CFT
Webinars are purely educational. Instructors are not permitted to sell any
products or services during the presentation.
Who
determines the value of the service being delivered at your institution?
Good customer service is vital to the success of any institution. Research
says that it takes 10 times the effort to keep a customer loyal to an
institution today in comparison to the effort it takes to get them to
choose to do business with the institution in the first place. Employees
may execute the transactions accurately and be polite and courteous when
interacting with the customer, but does the customer experience the
interaction as satisfactory, but lacking something? The question becomes,
Is what I’m doing being experienced by the customer in such a way as to
make them feel this was the best service they’ve received?
Do we
go the extra step to meet the customer’s needs? Do we put ourselves in
their shoes to determine what actions we should take to ensure the
experience is extraordinary? Financial institutions looking for ways to
increase the relationship with the customer know that the success of the
relationship is in the hands of the people who wait on and assist customers
every day.
While
certainly an important skill, it takes more than processing transactions
accurately and being courteous to grow the relationship with the customer.
Customers like to do business with someone who will go above and beyond to
help them through an uncommon or complicated situation. Employees who
practice customer advocacy earn customer loyalty.
How do
you deliver value while creating amazing experiences for your customers?
Wow them with a genuine interest and care, wow them with an experience.
Customers who feel a connection to the people who wait on them feel valued
and well-cared for and will not only increase their relationship with the
institution but will also recommend you to their friends.
What
You Will Learn:
- Advocate for the Customer
- Being Authentic
- The ingredients for a WOW
- Three benchmarks of an experience
- Customer Expectations that Produce High
Satisfaction
- What Messages are you Sending?
- Listen for Meaning
- Saying the right things the right way
Who
Should Attend?:
Aimed
at all frontline staff, teller supervisors, tellers, call center, customer
service reps and branch managers, this program will allow participants to
excel at creating a customer experience. Please forward email to appropriate person(s).
Instructor:
Janice
Branch has been a senior
training consultant for InterAction Training for twenty years. She is a
very seasoned presenter that has all the right stuff to wow her
participants about the subject matter. Prior to joining InterAction
Training, Janice was the Senior Manager of Training for Consolidated
Communications where she managed, designed, coordinated and presented
training programs for this multi-state telecommunications company with over
1000 employees. Whether it is teaching how to coach, manage, lead,
negotiate, service, sell or train at every level in an organization or if
it is consulting on problem solving and servant leadership, Janice is the
"go-to" person every bank wants to hear from. Participants
appreciate her "been there, done that" humor along with her
expert ability to facilitate learning. Janice has obtained a Bachelor of
Business Administration with a major in Management from Almeda University
and is certified by the University of Houston in Leadership and Management.
In addition, Janice has obtained trainer certifications from Achieve Global
and Development Dimensions, Inc. A native Texan she enjoys many pursuits in
addition to teaching and learning but none more than being a grandmother
and tending to her ten acre home in Montgomery, Texas just north of
Houston.
What
Is A Webinar?:
A
webinar combines the clarity of an audio teleconference with the
interactivity and visual presentation of the internet. All you need to
participate is a telephone and an internet connection. Even if you don't
have an internet connection, you can still participate in the audio
session. Listening to the program over the telephone and following the
written materials is an effective alternative!
Unable
To Attend?:
No
problem. You can purchase a recording of the webinar for future use. You
can choose from either an On-Demand Web Link (Good for 6 months from the
webinar date, unlimited use) or a CD-ROM (includes a paper copy of the
PowerPoint slides).
Viewing
Options (all options include applicable handouts):
All
options include applicable handouts. You can choose to pay by credit card
or be billed. Additional Live Webinar connections are $75 each.
Option 1: Live
Webinar and 7 Days OnDemand Video Playback - $265
Option 2:
OnDemand Video (six months access) - $295
Option 3: Live
and 6 Months of OnDemand Video - $365
Option 4: CD-ROM
Video (Includes OnDemand Video) - $345
Option 5: Entire
Package (all of the above) - $395
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