Customer Service for New Account Representatives

Overview/Description
 The financial services industry requires that daily interactions with customers result in a positive exchange that best meets the needs of the customer. This course will give the learner the opportunity to practice the necessary skills while best assisting their patrons.

Target Audience
 New and experienced account representatives, personal bankers and other banking professionals who work with new accounts.

Expected Duration
3.5 hours

Lesson Objectives:

Quality Customer Service

  • recognize the beneficial practices of quality customer service.
  • identify customer-friendly definitions of quality customer service.
  • practice key habits of quality customer service in a given scenario.
  • differentiate between internal and external customers.
  • identify key questions to ask when creating an action plan.
  • demonstrate skills necessary to developing positive customer rapport in a given scenario.
  • differerientiate between effective and ineffective listening strategies.

    • Influencing Customer Service

  • identify the benefits of understanding the influencing on customers.
  • differentiate between in-focused and customer-focused company types.
  • characterize customer personality types.
  • identify common customer expectations of customer service providers.

    • Practicing Quality Customer Service

  • identify the key to customer service success.
  • identify customer perceptions of professionalism exhibited by service providers.
  • practice elements of quality customer service in a given scenario.

    • Course Number: FS0202