Managing Customer Relationships
All too often your most valuable assets, your customers, are entrusted to the least trained and lowest paid employees. These employees want to make a difference, but they need the relationship processes, knowledge, skills and tools to help them build customer loyalty.
We base our processes and skill training on the customer relationship needs of your employees, and then customize it for your bank’s offering and market conditions. Training is conducted at your location and is available in several formats and investment ranges.
Understanding Customer Expectations
Customer’s basic service needs are typically similar. Do your customer contact employees know what those needs are? Do they understand what customers expect from them? This workshop incorporates extensive banking customer research that shows what customers expect from service providers. It teaches your employees what customers expect from them and builds customer relationship skills that identify and satisfy customer needs.
Professionalism in Banking
Do your contact employees exhibit the professional image customers expect? Or do they see friendly smiling people with no clue about professionalism? This workshop helps employees look, act, and work like professional bankers by teaching the importance of dress, business etiquette, and customer contact proficiency.
Effective Negotiation Skills
Recognizing opportunities to negotiate and having the skills to do so enhance the value of your key employees. This workshop helps employees maximize asset and fee contributions for asset growth while establishing win/win relationships. Employees learn processes and skills of effective negotiation and understand how their ability to negotiate affects bank performance, customer satisfaction, and their performance management.
|
