Program Description:
Many customer interactions with your financial institution now happen on the telephone. This webinar will help you to maximize your telephone effectiveness from both a service and a sales standpoint. Learn how to build your customer relationships from the greeting through the end of the call. You will also learn how to diffuse anger and complaints received by phone and will become more aware of how to capitalize on sales opportunities in your telephone inquiries.
This two-hour course covers :
- Project a positive attitude through tone of voice
- Give effective telephone greetings
- Deliver clear and concise communiction
- Speak clearly and say it better
- Listen with a purpose
- Ask questions to uncover sales opportunities
- Take complete messages
- Handle holds and transfers
- Manage telephone conflict and complaints
- Use voicemail wisely
- End the call on a positive note
Plus frequent question and answer sessions throughout this presentation.
Who Should Attend:
New Accounts Representatives, Personal Bankers, Administrative Assistants, Tellers, Customer/Member Service Representatives, Telephone Service Representatives, Branch Managers, Call Center staff, Operations Officers, Loan Officers and anyone who speaks with customers on the telephone.
Presenter:
Teresa Allen, president, Success Strategies, a national training and consulting firm focused on building profitability through employee performance. Allen is a professional member of the National Speakers Association and is a recipient of the American Society for Training and Development Professional Trainer of the Year Award. Allen presents frequently to the financial industry. She is author of Common Sense Service: Close Encounters on the Front Lines and co-author, The Service Path: Your Roadmap for Building Strong Customer Loyalty.
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