The purpose of this curriculum is to explain the professional skills needed to deliver superior service to each of the organization’s customers on a daily basis. This curriculum will teach the basics of customer service by discussing how to properly greet customers, listen, and identify customer needs, and how to end each conversation politely and professionally. In addition to this, the courses will emphasize the importance of effective communication during every customer interaction. Completing these courses will provide a comprehensive understanding of the communication strategies and techniques to help overcome any communication barriers or customer service issue at the organization.
The Customer Experience
T1) The Changing Bank Customer
T2) Customer Experience Statements
T3) Giving and Getting Respect
T4) Special Types of Customers
Understanding Communication
T1) How we Communicate
T2) Introduction to CLEAR
T3) Upset Customers
Communication Strategies
T1) Introduction to CLEAR
T2) Problem Customers
T3) Unreasonable Customers
T4) Resolving Bank Issues
T5) Listening
T6) Finding a Solution
