Self-paced online course: ABA eLearning (length: 2.5 hours)
Participant’s Handbook and Trainer’s Guide – Tools for in-house training
Handbook: Catalog #3005034 $47.25 member; $73.50 non-member
Trainer’s Guide: Catalog #3005035 $95 member; $135 non-member
Publication Order Form
Please note: Revitalizing Customer Service is printed on demand as ordered. The Handbook and Trainer’s Guide may not be returned.
eLearning Course Content: Part 1 – Basic Skills
Revitalizing Customer Service: Basic Skills presents the ten basic customer service skills that clients expect from any business interaction – internal and external. This course explores three communications methods for sharing information with clients, as well as the keys to effective listening that can have a positive influence on a client.
After completing Part I, students will be able to:
- Describe the value of basic customer service skills
- Explain the role of communication in the delivery of customer service
- Describe how listening enhances customer service delivery
eLearning Course Content: Part 2 – Handling Difficult Situations
Revitalizing Customer Service: Handling Difficult Situations provides ways to overcome obstacles that cause stress and can keep employees form 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.
After completing Part II, students will be able to:
- Explain the impact of stress on customer service delivery
- Explain how customer service skills help with angry clients
In-house Training Content Course Description: This course will have participants use a variety of exercises and group activities to define basic customer service skills and examine how the use of those skills adds to the personal and professional productivity levels of the participants. Participants will be using a worksheet throughout the day while practicing new skills or enhancing current levels of customer service. Each section will also give managers an opportunity to see how these customer service skills can benefit some key areas of managing employees such as providing constructive feedback, taking corrective action and coaching.
Learning Objectives: After completing this course, students will be able to:
- Identify and define basic customer service skills.
- Use the basic skills in current workplace environments.
- Understand how perspectives impact customer service.
- Isolate personal symptoms of stress and the possible impact of those symptoms on service levels.
- Connect three areas of communications and listening to clarify the intended message.
- Apply customer skills to interactions with angry or difficult customers.
The New York Bankers Association is a Local ABA Training Provider.
Questions: NYBA Professional Development at (212) 297-1679 or firstname.lastname@example.org.