Musings on Customer Service During a Tough Time

Customer Service is not a position for those that are thin-skinned or faint of heart! Working in the trenches of Customer Service can be a daunting task, but at the end of the day, it can also be a very rewarding position. Triserv’s Customer Service teams have created relationships with the folks they communicate with daily, and have even been able to establish lifelong friendships! We’ve assisted appraisers with managing the overwhelming workload that has come their way since the pandemic began. We’ve even helped to ease the nerves of borrowers that have never been through this process before.

As part of the front lines, we are the first contact for both Clients (Lenders) and Appraisers. We are a sounding board, a source of communication, and a problem solver. For some, we are even a shoulder to lean on. When things don’t go as planned, we understand that any anger or frustration is not directed at us personally, and we truly want to help resolve any issues. The last 20+ months have proven to be some of the most difficult days in our industry, and I would like to think that the team at Triserv went above and beyond for our Clients and Appraisers.

Not only do Clients and Appraisers look to us to resolve issues, but we need them to help us as well. Knowing as much as possible about an order or property is key. The more information we are provided in an order, the better we can pick and choose the appropriate Appraiser for the assignment. The more communication we get from the Appraiser as to their workload and turn times, the better we can set expectations on the orders for delivery to the Client. Setting proper expectations on both sides of the transaction makes for a winning recipe!

During these next few months, while new loan volume is slowing down due to rate increases, building costs and upcoming holidays, we will be working to further train our staff to better serve you and kick off 2022 ahead of the game. Our teams will be getting additional training on our day-to-day operations, as well as cross-training to ensure that your team is the most informed group that you work with daily. We are thickening up that skin and getting our listening ears ready, and we will be here for you when you need us.

Congratulations on making it through 2020-2021, and we are ready to kill it again in 2022!

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