Customer Service vs Customer Experience Webinar

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.

Continuing Education (CE) Credits

This webinar is recommended for 2.5 CE Credit Hours. Each attendee will receive a Certificate of Attendance for self-reporting of CE Credits.

View Delivery Options

Instructor

Janice Branch
Janice Branch

Janice Branch has been a senior training consultant for InterAction Training for over twenty-five years. She is a very seasoned presenter that has all the right stuff to wow her participants about the... read more.

Course TitleCreditsStart DateStart TimeDelivery TypeDelivery OptionInstructor / LocationPrice
Customer Service vs Customer Experience Webinar0.25 Any AnyWebinarOn-Demand Janice Branch$279.00 Register Now
Delivery Options

Webinars for Banks and Credit Unions

Live Webinar:

INCLUDES 30 DAYS OF ONDEMAND PLAYBACK! 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 phone for the audio. You can type and send your questions to the instructor.  And don‰’t worry if you miss the webinar, you can still view it for up to thirty days after it takes place!

Live Plus Twelve Months OnDemand Playback:

With this option, you will receive the live version, then you will receive an e-mail that contains a link to the PowerPoint slides (to download, print, and copy) as well as a link 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 link will be available to you (and anyone else in the company) for up to twelve months and can be accessed 24/7 as many times as you wish. Delivered via e-mail the day after the webinar takes place.

Live, Twelve Months OnDemand Playback PLUS CD-ROM VIDEO:

By adding the CD-Rom to your order, you will have non- internet access 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.

Recorded Webinar Options available as Twelve Months OnDemand and Twelve Months OnDemand and CD-Rom

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