Continuous Customer Service

Overview/Description
 Delivering outstanding customer service is vital to the success of any organization, particularly in the financial services industry. Your customers need to feel confident and secure that their investments and future plans are in good hands. This course is designed to help you to identify and exceed your customer's expectations. You know the value of investments--carefully managed, they lead to profitability and growth for your customers. In this course, you will begin to recognize your customers as your most valuable asset. Investing time in them by delivering outstanding customer service when they have an inquiry or complaint will lead to profitability and growth for your organization. The focus of this course is to help you to recognize just how valuable your customers are! With this mind-set, you will become a valuable asset to your customers.

Target Audience
 Team leaders, financial advisors and customer service advisors

Expected Duration
5.0 hours

Lesson Objectives:

Creating a Positive Customer Service Image

  • recognize the benefits of creating a positive customer service image.
  • select the rules to apply to manage customers' perceptions of customer service.
  • apply appropriate questioning techniques when dealing with customers on the telephone.
  • select appropriate techniques to improve listening skills.
  • apply techniques in a given scenario that demonstrates good listening skills.
  • analyze the requirements for producing a positive customer service letter.

    • Promoting Customer Service

  • identify the value of promoting customer service.
  • select the requirements for preparing to make a successful customer service call.
  • apply appropriate techniques for making a successful customer service call in a given scenario.
  • apply appropriate techniques for making successful calls to address continuing customer needs, in a given scenario.

    • Dealing with Customer Complaints

  • select the benefits of applying the appropriate techniques when dealing with incoming customer complaints.
  • sequence the procedure for dealing with incoming customer complaints.
  • apply appropriate techniques when dealing with an angry customer in a given scenario.
  • utilize appropriate techniques when dealing with an assertive customer in a given scenario.

    • Course Number: FS0255