This site uses cookies to improve your browsing experience, gather site analytics and activity, track shopping cart contents, and deliver relevant marketing information.
View our privacy policy and manage your settings here. By using our site you agree to these terms.

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: This suite will apply to the following ABA Certificates:

 

​​
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.​

 

 Related Training