Client Communication & Customer Service Flashcards

A buyer asks the transaction coordinator whether they should waive the inspection contingency. What is the most appropriate response?

Answer: Explain that the decision should be discussed with their agent or attorney, and offer to relay the question

TCs must stay within their administrative scope and refer advisory questions to the licensed agent or an attorney.

Which practice best helps a TC set clear client expectations at the start of a transaction?

Answer: Sending a welcome email with a timeline of key dates, contacts, and next steps

An early welcome packet with a timeline and contacts sets expectations and cuts down on confusion later.

A seller emails at 9 PM upset that the appraisal came in low. What is the best first step for the TC the next business morning?

Answer: Acknowledge the concern, confirm the facts, and loop in the listing agent for strategy

Acknowledging the concern quickly and escalating strategy decisions to the agent is the professional response.

Why should a TC document phone conversations with clients in the transaction file?

Answer: It creates a record of what was communicated and when, which reduces disputes and liability

Communication logs give a dated record that protects every party if questions come up later.

A client prefers text messages, but the brokerage requires certain notices in writing via email. What should the TC do?

Answer: Send the required notices by email and, if policy allows, text a short heads-up pointing to the email

Meeting the documentation requirement while respecting the client's preferred channel serves both compliance and service.

Which statement best describes the right tone for client status updates?

Answer: Clear, concise, professional, and free of unexplained jargon

Plain, professional language makes sure clients understand where their transaction stands.

A buyer's lender is late delivering the Closing Disclosure, which puts the closing date at risk. How should the TC communicate this to the client?

Answer: Promptly inform the agent and client of the delay, its possible impact, and the steps being taken

Timely, factual disclosure of risks along with action steps keeps the client's trust.