Teach your service personnel how to be more
confident and effective when using the telephone

Superior Client Service for Financial Institutions
David Driskill

Give your service personnel the cutting-edge skills they need to move their phone performance from “good” to “superior.”

This complete training program makes it easy to teach any number of employees the interpersonal communication skills needed to create superior interactions with financial clients. While the materials focus on providing service by phone, many of the concepts translate readily into face-to-face interactions.

The ideal training program for financial institutions

Here is the training program you need to develop the skills and effectiveness of customer service representatives in large-volume phone units as well as anyone else who speaks by phone with internal or external clients, including:
• Service managers
• Front-line accounting specialists
• Help Desk personnel
• Back-office personnel
• Internal specialists

All kinds of companies in the financial services industry have used these concepts to develop more skilled and confident employees—from investment companies and account custodians to brokerage firms, transfer agents and beyond.

Accelerate the mastery of key skills practiced by the industry’s best

The program is organized around seven practical areas that address the most challenging issues your employees face:
• Essentials of superior client service— Key points covered: Verbal manner, greeting/opening the call, holds, transfers and closing the call
• Voice mail
— Key points covered: Personal coverage, your outbound message, using voice mail responsibly and leaving a message for a client
• Superior service delivery
— Key points covered: Three basic call types, identify client goals/interests, reflect your understanding, present your
response or commitment, follow up and be proactive
• Challenging calls
— Key points covered: I want to speak with your manager, Can’t you make an exception?, I’m so mad and frustrated, I’m not following any of this
• Responsive problem recovery
— Key points covered: Two problem recovery facts, problem recovery do’s and don’ts, recovery ideas to think about and critical points
• Special situations
— Key points covered: Special situations defined, do’s and don’ts
• Communication with internal clients
— Key points covered: What is a client, internal communication do’s and don’ts

Your employees will learn:
• What makes the difference between adequate, good and superior performance
• How you say what you say is as important as, and sometimes more important than, what you say
• How to avoid being coaxed into making exceptions that can be bad for the company or the client or might be a violation of policy or regulation
• What to do when explaining complex information and the client doesn’t follow
• How to use what they know about the client’s history from the system and from what the client says
• And much more

Designed for easy and flexible implementation
Superior Client Service for Financial Institutions can be delivered by trainers, supervisors, team leaders and managers in two days or seven 90-minute to 2 hour sessions.
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