Service representatives often act as the "face" of their organizations and play a critical role in delivering the best experience for every customer. In this course, learners will explore theories, strategies, and techniques for delivering quality service and building customer loyalty. This training course is designed for service professionals with any level of experience who want to expand their knowledge, improve their skills, and increase their understanding of customer service. As part of the Certified Modern Banking Representative Certificate, this training course is focused on customer service within the financial industry.
Completion Time
6 hours
Access Time
90 Days
Outcome
Individual Skill Course
Language
English
Training Level
Beginner
Delivery Information:
Online
Asynchronous
Self-paced
Description
Learning Outcomes
After completing this course, the learner should be able to:
- Describe the benefits of providing quality customer service, identify internal customers, and identify how to help organizations excel
- Apply best practices in customer service and employ the criteria required for a satisfactory customer experience
- Describe the external and internal factors in a customer's experience and how these relate to the Voice of the Customer
- Identify the benefits of bringing respect, emotional support, and a personal touch to customer interactions, and apply these practices to customer interactions
- Differentiate between and recommend key performance indicators (KPIs) to enhance the customer experience
- Identify different types of face-to-face communication, the critical success factors in face-to-face communication, and the benefits of actively listening to customers
- Identify various remote customer service communication channels, e.g., online, phone, etc., and apply best practices for each channel
- Take action to increase the loyalty of the customers served
- Identify the benefits of customer complaints, the steps in the service recovery process, and analyze the moments of truth in real-life situations
Additional Information
This course includes an “Ask the Expert” feature. You can use this feature to submit questions about course content. A subject matter expert will provide guidance or point you to additional resources for the topics you’re studying. Questions are answered as quickly as possible and usually within 24 hours.
Learners must achieve an average test score of at least 70% to meet the minimum successful completion requirement and qualify to receive IACET CEUs.
Requirements
Technology Requirements
Hardware Requirements: This course can be taken on either a PC, Mac, or Chromebook.
Software Requirements: Software must be installed and fully operational before the course begins.
- PC: Windows 8 or later.
- Mac: macOS 10.6 or later.
- Browser: The latest version of Google Chrome or Mozilla Firefox are preferred. Microsoft Edge and Safari are also compatible. Cookies and JavaScript must be enabled
- The latest Adobe Reader/Acrobat Reader ( free download available at https://get.adobe.com/reader/ )
- Any modern Office suite: Microsoft Office, Apple iWork, OpenOffice, or LibreOffice
- Reliable internet connection. Broadband cable or highspeed DSL is recommended for optimal experience.
- E-mail account (to be able to register and to receive e-mail from the course system regarding registration, course status, etc.)
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