This TWO-PART Excellence in Client Support Series helps your client support and operations teams to develop and hone the skills needed to help and manage the issues of your internal and external clients. We spend time developing communications skills, representing the institution away from work, and effectively managing work time.
We utilize a password-protected, and encrypted Zoom platform that enables us to deliver the presentation in a classroom format. Plus, we offer the opportunity to participate in group exercises and discussions in separate Zoom rooms.
The Program: Each session is 9:00am-12:00pm EST via Zoom
The Live e-Classroom training is presented via a secure Zoom Platform. Upon individual registration, the student will receive a password and log in link to access the course. Participants will engage in discussions, small group activities, and skills practices to ensure that ideas are shared and learning is entertaining and adopted.
Two 3-hour sessions resulting in an Excellence in Client Support Certificate.
March 15, 2022. Positive Communications Skills and Managing Internal and External Client Expectations
Participants are introduced to text and language techniques that create positive interactions with employees and clients. Participants learn positive listening skills to enhance and clarify the issues in engaging with the client, as well as establishing trust and value.
Agenda
- The client-focused attitude
- Listening for engagement
- Positively engaging clients to differentiate the financial institution
- What do internal and external clients really expect?
- Making clients feel valued
- Managing difficult situations
- Recognizing client cues that indicate the need for additional services
- Making appropriate referrals to others on the team, in the branch, or other areas of the
April 19, 2022. Managing Your Time, Schedules, and Growth
Participants learn to maximize work time through managing disruptions, improving productivity, to improve service to internal and external clients. You will also learn how to represent the institution away from work, and help capture additional business. We cover:
Agenda
- Managing the biggest interrupters – other humans
- Managing organization processes that steal time
- What should I do first?
- What should I do when nothing is happening?
- When should I do which tasks (day of week, time of week, )?
- Design your personal game plan for managing time and schedule
- How to be an ambassador for your institution
- How to build your network