Verbal Communication Suite

This suite of three courses* explores tactics for creating memorable customer interactions, from initial greeting to conclusion, whether in-person or over the phone. Completing this suite provides best practices to create positive customer service experiences. Concise, impactful lessons can be applied on the job immediately.

Duration: Approximately 20 minutes
Created: November 2017

Courses*

*Only available as a suite

  • ​Effective Conversation
    Guides you through the elements of an effective conversation. Learn best practices for using a customer's name, choosing your words thoughtfully, and allowing the customer to respond. See how to effectively conclude a conversation by summarizing, answering final questions, and setting follow-up expectations.
     
  • Greetings and Introductions
    Guides you through a five-step process for delivering effective greetings. Explore the importance of setting an appropriate tone at the start of your conversations. Gain tips applying these techniques in-person or over the phone.
     
  • Handling Customer Concerns
    Guides you through building a positive connection with customers. Learn ways to help your conversation flow smoothly. Get tips for staying calm when a customer becomes upset.

Audience

For Professional Skills. Branch and administrative office staff, call center staff, tellers, new hires, and anyone who may interact with customers.

Course Credits

ABA Certificates: Effective January 2018, this suite will apply to the following ABA Certificates:

 

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Questions? Please contact training@aba.com for more information.
 

 Purchase

 

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

 

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