delivery on time. So that’s why it is necessary for a mortgage broker that should deliver the
service according to the priority so that their customers can not feel late for their services.
Informing customer for possible choices
Mortgage broker has many choices for brokerages so they should inform all possible
choices to the customer in order to convince them towards purchasing of product or service
(Kowalkowski and Ulaga, 2017). Mortgage broker can satisfy their customer more well if they
providing high possible choices to customers.

Assist in the selection of preferred options
Sometimes it is identified that customer feel confusion in selection of options so in that
case broker should advise best options in order to assist their customers in the process of
selecting options. It is very helpful for mortgage broker in order to satisfy their customers.
Action for unsatisfied customers
It is not possible for broker that they always satisfy their customers and that’s why they
need to take action for their unsatisfied customers (Nguya, Kariuki and Muthengi, 2021). This
can be done by providing more options available to the customers according to the taste and
preferences.
Seeking appropriate assistance
If broker feel any need of assistance then they seek appropriate assistance where they feel
appropriate. In the marketing methods, they may be feeling any difficulty then they should take
advices from marketing person who can give assistance.
Providing prompt service to customers
A customer can be satisfied if they receive prompt service that's why it is necessary for
mortgage broker to provide prompt service in order to attract their customers and make them
loyal towards their products and services.
Building and maintaining healthy relation with customer
A mortgage broker can make their customer loyalty and permanent only when if they are
able to make healthy relationships. Building and maintaining of healthy relationship is very
necessary for broker as it helps in to make their customers permanent towards products and
services.
Action regarding complaint
Sometimes it is identified that customer faces many problems and they register their
complaint buy online and offline portal. In that case, broker need to take a right action in order to
solve their complaints (Cook, 2017). Their actions decide the satisfaction of customer service.

Assistance for specific need
If customer wants specific product or service then it is very necessary for a broker to
provide and assist them for the fulfilment of their needs and expectations. This is very necessary
in order to stay in their organisation permanent.
Proposing cross selling opportunity
Cross selling opportunity is very helpful for mortgage brokers in order to grow and
develop their business. It is the activity that generally done by financial advisor in order to
provide additional services for existing customers so that they can purchase more goods.
Seeking customer feedback
For analysing the performance of broker, this is very necessary to a broker that they need
to gather customer feedback which helps them to identify positive and negative result.
Reviewing customer satisfaction
It is vital for a broker to review the customer satisfaction so they analyse the performance
level which can become more satisfaction for the customers or not. Review of customer
satisfaction is very necessary as it helps them to give right suggestions for next decisions.
Improve customer service with using feedback
After taking feedback from the customers, it is important to broker that they should taken
necessary corrective action in order to improve the customer services. This can be done easily
with the help of taking and using the customers feedback that what they want from broker.
CONCLUSION
It can be concluded from the above discussion that customer service should be very
effectively and it can be done with the help of considering all the above points which are
discussed in detail.

REFERENCES
Books & Journals:
Cook, S., 2017. Measuring customer service effectiveness. Routledge.
Kowalkowski, C. and Ulaga, W., 2017. Service strategy in action: A practical guide for growing
your B2B service and solution business. Service Strategy Press.
Kvale, K., and et. al., 2020, November. Understanding the User Experience of Customer Service
Chatbots: What Can We Learn from Customer Satisfaction Surveys?. In International
Workshop on Chatbot Research and Design (pp. 205-218). Springer, Cham.
Nguya, J., Kariuki, A. and Muthengi, S., 2021. INFLUENCE OF TOUR GUIDE SERVICE
QUALITY ON CUSTOMER SATISFACTION IN NAROK COUNTY,
KENYA. African Journal of Emerging Issues, 3(1), pp.149-170.