Why Quality Customer Service Matters

Course Number: ABA

Course Code: ABA

This suite of five courses and one exercise module* delves into the skills critical to making clients feel valued. Completing this suite provides insight into improving customer service skills, especially during stressful situations, to help build client relationships. Concise, impactful lessons can be applied on the job immediately.

Courses*
*Only available as a suite

The Importance of Customer Service
Guides you through making your clients feel valued by meeting their expectations. Develop a deep understanding of the customer service skills critical to increasing sales, and to the overall success of your bank.

Customer Service Basics
Guides you through using basic customer service skills during client interactions, both internal and external.

The Importance of Communication
Guides you through improving client interactions. Gain insight into the factors that influence communication, such as word choice, tone of voice, and body language.

Handling Stress
Guides you through handling stress when symptoms arise during client interactions. Manage stress by reframing tense situations as opportunities for building relationships and retaining clients.

Handling Upset Clients
Guides you through applying good customer service skills to challenging situations. Explore ways to return angry clients to a rational state of mind, so that you may more easily understand their problem. Get tips to help clients feel that you are taking personal responsibility for resolving issues.

Why Quality Customer Service Matters – Apply What You’ve Learned
Practice providing quality customer service by applying good customer service and communication skills to client interactions.

Audience: Branch and administrative office staff, call center staff, tellers, new hires, and anyone who may interact with customers.

Prerequisites: n/a

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Member Price: $55.00
Non-Member Price: $75.00
Textbook Charge: $0.00

Credits: ABA Certificates: This suite applies to the following certificates: Branch Manager Certificate Customer Service Representative Certificate Supervisor/Team Leader Certificate Universal Banker Certificate

Length: 35 minutes

ABA Training