Bank Customer Service Excellence Training

A Bank’s frontline staff is a reflection of the Bank’s overall commitment to their customers. As the “face” of the Bank, your attitude plays a major role in a customer’s overall satisfaction and continued loyalty. What’s your attitude towards the customers you serve? Excellent!? Good? Okay? Sometimes it’s difficult to judge your own attitude, but the customers realize it immediately. This seminar will give you the tools you need
to make your customer’s experience completely satisfying. Participants will even role play various techniques covered in the seminar and be motivated to play their part in the success of the Bank.

By the completion of this seminar participants will demonstrate their ability to:

• manage the behaviors which portray a negative attitude

• manage the customer’s first impression

• understand the importance of their role in the Bank

• serve both internal and external customers

• manage their personal perceptions in each encounter

• use effective communication techniques

• serve customers in person or on the phone

• follow through on promises made to the customers

Who should attend this full-day seminar:

• Frontline customer contact staff and supervisors

• All those having customers whether internal or external

• Appearance

• Body Language & Tone of Voice

• Gestures & Facial Expressions

• Perceptions

• Customer Personalities

• Responding to Customer Personalities

• Listening

• Eye Contact

• Words

• Telephone Skills

• Categories of Customer Expectations

• Governing Forces in Customer Service

• Achieving Customer Service

• Excellence Equation

• Turning Service Into Sales