BankTrainingCenter.com offers banking exams, banking degree training, and professional development for banking professionals
Course/Product Description
Title:

Customer Service Excellence

SKU:OT-1004717
Format: Online Training Course
Order:Qty:
Description:

This course will introduce the learner to the intricacies involved in becoming an effective customer-oriented employee. Additionally, it will explain how to define customer service, improve communication, resolve conflicts, and engage employees. Upon successful completion of the course, the learner will have a solid understanding of the following:

  • Frame of reference
  • Proper telephone skills
  • Handling everyday requests
Covered Topics
  • Defining Customer Service: This topic will provide the learner with information on the important aspects of customer service and handling the needs of customers
  • Communicating: This topic will introduce the learner to physical, non-verbal actions, spoken signals, oral replies, and closed and open questions
  • Frame of Reference: This topic will provide an overview of self-image, a personal vision statement, and the SPIRIT model to the learner
  • Improving Communication: This topic will provide an overview of empathy, dangerous misconceptions, roadblocks to effective communication, and eliminating barriers
  • Proper Telephone Skills: This topic will provide information on opening a telephone conversation, showing respect to customers, how to use a pleasant telephone voice, and successfully ending a telephone conversation
  • Handling Everyday Requests: This topic will provide an overview of warm transfers, correctly placing customers on hold, properly taking messages, and the importance of accuracy
  • Resolving Conflicts: This topic provides an overview of decreasing conflict, avoiding communication break-downs, and dealing with problem individuals
  • Identifying and Addressing Customer Problems: This topic provides tips to solve customers problems, sympathizing, expressing regret, and resolving problems swiftly
  • The Importance of Leadership: This topic provides information on leadership, the Situational Leadership Model, and styles of leadership
  • Engaging Employees: This topic provides information about cultivating potential, keys to becoming an effective manager, understanding employees, and defining the various types of employees found in the workplace
Seat Time: 2.5hrs

About The Provider: With 28+ years of experience, The Edcomm Group Bankers Academy is a leading and trusted provider of financial services training solutions.

We’re very proud to have partnered with over 2,500 clients worldwide in various financial services industries, including Retail Banking, Corporate Banking, Card Services, Treasury, Investments, Financing, Mortgages, Regulatory Agencies, Credit Unions, and Money Service Businesses (MSBs) to help educate and train these professionals.
Price: $60.00
More Info: Contact Us For More Information
Order:Qty:
Share This: Share on Facebook


Share on Twitter


Share on Google+


Safe Deposit Box
Safe Deposit Box "Danger Zones" - Disaster Recovery Program

Controlling the Risks of Power of Attorney Documents
Controlling the Risks of Power of Attorney Documents

Unclaimed Property Compliance for Financial Institutions
Unclaimed Property Compliance for Financial Institutions

Opening Deposit Accounts for Nonresident Aliens - Changes on the W-8BEN
Opening Deposit Accounts for Nonresident Aliens - Changes on the W-8BEN

Marketing &Advertising Compliance
Marketing &Advertising Compliance

Reg E Compliance – Five Best Practices for Handling Disputes
Reg E Compliance – Five Best Practices for Handling Disputes

Living Trust Documents
Living Trust Documents

10 Critical Issues in Handling Trust Accounts
10 Critical Issues in Handling Trust Accounts

Certified Regulatory Vendor Program Manager
Certified Regulatory Vendor Program Manager

Certified Regulatory Vendor Program Manager - Level II, Advanced Course
Certified Regulatory Vendor Program Manager - Level II, Advanced Course

Legal Issues of Checks
Legal Issues of Checks

Flood Insurance Compliance Hot Spots
Flood Insurance Compliance Hot Spots

Underwriting Construction Loans
Underwriting Construction Loans

Payroll Records: What To Keep, What To Toss
Payroll Records: What To Keep, What To Toss

Internal Investigations Certificate Program
Internal Investigations Certificate Program

Dealing with Difficult People
Dealing with Difficult People

 BankTrainingCenter.com. 5755 North Point Parkway, Suite 228 | Alpharetta, GA 30022 | 770-410-9375 | support@BankTrainingCenter.com
Copyright BankTrainingCenter.com 2018 | Web Site Development by OTAU
Facebook