P E N N S Y L V A N I A   B A N K E R S   A S S O C I A T I O N A Provider of AIB Products Teleconsulting
Course Description: Part I - Planning the Call Teleconsulting: Planning the Call provides a planning strategy for professional bankers to prepare to make calls to clients. This course focuses on client profiles that are specific to each client in order to evaluate sales potential. To keep the reason for the calls focused and to make clients feel at ease from the start, this course explores the importance of creating call objectives, scripted introductions and questions. Part II - 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: For Part I: Banking professionals who are familiar with the basic sales cycle and who need to plan outbound telephone service and sales contacts with an assigned customer portfolio. For Part II: 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 I - Planning the Call   • Describe the common challenges of teleconsulting   • Identify service and sales potential for existing customers   • Plan an interview that stays focused on the purpose of the call   • Prepare a call invitation to ensure customer participation   • Plan interview questions to verify customer needs Part II - Handling Difficult Situations   • Explain the impact of stress on customer service delivery   • Explain how customer service skills help with angry clients Course Credits: AIB: 0.25 ; ICB: 2. CPB, CCSR Prerequisites: None Required Software: None Optional Software: Adobe Acrobat Reader and RealPlayer Cost: Members $95   •   NonMembers $130       Forms Page ... Registration ... Requests ... Withdrawal PBA Contact: Jackie Catalano • (717) 255-6939 • jCatalano@paBanker.com
This educational opportunity is brought to you by Pennsylvania Bankers Association