Customer Service Improves Your Results

Overview/Description
 Developing a customer service environment is a great move for any organization to make. For financial service providers, it's essential. Your customers have more concerns and anxieties, and are taking greater risks than any other type of customer. Think about the value of keeping your customers satisfied. In this course, you will begin to recognize how developing a customer service environment affects the profitability, growth, and reputation of the organization. You will also discover how a customer-focused environment helps financial advisors to build confidence, create opportunities, and establish the foundations for success. You will learn the importance of setting the standards for customer service, and empowering your employees to implement those standards, and how this leads to continuous improvements in customer service levels.

Target Audience
 Anybody with a responsibility for: defining, implementing, or delivering customer service in the financial services industry.

Expected Duration
2.5 hours

Lesson Objectives:

The Value of Customer Service to the Organization

  • identify the value of outstanding customer service to the organization.
  • recognize how outstanding customer service can improve profitability.
  • identify how delivering outstanding customer service can improve growth.
  • identify the ways that customer service affects reputation.

    • Customer Service Benefits the Financial Advisor

  • identify the benefits of exceptional customer service to financial advisors.
  • select the ways that customer service increases the confidence of financial advisors.
  • distinguish the aspects of customer service that create opportunities for financial advisors.
  • identify the ways that a customer service environment can help financial advisors to deliver great service.

    • Building a Customer-focused Environment

  • recognize the value of identifying the foundations of a customer-focused environment.
  • select those elements that are required for setting standards for customer service.
  • identify the requirements for implementing customer service standards.
  • recognize the elements of customer service that lead to continuous improvement.

    • Course Number: FS0251