Customer Service in the Financial Services Industry Training from CBT Direct

Customer Service in the Financial Services Industry Curriculum Outline

Customer Service Improves Your Results

Overview/Description
Developing a customer service environment is a great move for any organization to make. For financial service providers, its essential. Your customers have more concerns and anxieties, and are taking greater risks than any other type of customer. Think about the value of keeping your customers satisfied. In this course, you will begin to recognize how developing a customer service environment affects the profitability, growth, and reputation of the organization. You will also discover how a customer-focused environment helps financial advisors to build confidence, create opportunities, and establish the foundations for success. You will learn the importance of setting the standards for customer service, and empowering your employees to implement those standards, and how this leads to continuous improvements in customer service levels.

Target Audience
Anybody with a responsibility for: defining, implementing, or delivering customer service in the financial services industry.

Expected Duration
2.5 hours

Lesson Objectives:

The Value of Customer Service to the Organization

Identify the value of outstanding customer service to the organization.

Recognize how outstanding customer service can improve profitability.

Identify how delivering outstanding customer service can improve growth.

Identify the ways that customer service affects reputation.

Customer Service Benefits the Financial Advisor

Identify the benefits of exceptional customer service to financial advisors.

Select the ways that customer service increases the confidence of financial advisors.

Distinguish the aspects of customer service that create opportunities for financial advisors.

Identify the ways that a customer service environment can help financial advisors to deliver great service.

Building a Customer-focused Environment

Recognize the value of identifying the foundations of a customer-focused environment.

Select those elements that are required for setting standards for customer service.

Identify the requirements for implementing customer service standards.

Recognize the elements of customer service that lead to continuous improvement.

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Knowing Your Customers--The Key to Success

Overview/Description
To deliver outstanding customer service, you have to know who your customers are. You have to understand their expectations, and how to meet them. The focus of this course is recognizing what makes financial services customers different. You will discover three areas--the reasons they buy, what they buy, and when they have difficulty committing to a sale. Whatever your role in the organization, you will benefit from identifying the difference between internal and external customers. You will discover the value of both types of customers--but most importantly, you will learn how to build relationships with customers that ensure that you can deliver their customer service expectations. You may not consider yourself to be in contact with customers, but if you rely on other people in your organization, deal with customers on the telephone, or meet customers face to face, this course will help you to deliver customer satisfaction.

Target Audience
Anybody with a responsibility for defining, implementing, or delivering customer service in the financial services industry.

Expected Duration
4.0 hours

Lesson Objectives:

Developing Internal Customer Service

Identify the benefits of developing internal customer service.

Recognize the steps to take to identify personal internal customers.

Determine what can be achieved as a result of valuing internal customers.

Apply appropriate techniques for networking with specified internal customers.

Apply the appropriate techniques to gain the support of specified internal customers.

Knowing Your External Non-buying Customers

Recognize the advantages of understanding who external non-buying customers are.

Identify different external non-buying customers.

Apply strategies to make an external non-buying customer feel valued.

Demonstrate how to build effective external non-buying customer relationships in a given scenario.

Knowing Your External Buying Customers

Recognize the value of knowing who external buying customers are.

Recognize the defining characteristics of financial services customers.

Identify why financial services customers find it difficult to commit.

Use the relevant techniques to establish good relationships with buying customers in a given scenario.

Apply the techniques that can be used to maintain buying customer relationships, in a given scenario.

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Essential Customer Service Communication Skills

Overview/Description
Its not enough to believe in outstanding customer service--you have to deliver it. You have to exceed your customers expectations, and to do that you have to get the right message across. You have to communicate customer service at every level. This course focuses on understanding your customers. What makes them different? Is it the way that they behave? How can you communicate effectively with different customers? You will begin to recognize the characteristics displayed by suspicious, submissive, and assertive customers, and how to communicate with them to deliver outstanding customer service. You will discover the most appropriate questioning techniques to use with financial services customers, and understand what customer body language is saying. You will also appreciate the importance of improving your listening skills, so that you hear what the customer is saying, not what you want to hear. You cant deliver outstanding customer service unless you can communicate it.

Target Audience
Financial services representatives and customer service staff who have contact with external and internal customers

Expected Duration
4.5 hours

Lesson Objectives:

Communicating with Financial Services Customers

Identify the value of using specific questioning techniques and improving listening skills when communicating with financial services customers.

Identify open, probing, and emotional questioning techniques.

Apply the appropriate questioning techniques in a given scenario.

Select appropriate techniques to improve listening skills.

Apply the techniques that demonstrate good listening skills.

Non-verbal Behavior--Silent Communication

Identify the value of interpreting non-verbal behavior.

Respond appropriately to different facial expressions.

Recognize appropriate techniques to match a customers gestures.

Apply the appropriate responses to deal with different customer communication systems and body language, in face-to-face situations.

Getting the Best from Your Customers

Identify the value of recognizing different customer behavior.

Recognize the influences that affect customer behavior.

Apply appropriate techniques when communicating with submissive customers in a given scenario.

Apply appropriate techniques when communicating with suspicious customers in a given scenario.

Apply appropriate techniques when communicating with assertive customers in a given scenario.

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Helping Your Customer to Make the Right Decisions

Overview/Description
Do you want to help your customers to realize their dreams? When customers buy financial services, they are trusting you to help them to overcome their fears and anxieties, and to achieve their cherished goals. Thats a big job! Thats why customer service is so important at the point of sale. Decisions made now affect your customers lives. In this course, you will learn the importance of fact finding, the financial life cycle, and identify customers changing requirements. If you want your customers to invest in you--you have to invest in them. This course helps you to achieve success at the point of sale.

Target Audience
Financial services advisors dealing with customers at the point of sale.

Expected Duration
4.5 hours

Lesson Objectives:

Understanding Financial Services Customers

Recognize the value of understanding financial services customers.

Select the criteria that affect the financial services customer continuum.

Sequence the steps for gathering information from financial services customers.

Prioritize the order of customer needs that advisors should address to provide the best financial planning advice.

Preparing for the Financial Review

Identify the value of preparing for the financial review.

Identify the principles of creating an effective fact find document to gather customer information.

Apply techniques to create the right first impression with a customer in a given scenario.

Apply appropriate customer questioning techniques in a given scenario.

The Financial Journey

Recognize the value of identifying different customer behavior.

Apply appropriate communication techniques when dealing with a customer who fits the category of leader in a given scenario.

Use appropriate communication techniques when dealing with a customer in the category of reluctant traveler in a given scenario.

Use appropriate communication techniques when dealing with a customer in the category of happy wanderer in a given scenario.

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Continuous Customer Service

Overview/Description
Delivering outstanding customer service is vital to the success of any organization, particularly in the financial services industry. Your customers need to feel confident and secure that their investments and future plans are in good hands. This course is designed to help you to identify and exceed your customers expectations. You know the value of investments--carefully managed, they lead to profitability and growth for your customers. In this course, you will begin to recognize your customers as your most valuable asset. Investing time in them by delivering outstanding customer service when they have an inquiry or complaint will lead to profitability and growth for your organization. The focus of this course is to help you to recognize just how valuable your customers are! With this mind-set, you will become a valuable asset to your customers.

Target Audience
Team leaders, financial advisors and customer service advisors

Expected Duration
5.0 hours

Lesson Objectives:

Creating a Positive Customer Service Image

Recognize the benefits of creating a positive customer service image.

Select the rules to apply to manage customers perceptions of customer service.

Apply appropriate questioning techniques when dealing with customers on the telephone.

Select appropriate techniques to improve listening skills.

Apply techniques in a given scenario that demonstrates good listening skills.

Analyze the requirements for producing a positive customer service letter.

Promoting Customer Service

Identify the value of promoting customer service.

Select the requirements for preparing to make a successful customer service call.

Apply appropriate techniques for making a successful customer service call in a given scenario.

Apply appropriate techniques for making successful calls to address continuing customer needs, in a given scenario.

Dealing with Customer Complaints

Select the benefits of applying the appropriate techniques when dealing with incoming customer complaints.

Sequence the procedure for dealing with incoming customer complaints.

Apply appropriate techniques when dealing with an angry customer in a given scenario.

Utilize appropriate techniques when dealing with an assertive customer in a given scenario.

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Customer Service in the Financial Services Industry

When working within account management and financial service environments there are many factors that need to be carefully recognized in order to keep things running smoothly and to adequately satisfy customers. Financial customer service is special because its customers are taking bigger risks and therefore come with greater stresses. It is important to know exactly who your customers are and how to fulfill their requirements so that you can meet their needs and exceed their expectations and our online training can help.

With CBT Direct’s Online Customer Service Management in Financial Services Training, professionals will get the chance to see how their service environment can have a drastic effect on company growth and profitability and the ways to build confidence and create employee empowerment. Our online training will go over the different forms of effective communication, such as listening and/or questioning skills. CBT Direct will also help you to identify why financial service customer management is unique, along with the best ways to identify and serve your customers with optimal results.

Benefits of CBT Direct’s Online Customer Service Management in Financial Services Training

CBT Direct boasts the most beneficial online training on the market. With CBT Direct’s online training, you have the flexibility to study on your schedule, and with the speed and reliability of the internet, CBT Direct’s Customer Service Management in Financial Services training course is accessible anywhere you have an internet connection. Convenience finally costs less with CBT Direct - the most affordable online training solution today.

The unique design of CBT Direct’s Customer Service Management in Financial Services course emphasizes learner initiative, self-management and experiential learning. CBT Direct’s online course design begins with the definition of user-focused performance objectives and then proceeds to the selection and implementation of instructional strategies and learning activities appropriate for those objectives. This effective instruction model for CBT Direct’s Customer Service Management in Financial Services training course ensures the greatest level of comprehension and retention.

Who Benefits from CBT Direct’s Online Customer Service Management in Financial Services Training?

Our online training is designed to assist any professionals that work within financial services handling and/or implementing customer management responsibilities.

What Professionals Will Learn from CBT Direct’s Online Customer Service Management in Financial Services Training

Having an exceptional customer service team can make a big difference within a financial institution and CBT Direct will explain how increasing the level of customer management can improve a company’s growth and profitability. Our online training will cover the different ways that customer service can affect financial advisors including the aspects that help generate better opportunities. Professionals will review the foundations and standards necessary to establish a customer focused environment as well as the service basics that will lead to constant improvement. Our course will also cover the internal and external forms of customers that need to be properly identified and handled differently.

CBT Direct will give details on question asking strategies that can be used to increase your company’s level of service. Our online customer management course will also go over how to improve overall listening and communication skills. Professionals will be taught how to interpret facial expressions, gestures and other forms of non-verbal communication. Additionally, CBT Direct will give the learner a good idea on what kind of customers a financial services representative would have to deal with along with their different behavioral categories. Click here to see a detailed curriculum outline.

Customer management professionals will evaluate the steps needed to ready themselves for a financial review on top of information used for creating documents to help gather information on their customers. Our online training will stress the need to make a good first impression with your customers to help create the right image of your customer service department. Furthermore, CBT Direct will show the proper procedures to use when dealing with disgruntled customers and/or customer complaints.

Financial services need to be handled in a straightforward and professional manner that way customers can feel comfortable and well treated. With our online training customer management professionals will gain the know-how and techniques to run their department smoothly and effectively. CBT Direct’s Online Customer Service Management in Financial Services Training has what you need to calm the common uncertainties that arise when dealing with customer finances and build a strong employee-customer base that will continue your companies growth and positive reinforcement.

Customer Service in the Financial Services Industry