Verbal Communication Suite
ABA SELF-PACED ONLINE TRAINING
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.
Approximately 20 minutes.
(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.
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
The New York Bankers Association is a Local ABA Training Provider.
- Bank Teller Certificate
- Customer Service Representative Certificate
- Branch Manager Certificate
- Personal Banker Certificate
- Supervisor/Team Leader Certificate
- Universal Banker Certificate
NYBA Professional Development at (212) 297-1679