Bethany greets the client in a polite and a professional tone. She offers empathy for the client's issue accessing the site.
From here, she does a great job recapping the client's concerns and offering to provide clarity regarding the servicing letter received from Fannie Mae.
She offers to stay on the line to make sure the client is able to gain access. She does a great job directing the client to the Settings area where the client can permanently reset the password.
She ends the call strongly by inquiring if there is any further assistance needed and the call ends on a polite note.
Inch:
We should try to assist the client with resetting the password from the MyQL homepage to promote the website as a self- serve option
