Client Communication & Customer Service Flashcards

A client asks the TC to send them the other party's financial pre-approval details. What should the TC do?

Answer: Decline to share confidential information and refer the request to the agent

TCs must protect confidential information and not share it with parties who aren't authorized to see it.

What is the best way for a TC to handle a client who repeatedly calls for updates on the same item?

Answer: Set a regular update schedule (for example, every Tuesday and Friday) and stick to it

Scheduled, predictable updates reduce anxiety and cut down on repeated inquiries.

Which item should a TC include in a pre-closing communication to a buyer?

Answer: Reminders about the final walkthrough, verifying wire instructions by phone, and bringing a valid ID

Pre-closing reminders cover logistics and fraud prevention, not advice.

A client receives an email with new wire instructions that appears to come from the title company. What should the TC advise?

Answer: Do not wire; verify the instructions by calling the title company at a known, independently verified number

Wire fraud prevention requires verifying instructions by phone through a trusted number, never through the email itself.

Which approach best shows active listening when a frustrated client calls?

Answer: Letting the client finish, paraphrasing their concern, and confirming understanding

Paraphrasing and confirming shows the client they've been heard and clarifies the actual issue.

What is the main benefit of using a transaction management platform's client portal?

Answer: It gives clients secure, on-demand access to documents and milestone status

Portals improve transparency and convenience while keeping documents secure.

A TC makes a mistake by sending a client an incorrect inspection deadline. What is the best response?

Answer: Promptly correct the error in writing, notify the agent, and confirm the client received the correction

Owning the error, correcting it quickly, and documenting the fix protects the client and the brokerage.