10 Traps to Avoid to Enhance Service Delivery

Today, more than ever before, good customer service is vital to the success of any institution. It is the employee’s approach to customer service delivery that determines whether or not they will have the opportunity to sell additional products and services to the customer. Customers who feel a connection to the people who wait on them feel valued and well-cared for and will not only increase their relationship with the institution but will also recommend you to their friends.

Thursday, July 25th, 2024
1:30 pm - 3:30 pm
Presented by Janice Branch
2 SHRM-CP Credits
$299.00 or 1 Token

Includes: Live Access, 30 Days OnDemand Playback, Presenter Materials and Handouts

  • Customer Service
  • Human Resources
  • Management/Employee Development
  • Teller
  • Branch Manager
  • Customer Service Representative
  • Deposit Operations Manager/Specialist
  • Human Resources Officer
  • New Accounts Representative
  • Teller
  • Training Manager
  • Trainer

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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

Janice Branch

Instructor Bio

Janice Branch has been a senior training consultant for InterAction Training for twenty years. She is a very seasoned presenter that has all the right stuff to wow her participants about the subject matter. Prior to joining InterAction Training, Janice was the Senior Manager of Training for Consolidated Communications where she managed, designed, coordinated and presented training programs for this multi-state telecommunications company with over 1000 employees.

Whether it is teaching how to coach, manage, lead, negotiate, service, sell or train at every level in an organization or if it is consulting on problem solving and servant leadership, Janice is the "go-to" person every bank wants to hear from. Participants appreciate her "been there, done that" humor along with her expert ability to facilitate learning.

Janice has obtained a Bachelor of Business Administration with a major in Management from Almeda University and is certified by the University of Houston in Leadership and Management. In addition, Janice has obtained trainer certifications from Achieve Global and Development Dimensions, Inc.

A native Texan she enjoys many pursuits in addition to teaching and learning, but none more than being a grandmother and tending to her ten acre home in Montgomery, Texas just north of Houston.

Continuing Education Credit Information

10 Traps to Avoid to Enhance Service Delivery has been approved for 2 SHRM-CP credits. This statement is not an endorsement of this program or its sponsor. Credits are redeemable for both Live and OnDemand viewing. For questions on certificates, please email support@oncourselearning.com. Certification holders must report these credits at https://portal.shrm.org/.