Financial Service Representatives in Action
Overview/Description
The financial services industry requires that service representatives interact with customers on a daily basis. Using effective nonverbal and verbal communication skills is crucial to developing strong customer relationships. This course will give the learner the opportunity to practice the necessary customer skills, such as using the correct tone of voice, telephone etiquette and methods for dealing with difficult customers.
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:
Customer Communications
recognize the benefit of understanding communication techniques that improve customer relations.
identify effects of nonverbal communication on customer relations.
identify practices that positively affect voice tone in customer interactions.
sequence the steps of proper telephone etiquette.
apply proper telephone etiquette in a given scenario.
Dealing with Difficult People
recognize the benefits of employing conflict resolution strategies in customer service.
identify the six steps to conflict resolution.
demonstrate the six steps to conflict resolution in a given scenario.
analyze a character in a given scenario to determine the working style they exhibit.
identify the four working styles.
identify strategies for managing stress.
determine the best strategy for managing stress.
identify factors that contribute to stress escalation
Practicing Professionalism
identify the actions that foster a professional image.
identify the actions that foster self-disclosure of professional image.
identify criteria for prioritizing tasks when managing time in a given scenario.
Course Number: FS0203