Revitalizing Customer Service: Part 1 and Part 2

Course Number: RCS1

Course Code: ABA 009

Part 1 – Basic Skills
Revitalizing Customer Service: Basic Skills presents the ten basic customer service skills that clients expect from any business interaction – internal and external. This course explores three communication methods for sharing information with clients, as well as the keys to effective listening that can have a positive influence on a client.

Part 2 – Handling Difficult Situations
Revitalizing Customer Service: Handling Difficult Situations provides ways to overcome obstacles that cause stress and can keep employees from displaying good customer service. This course pinpoints the real source of a client’s anger and helps employees accept the responsibility for ensuring an angry client feels their banking relationship is respected.

Learning Objectives
After completing Part 1: Basic Skills, students will be able to:
– Describe the value of basic customer service skills
– Explain the role of communication in providing customer service
– Describe how effective listening enhances your customer service skills

After completing Part 2: Handling Difficult Situations, students will be able to:
– Explain the impact of stress on customer service delivery
– Explain how customer service skills can help with angry clients

Audience: All levels of employees who want to learn basic customer service skills

Prerequisites: n/a

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Member Price: $95.00
Non-Member Price: $130.00
Textbook Charge: $0.00

Credits: 0.25

Length: 2 hours 35 minutes

ABA Training