Proactive Relationship Customer Service Webinar

Customer service is personal. Excelling at moving from ordinary to extraordinary is key in being proactive in how we coach our client facing employees.

When it comes to servicing your customers, you need to think through the lens of the customer to move that experience from ordinary to extraordinary! What is the gap between where you are today and where you want to be in providing proactive relationship customer service? This program will focus on how to instill a culture of extraordinary through all stages of the customer relationship and how this will have an impact on your bottom line in producing meaningful results.

What You Will Learn

  • How to coach your teams to deliver extraordinary customer service
  • Difference between proactive relationship service vs. baseline service
  • Techniques to uncover customer needs:
    • Known and Unknown
    • Current and Future
    • Greeting and Closing
  • Preparation is key to success
    • Planning best practices
  • How to speak to benefits vs. features
  • Overcoming objections techniques
  • Know your customers
  • Follow-up and follow through

Who Should Attend?

Those that manage tellers, front-line employees, personal bankers. branch managers, sales officers, trainers and customer development staff.

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

Related Topics

Instructor

Melissa Marvin
Melissa Marvin

Melissa Marvin is Chief Service Officer at Bank of Bennington. She has served the financial services industry for over 35 years, primarily in leading and managing sales tied to bottom line results. Wh... read more.

Course TitleCreditsStart DateStart TimeDelivery TypeDelivery OptionInstructor / LocationPrice
Proactive Relationship Customer Service0.25 Any AnyWebinarSix Month On-Demand Recording Melissa Marvin$295.00 Register Now
Proactive Relationship Customer Service0.25 Any AnyWebinarCD-ROM Video Recording Melissa Marvin$345.00 Register Now
Delivery Options

LIVE WEBINAR:
INCLUDES 7 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 telephone for the audio. You can type and send your questions to the instructor. Many companies are now running their PC through an LCD projector allowing many employees to participate at the same time. And don’t worry if you miss the webinar, you can still view it for up to seven days after it takes place!

SIX MONTH ONDEMAND VIDEO:
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:
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.

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