Revitalizing Customer Service Curriculum


Part 1 - Basic Skills

Presents the ten basic customer service skills that clients expect from any business interaction—internal and external. This course explores three communication methods for sharing information with clients, as well as the keys to effective listening that can have a positive influence on a client.

Re-versioned: Aug. 2016


Part 2 - Handling Difficult Situations

Provides ways to overcome obstacles that cause stress and can keep employees from displaying good customer service. This course pinpoints the real source of a client's anger and helps employees accept the responsibility for ensuring an angry client feels their banking relationship is respected.

Re-versioned: Aug. 2016

Learning Objectives

After completing Part 1: Basic Skills, students will be able to:
  • Describe the value of basic customer service skills
  • Explain the role of communication in providing customer service
  • Describe how effective listening enhances your customer service skills
After completing Part 2: Handling Difficult Situations, students will be able to:
  • Explain the impact of stress on customer service delivery
  • Explain how customer service skills can help with angry clients

Audience

All levels of employees who want to learn basic customer service skills.

Course Credits


ABA Certificates​: This course applies to the following ABA Certificates:
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​Questions? Please contact training@aba.com for more information.
 

 Benefits of Self-Paced Training

 
  • Ultimate flexibility
  • Quizzes to support learning
  • Mobile format available
 

 Registration & Pricing

 

Individual Purchase:
ABA Member • $95
Non-Member • $130

Purchase for a Team:
To license this course to your bank for multiple learners, please contact ABA Training.

 

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