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A Provider of AIB Products Revitalizing Customer Service |
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Course Description: PART 1 - Basic Skills Revitalizing Customer Service: 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. PART 2 - Handling Difficult Situations Revitalizing Customer Service: 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. Audience: All levels of employees who want to learn basic customer service skills.. Learning Objectives: After successfully completing this program, you will be able to: PART 1 - Basic Skills • Describe the value of basic customer service skills • Explain the role of communication in the delivery of customer service • Describe how listening enhances customer service delivery PART 2 - Handling Difficult Situations • Explain the impact of stress on customer service delive • Explain how customer service skills help with angry clients Course Credits: AIB: 0.5 ; ICB: 3.25 CBT, CCSR, CPB Prerequisites: None Required Software: None Optional Software: Adobe Acrobat Reader and RealPlayer Cost: Members $95 • NonMembers $130  Forms Page ... Registration ... Requests ... WithdrawalPBA Contact: Jackie Catalano • (717) 255-6939 • jCatalano@paBanker.com |
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