Program Description:
Many customer interactions with a financial institution now happen on the telephone. This webinar will help you to maximize your telephone effectiveness from both a service and sales standpoint. Learn how to build a relationship 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 2-Hour Webinar Covers:
- Project a Positive Attitude through Tone of Voice
- Give Effective Telephone Greetings
- Deliver Clear and Concise Communication
- Speak Clearly/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 Voice Mail Wisely
- End the Call on a Positive Note
Who Should Attend:
New Accounts Representatives, Secretaries, Tellers, Customer/Member Service Representatives, Telephone Service Representatives, Branch Managers, Loan Officers and any other customer contact personnel.
Presenter:
Teresa Allen works with financial institutions who want to improve sales and customer service performance in order to build success and grow profits. Teresa is owner of Success Strategies, a national training and consulting firm. She is a member of the National Speakers Association and past recipient of the ASTD Professional Trainer of the Year Award. Teresa has presented to the financial industry for over ten years at local, state and national meetings. She is author of Common Sense Service: Close Encounters on the Front Lines and is co-author of The Service Path: Your Roadmap for Building Strong Customer Loyalty. Teresa is a graduate of Miami University in Oxford, Ohio where she earned her B.S. in Business Administration with a degree in Marketing.
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