Tele-Consulting

 

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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