Mrs Donaldson
During a phone call with Mrs Donaldson, Chris notices she is forgetting basic information and repeating herself. Security has been done but it's clear to Chris Mrs Donaldson is having to really consider what her personal information is.
See how the BRUCE questions are used within this conversation.
Model |
Conversation |
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Chris "Thank you for answering the security questions Mrs Donaldson, how is it I can help you today?" |
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Mrs Donaldson "Yes, I'm looking to speak to someone about a further drawdown on my mortgage policy. I need another £10,000." |
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Remembering Do you remember when? |
Chris "No worries at all Mrs Donaldson, I can see from our notes that you spoke to my colleague, Annie, 3 days ago and we're processing your request. Was there something else you needed or wanted me to clarify Mrs Donaldson?" |
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Mrs Donaldson "Did I? I don't remember making that call. I must have forgotten my morning coffee that day! What did I ask for 3 days ago?" |
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Understanding Avoid assuming the customer has lost capactiy Communicating Check if the customer would like a summary of the conversation sent by letter or email |
Chris "Looking at my colleagues notes it appears you requested to drawdown a further £12,500. Would you like me to go over the process or would you find it helpful if I were to issue this request to you by letter or email?" |
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Mrs Donaldson "I've been diagnosed with early onset dementia you see, so some days are good and others not so good. Feel quite embarrassed about it all now. I forgot I called a few days ago" |
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Communicating Check if the customer would like a summary of the conversation sent by letter or email |
Chris "I'm sorry to hear you've been diagnosed with dementia Mrs Donaldson and thank you for sharing with me. There's nothing to be embarrassed about. We'll do our best to support you where we can. Just to check, would it be helpful to go through the process and send you a summary of our conversation by email?" |
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Mrs Donaldson "Yes please and it would help to have an email after as I can ask my daughter to have a look through it with me too." |
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| Chris goes through the process and steps with Mrs Donaldson | |
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Chris "That’s good to hear your daughter is able to hep and support you. Do you mind if I ask whether your daughter has a Power of Attorney too?" |
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Mrs Donaldson "We don’t have a Power of Attorney yet but we're actually applying for one now so will hopefully have that soon." |
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Chris "Amazing! Once you or your daughter hear back, if you send us a copy of the Power of Attorney, we can make a note of it our end. It just means that if you're having a bad day, we can speak directly with your daughter and between us get everything you want sorted. Would that be ok?" |
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Mrs Donaldson "Yes of course, that would make sense." |
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Evaluating Checking if there's a clear reason behind the customers decision |
Chris "Thank you Mrs Donaldson. I'll include this in my email summarising our conversation today. Just to check we've got the right information, what was the reason you wanted to take a drawdown again?" |
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Mrs Donaldson "I'd like to get some work done in my garden before the summer. A few raised flower beds, new grass and furniture too." |
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Chris "Thank you Mrs Donaldson. That's exactly what I've got noted here. Is there anything else I can help with today?" |
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Mrs Donaldson "No you've been really helpful, thank you" |
You may notice that Behaviour is missing. This is because this part of BRUCE is about observing the customers behaviour for any indication of difficulties throughout the call.