[ckink45]

Thank you for all of the replies. There are several good suggestions offered. The quick fix appeared to be to have the advisors type the customers exact words and have the customer review them. Only twice, but I have seen instances where the customer says,  “no, not this, but that…”

We also downloaded and printed the ATG forms to help the customer that has a hard time describing the issue. We have no intention of making every customer fill these out, but they are a tool available for situations that call for it.

Thanks guys!!

[ckink45]

Less than 10%, but seems to be in a growth trend.

[ckink45]

1. 5-7
2. More than 50%