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TELE-CONSULTING – Parts I and II
Delivery Methods: This course is available in the following
formats:
·
ABA eLearning Self Paced course
Price: $95 members; $130 non-members ENROLL NOW
·
Handbook and
Trainer's Guide -
Tools for in-house training
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 - 2.5
For further information,
please call Elisa Legg at 212-297-1679 or elegg@nyba.com.
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