Verbal Communication Suite


This suite of three courses explores tactics for creating memorable customer interactions, from initial greeting to conclusion, whether in-person or over the phone. Completing this suite provides best practices to create positive customer service experiences. Concise, impactful lessons can be applied on the job immediately.

Duration:  Approximately 20 minutes.

Courses: (Only available as a suite)

  • Effective Conversation
    Guides you through the elements of an effective conversation. Learn best practices for using a customer’s name, choosing your words thoughtfully, and allowing the customer to respond. See how to effectively conclude a conversation by summarizing, answering final questions, and setting follow-up expectations.
  • Greetings and Introduction
    Guides you through a five-step process for delivering effective greetings. Explore the importance of setting an appropriate tone at the start of your conversations. Gain tips applying these techniques in-person or over the phone.
  • Handling Customer Concerns
    Guides you through building a positive connection with customers. Learn ways to help your conversation flow smoothly. Get tips for staying calm when a customer becomes upset.

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

This suite applies to the following ABA Certificates:

  • Bank Teller Certificate
  • Customer Service Representative Certificate
  • Branch Manager Certificate
  • Personal Banker Certificate
  • Supervisor/Team Leader Certificate
  • Universal Banker Certificate

The New York Bankers Association is a Local ABA Training Provider.

NYBA Professional Development at (212) 297-1679 or
Enroll Online
Member $55
Non-Member $75

Full Course List

Print Registration Form
To license this course for multiple learners, contact NYBA Professional Development.