Research says that it takes ten 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. 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 to grow the relationship with the customer. Customers like to do business with a person, not a place. The warmer the relationship between the customer and employees who assist them, the more opportunity there will be to increase and enhance the customer’s relationship with the institution which results in a loyal customer.
What You’ll Learn
10 Traps to Avoid:
- Ignoring Reputation Destroyers
- Relying on a Single Skill-Set
- Deferring to Others to Solve Issues
- Slipping into Unprofessional Behavior
- Resistance to Double-Checking Work and Decisions
- Failing to Correct Critical Thinking Errors
- Teamwork Hiccups o Being too Rigid or Too Lax
- Buying into Prejudice or Stereotyping
- Blind Spots When it Comes to Service Delivery
- Tips to Enhance your Service Delivery
Who Should Attend
Customer Contact Personnel, Call Center Agents, Supervisors, Trainers, and anyone with authority over customer contact personnel would benefit from this webinar