Customer Service Under the CFPB Webinar
In this session, we will share practical “how to” advice that everyone can easily understand and instantly use. We’ve all heard it said a thousand times that ‘practice makes perfect’. However, in my experience, only ‘perfect practice makes perfect’ (see complete description below).
Click Here for Webinar Description and Audience
In this session, we will share practical “how to” advice that everyone can easily understand and instantly use. We’ve all heard it said a thousand times that ‘practice makes perfect’. However, in my experience, only ‘perfect practice makes perfect’. If everyone in your organization doesn’t have the same goals, attitude, and motivation regarding your customer and customer service, your customers will suffer and ultimately, so will your company.
All employees should be well trained and competent. When employees are confident in their abilities, they feel grounded and are capable of establishing the “customer connection”. We will explore what is good customer service in the age of the CFPB! By creating good customer habits, you will set your Financial Institution apart from your competitors.
•Creating a powerful first impression – establishing your benchmarks
•Developing rapport with a customer – treating everyone the same isn’t always easy
•Teamwork and Customer retention – pampering pays
•Practicing good listening skills – hearing is not understanding
•Recognizing sells opportunities – why it is important to promote your products
•Developing immediate phone rapport – let them hear you smile
•Handling an angry customer – why we should take it personally
•Solving Problems / Taking Responsibility – communicating & following up
•Selling Yourself / Selling Your Company – learn to tell your company story
•Stress management – who says stress is not good for you
Who Should Attend?
Everyone in the organization that comes in contact with your customer in person, over the phone, and/or internet will benefit from this session.
Click Here for Continuing Education Credits (CEC) Info
This webinar is recommended for 2.5 CE Credit Hours. Each attendee will receive a Certificate of Attendance for self-reporting of CE Credits.
Click Here for Viewing Option Descriptions
INCLUDES SEVEN DAYS OF ONDEMAND ACCESS! With this option, you will participate in the webinar (via the internet) as it is being presented. You will login to the webinar on your PC to view the PowerPoint presentation, and you have the option of using your PC speakers or a telephone for the audio. Participants can type and send their questions to the instructor. Many companies are now running their PC through an LCD projector allowing many employees to participate in the same room.
SIX MONTH ONDEMAND VIDEO RECORDING:
With this option, you will receive an e-mail that contains a link to the PowerPoint slides (to download, print, and copy) as well as a link to the media player where you will view and hear the entire webinar just as it was delivered, featuring the full-color PowerPoint presentation with audio. You can pause, fast-forward and rewind as needed, which makes it an effective training tool. The weblink will be available to you (and anyone else in the company) for up to six months and can be accessed 24/7 as many times as you wish. Delivered via e-mail the day after the webinar takes place.
CD-ROM VIDEO RECORDING:
If you do not have internet access or want to make the webinar part of your training library, the CD-ROM Recording is a great option for viewing a webinar. You can pause, fast-forward and rewind as needed, which makes it an effective training tool. With this option, you will receive a download of the PowerPoint slides and a CD-ROM Recording (featuring PowerPoint presentation with audio) of the webinar via regular mail. Mailed 7 to 10 days after the webinar takes place.
Webinars can be scheduled and offered exclusively for your company. They can even be customized to best fit your needs. To find out more, please complete the in-house request form found in the Schedule and Registration Information section below.