Service Excellence - WOWing the Customer


  
Thursday, February 11, 2021 9:00 AM - 4:00 PM   iCalendar Central Standard Time

This workshop focuses on the essentials for today's frontline team in providing exceptional service each and every day with each and every customer.

Agenda

  • The Role of Customer Relations: Making the Transition from Order-Taking to Relationship Selling
  • The Professional Relationship Banker
  • Exceptional and "WOWing" Customer Service
  • Effective Communication Skills: Maximizing Customer Contact through Questioning, Listening, and Assertive Communication
  • Top Killer Phrases and How to Avoid Them
  • How to Manage Challenging Situations: Managing Situations with Difficult Customers, Handling Customer Complaints, and Turning Down Customer Requests

Key Objectives

  • Understanding the Role of Customer Relations
  • Moving from Order Taker to Relationship Builder
  • Building a Service Organization - Internally and Externally
  • Using Effective Telephone Skills
  • Providing Positive Customer Communications
  • Using Winning Phrases instead of Killer Phrases
  • Identifying Opportunities to Building Stronger Banking Relationships
  • Making Referrals as Simple as A-B-C
  • Managing Challenging and Difficult Situations
  • Ensuring Timely and Focused Follow Up

Audience
All bank employees in customer contact positions

Facilitator
The Performance Solutions, Inc. Team

Per Person Fee
M $249 / NM $419