Webinar: ABA Customer Service Representative Certificate – Self Paced
The NCBA is partnering with the American Bankers Association on a special launch of their Customer Service Representative Certificate. This training is self-paced, with a launch date of Wednesday, May 13. Attendees will be given a roster of all participants to allow for peer discussion and networking while taking the course. The estimated time allotment for this program is 10.5 hours.
This certificate program addresses the knowledge and skills necessary to achieve superior performance in this important position within the bank. Customer Service Representatives (CSRs) conduct basic banking transactions and cross-sell bank products and services. Successful CSRs respond to customer needs with a thorough understanding of retail products and services, and resolve customer problems with knowledge of pertinent bank policies and procedures. In addition to the courses that address sales and customer service, the curriculum also emphasizes business ethics and banking fundamentals. Basic selling and cross-selling are covered as well.
Topics that will be covered are:
- Banking Basics
- Why Quality Customer Service Matters
- Communication Basics
- Online Communication
- Verbal Communication
- Written Communication
- Relationship Sales
- Effective Referrals
- Overcoming Objections
- Various Learner Toolkits