Superior Client Service for Financial Institutions: Trainer's Package (Kit)

Give your service personnel the cutting-edge skills they need to move their phone performance from “good” to “superior.”

This complete training program makes it easy to teach any number of employees the interpersonal communication skills needed to create superior interactions with financial clients. While the materials focus on providing service by phone, many of the concepts translate readily into face-to-face interactions.

The ideal training program for financial institutions

Here is the training program you need to develop the skills and effectiveness of customer service representatives in large-volume phone units as well as anyone else who speaks by phone with internal or external clients, including:

• Service managers
• Front-line accounting specialists
• Help Desk personnel
• Back-office personnel
• Internal specialists

Accelerate the mastery of key skills practiced by the industry’s best

The program is organized around seven practical areas that address the most challenging issues your employees face:

• Essentials of superior client service
• Voice mail
• Superior service delivery
• Challenging calls
• Responsive problem recovery
• Special situations
• Communication with internal clients

Your employees will learn:

• What makes the difference between adequate, good and superior performance
• How you say what you say is as important as, and sometimes more important than, what you say
• How to avoid being coaxed into making exceptions that can be bad for the company or the client or might be a violation of policy or regulation
• What to do when explaining complex information and the client doesn’t follow
• How to use what they know about the client’s history from the system and from what the client says
• And much more

Designed for easy and flexible implementation

Superior Client Service for Financial Institutions can be delivered by trainers, supervisors, team leaders and managers in two days or seven 90-minute to 2 hour sessions. The Tell-Show-Do approach helps employees quickly grasp and apply key principles and can easily be modified to fit your organization’s policies and culture:

• The Trainer’s Guide provides the “Tell.”
• The multimedia CD accompanying the guide is used as the “Show” or demonstration.
• Two kinds of “Do” exercises are recommended: Quick classroom exercises involving role-play and extended exercises occurring outside the formal classroom and using real-life examples, call monitoring and/or a phone lab.

Package includes: Trainer’s Guide / PowerPoint Presentation / 5 Participant’s Booklets / 5 Coaching Handbooks / 5 Multimedia CDs