Course Demos     Log Into ABA eLearning     AIB Overview     AIB Online Courses      AIB Textbooks TELE-CONSULTING – Parts I and II Self-paced online course - ABA eLearning  (length: 1.5 hours) Price: $95 members; $130 non-members Print Registration Form     Enroll Online This course is also available at discounted prices under an annual license.  A Learning Extension is available for this course. Call or email for details. Course Description:  Part I - Planning the Call Teleconsulting: Planning the Call provides a planning strategy for professional bankers to prepare to make calls to clients. This course focuses on client profiles that are specific to each client in order to evaluate sales potential. To keep the reason for the calls focused and to make clients feel at ease from the start, this course explores the importance of creating call objectives, scripted introductions and questions. REVISED: 2009 Part II - 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. REVISED: 2009 Audience:  For Part I: Banking professionals who are familiar with the basic sales cycle and who need to plan outbound telephone service and sales contacts with an assigned customer portfolio. For Part II: All levels of employees who want to learn basic customer service skills. Learning Objectives:  After completing this course, students will be able to: After completing Part I: Planning the Call, students will be able to: Describe the common challenges of teleconsulting Identify service and sales potential for existing customers Plan an interview that stays focused on the purpose of the call Prepare a call invitation to ensure customer participation Plan interview questions to verify customer needs After completing Part II: Handling Difficult Situations, students will be able to: Explain the impact of stress on customer service delivery Explain how customer service skills help with angry clients  Prerequisites:  A basic understanding of the sales process and knowledge of banking and financial products recommended. Course Credits:  AIB - 0; ICB - 2.0 For further information, please call Elisa Legg at 212-297-1679 or elegg@nyba.com. The New York Bankers Bankers Association is a Local ABA Training Provider.