Customer Service Under the CFPB
|Date / Time:
In this session, we explore what is good customer service in the age of the CFPB!
- Creating a powerful first impression - establishing your benchmarks
- Developing rapport with a customer - treating everyone the same isn't always easy
- Teamwork and Customer retention - pampering pays
- Practicing good listening skills - hearing is not understanding
- Recognizing sells opportunities - why it is important to promote your products
- Developing immediate phone rapport - let them hear you smile
- Handling an angry customer - why we should take it personally
- Solving Problems / Taking Responsibility - communicating &following up
- Selling Yourself / Selling Your Company - learn to tell your company story
- Stress management - who says stress is not good for you
Who Should Attend
Everyone in the organization that comes in contact with your customer in person, over the phone, and/or internet will benefit from this session.
About The Presenter
Greg Souther is President of Greg Souther Consulting &Training, a firm that provides educational and consulting to Financial Institutions in the following areas: Customer Service &Communication; Credit, Collection, &Compliance; Fraud Prevention&Information Security; and Marketing &Sales.
With over 28 years of training and speaking experience, Greg and his associates share practical "how to" advice that everyone can easily understand and use in their daily work environment.
Cannot Attend The Live Presentation?
This presentation is also available in a recorded format, in On-Demand Or CD versions, as shown in the pricing options below.
|About Webcasts / Audio Conferences / Podcasts:|
Webcasts, audio conferences, and podcasts are presentations that you
attend via the Internet, phone, or mobile device at a specified date and time for "live" versions, or at your convenience for "recorded" and "On-Demand" versions.
versions are interactive, meaning that participants can ask questions in real time, plus are a very cost-effective form of training because 1) you receive fast, convenient learning without
any out-of-office time; 2) you can invite as many colleagues as you'd like to listen in on a single phone line; 3) you incur no travel expenses; and 4) you and your colleagues are back
at work immediately after the session ends!
And though with recorded versions you do lose the ability to ask questions, you gain the ability to hear the presentation numerous
times and to share it with others in your office.
Handout materials and the phone number for live presentations are made available to you prior to the event via email from the
presenter and from the "MyAccount" link on the menu bar. Copies of the presentations are included with recorded versions.
|Licenses / Designations / Educational Credits:||CEU|
All US States: 2.5
All Canadian Provinces: 2.5
|About The Provider:
||Since 1983 Total Training Solutions has produced dozens of videotapes, CD-Roms, DVD's and web-based training modules. In addition to off-the-shelf products, Total Training Solutions also develops custom training products and consults with financial institutions to develop their own training curriculum.
For timely delivery of training topics, webinars or web conferencing is an unbeatable option. We now offer over 100 live programs per year and you can even purchase the recorded or ondemand session if you are unable to attend the live program.
We have worked exclusively with the financial industry since our founding. Because of this, we understand the needs of training departments in financial institutions and are alert to changes which affect the industry.
Attend the live session with the opportunity to ask questions to the presenter. You also receive a link to the handouts. All registrations for a live event will be given access to the OnDemand recording, at no additional cost, for seven days following the event. This will allow a flexible alternative when last minute conflicts intrude on scheduled events.
CD-Rom includes audio and video of recorded webinar plus hard copy handouts. You will also receive 6 months access to the OnDemand weblink as an added free bonus.
Includes a weblink for unlimited viewing for 6 months after the date of the webinar as well as a link to handouts.
Live + Recorded:
Includes all three options above. Live session, OnDemand Weblink, and CD-Rom plus Hardcopy Handouts.
Live + OnDemand:
Includes two of the options above. Live session and 6 months access to OnDemand Weblink plus link to handouts.
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