Document with a call report

by Sam Ott
BIO AND CONTACT INFO

Consider having each loan officer write a call report after each customer meeting or telephone conversation. The report should outline what was discussed and the officer's action plan to service the customer needs or request. Hold weekly report meetings where customer call reports are discussed in order to insure that the institution is communicating clearly and accurately with its customers and meeting their needs and concerns. In addition the officers can discuss methods to deal with challenging customers and their requests.

First published on BankersOnline.com 4/30/01