Expanding Customer Services (for Financial Services)

Exceeding Customer Expectations

This module continues the emphasis on teamwork to provide exceptional service and respond to customer problems in a way that will increase customer loyalty and retention. Providing exceptional customer service is an ongoing process of uncovering and resolving problems. This is not a one-time event, but an ongoing journey. In other words, the new skills we have learned in this course need to become a habit for everyone in the institution. This is the last module in Expanding Customer Services, a six-part online training program for financial institutions.

Meeting Customer Needs with Teamwork

Exceptional service requires more than just strong individual performance. Great customer service requires that we work as a team! As the title suggests, this module will help us sustain high-quality service across all departments, jobs and roles in our institution. We will start by discussing the importance of teamwork. Then we will examine the concept of continuous service. We will look at how to build better teams, and develop a model for making referrals within our institution. Finally, we will review the importance of supporting and reinforcing our customers' decisions. This is the fifth module in Expanding Customer Services, a six-part online training program for financial institutions.

More Time to Focus

In the third module, we looked at how employees can provide exceptional service even in brief interactions with customers. In this module, we will focus on longer, more comprehensive transactions with our customers. In these longer transactions, we have more time to explore and meet the customer's needs. We can be reassured the institution is doing all it can for its customers. A substantial part of providing good service in longer transactions is educating our customers about our products and services and how they can help them. We will also continue the topic of handling customer resistance that we began in Module 3. This is the fourth module in Expanding Customer Services, a six-part online training program for financial institutions.

Only A Minute?

Many of us chose to work in financial services because we enjoy other people. People in our sector are often known for their friendly, service-minded attitudes. We are proud of our long-term employees, our community involvement and our relationships with customers. This module and the three modules that follow focus on relationships with customers. We will look at how we can use our relationships with customers to distinguish our institution from competitors and cultivate loyal, long-term customer relationships. This is the third module in Expanding Customer Services, a six-part online training program for financial institutions.

We Have What They Need

In the first module, we outlined how making small changes in the way we do business would allow our institution to survive and prosper. This second module focuses on the products and services we use to keep our customers happy. You will explore a powerful concept for helping the institution expand its customer relationships – the Customer Pathway. Then you will learn about the language of features and benefits so that you can better communicate the value of the institution's offerings. This is the second module in Expanding Customer Services, a six-part online training program for financial institutions.