The Art of Customer Service Communication
Communicating well is a definite must in today's banking environment. Whether it's telling a customer something he or she would rather not hear, dealing with a difficult co-worker, or pitching an idea to your boss, knowing what to say and how to say it can go a long way toward your success. This course is power-packed with tips, techniques, and examples of how to communicate well in ways that get results.
- You will gain a comfort level in communicating well under a variety of situations
- You will learn a repertoire of "default language" to help you through sticky situations
- You will learn how to implement great customer service practices
- You will learn what to say to soothe customers, be clear in what you want, and be diplomatic
- Learn 14 key communication practices
- Learn how to be focused and get rid of the fluff
- Learn how to adapt communication to personality type
- Discover the value of the "I" statement
- Understand how to use transition and summary statements
- Develop assertive communication skills
- Learn how to "read" a person by observing body language
Who Should Attend?
This course is a must for anyone who deals regularly with customers/members.
Margaret DeMarino is a corporate trainer, specializing in the area of written and verbal communication, supervisory skills, administrative training, and customer service. Known for her functional webinars and workshops filled with practical pointers, Ms. DeMarino offers workshops and webinars to a wide range of clients including, banks and financial institutions, manufacturing companies, state and federal government agencies, and others. Ms. DeMarino holds a B.A. in Communication Arts from the University of Dayton and was a Fellow of the Yale-New Haven Teachers Institute at Yale University. She also currently free-lances for the Hartford Courant.
|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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