Welcome to Financial Services - customer service training
This programme is designed to assist employees working for retail and investment banks, building societies, insurance companies and other financial services organisations.
You will look at how to:
- identify the key characteristics of the financial services sector
- find out what their customers need and expect
- create a favourable impression
- communicate successfully and provide helpful information
- deal with difficult situations effectively
- use their customer service skills to boost business
For booking enquiries please contact your local Welcome to Excellence manager
FIND OUT MORE ABOUT THIS COURSE:
Full course details
Excellent customer service is one of the keys to success in today's competitive financial services sector. This course aims to help existing and potential staff understand the importance of excellence in customer care, and financial services organisations to improve the service they provide to customers.
This programme delivers a mix of lively instruction and group activity enabling participants to develop an insight into the importance of customer service as well as showing them how to improve their own performance.
Welcome to Financial Services covers:
- The value of excellenct customer service
- The financial services sector
- Financial services inteh UK
- Components of the financial services sector
- Key organisations
- Understanding the jargon
- Understanding your customers
- The customer experience
- When you're the customer...
- Who are your customers?
- Healthcare service trends
- Delivering service excellence
- Key elements of customer service
- Customer service trends
- Setting and maintaining standards
- Creating a favourable first impression
- Successful communication
- The communication process
- Choosing your words
- Body language and verbal communication
- Listening skills
- Written communication
- Telephone techniques
- Providing information and advice
- Presenting information
- Acquiring information
- Meeting specific needs
- Providing an accessible service
- Language and cultural diversity
- Dealing with difficult situations
- The causes of dissatisfaction
- Handling complaints and resolving problems
- Customer feedback
- Boosting business
- Using customer service to boost business
- Improving quality
- Assessment activity
Course prices
Open course price: £90.00
In-house course price: £850.00
