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Proactive Relationship Customer Service

Customer service is personal. Excelling at moving from ordinary to extraordinary is key in being proactive in how we coach our client facing employees.

OnDemand
Recorded Monday,
June 28th, 2021
Presented by Melissa Marvin
1h 30m total length
$279.00 or 1 Token

Includes: 30 Days OnDemand Playback, Presenter Materials and Handouts

  • Human Resources
  • Management/Employee Development
  • Branch Manager
  • Customer Service Representative
  • Senior Management
  • Teller
  • Trainer

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Customer service is personal. Excelling at moving from ordinary to extraordinary is key in being proactive in how we coach our client facing employees.

When it comes to servicing your customers, you need to think through the lens of the customer to move that experience from ordinary to extraordinary! What is the gap between where you are today and where you want to be in providing proactive relationship customer service? This program will focus on how to instill a culture of extraordinary through all stages of the customer relationship and how this will have an impact on your bottom line in producing meaningful results.

What You'll Learn

  • How to coach your teams to deliver extraordinary customer service
  • Difference between proactive relationship service vs. baseline service
  • Techniques to uncover customer needs:
    • Known and Unknown
    • Current and Future
    • Greeting and Closing
  • Preparation is key to success
    • Planning best practices
  • How to speak to benefits vs. features
  • Overcoming objections techniques
  • Know your customers
  • Follow-up and follow through

Who Should Attend

• Those that manage tellers, front-line employees, personal bankers. branch managers, sales officers, trainers and customer development staff.

Melissa Marvin

Instructor Bio

Melissa Marvin is Chief Service Officer at Bank of Bennington. She has served the financial services industry for over 35 years, primarily in leading and managing sales tied to bottom line results. While she is experienced in financial services consulting for all lines of business, retail banking is a true passion. Past experiences include accountability for the sales and operations of a branch network at a multi-billion dollar holding company, to leading the community bank and credit union division for a global financial services consulting firm. Melissa is a senior training consultant for InterAction training.


Melissa's approach to ensuring the right behaviors are in place to drive results, is about simplicity – 20% theory, 80% application; what you learn today, you apply today.

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