Retail Banking Service Training Enhances the Customer Experience
Traditional retail banks are struggling to attract and retain customers. The rise of digital entrants has equipped consumers to bank with more independence than ever. For this reason, 55% of bank executives see these new solutions as a threat according to research from PwC. As a result, “fewer than 20% of executives feel well-prepared for the future.”
Banking is highly competitive, and customers have a lot of choices. Customers are more demanding and less patient. Each interaction with a customer forms a view of your brand and is an opportunity to build brand loyalty, retain and grow revenue, gain referrals and develop a reputation for exceptional service (learn more here).
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Richardson Sales Performance’s Retail Banking Training Programme
Richardson Sales Performance’s Enhanced Service for Retail Banking programme helps retail banking professionals:
- Execute customer service that rises to the level of a competitive advantage
- Shift their mindset to view sales as a way to add additional value to the customer
- Position additional services and products as part of the solution
Retail banking professionals must become comfortable with proactively positioning solutions. However, selling is not a familiar routine to many of these professionals. Therefore, they must change their thinking around how they approach the service interaction.
This programme shows how to make this mindset change, deliver exemplary customer service, and use information learned in the conversation to deliver unexpected value by positioning additional products and services. To achieve these three objectives, participants will learn to develop self-awareness, personalise the customer service experience, spark the customer’s interest in an expanded solution, and more.
Building this skill set allows retail banking sales and service leaders to access the untapped potential of customer success teams.
Enhanced Service for Retail Banking Training Programme Business Benefits
Upon completing the Enhanced Service for Retail Banking training programme (learn more here), your team will experience the following business benefits:
- Develop a structured method for transitioning from serving the immediate need to understanding broader needs
- Realise greater economic value from the customer service call by positioning additional products and services that serve the customer’s complete needs
- Boost customer loyalty and retention with service that relates to the customer with an authentic and personalised approach
- Project confidence, credibility, and conviction in tone and words to convey interest, gain respect and inspire trust
- Improve first call resolution rates
Key Areas of Content
Engaging with CustomersWe teach service professionals best practises to effectively engage with the customer and set the tone of the conversation. We teach them how to ensure a strong opening helps them connect with the customer, defuse negative emotions (if needed), foster openness, build credibility, and set them up for success.
Solving Immediate NeedsWe equip service professionals with a framework to efficiently and effectively resolve the immediate need while listening to cues and clues for additional ways to create value for the customer. We teach professionals how to solve for the root issue, and not just fix the symptoms, leaving the customer feeling like they have dealt with a real person.
Enhancing Experiences Through Additional ValueIn this programme, we teach professionals how to strengthen customer loyalty by taking the extra step to find new ways to help the customer gain additional value. We teach them how to proactively increase the quality of the customer experience, inspire loyalty, and expand business by acting on opportunities to help the customer access additional resources, products, or services that enhance customer value.
Resolving ObjectionsWhen faced with objections, most sales professionals react defensively or use self-serving behaviours that undermine customer trust. A consultative approach leads to not only resolving objections, but also to increasing connection with the customer and building trust and credibility. In this programme, we teach your sales professionals how to develop a positive mindset toward objections, avoid defensiveness and self-serving behaviours that undermine trust, and equip them with a four-step, customer-focused model to resolve any objection.
Content Grounded in Behavioural ScienceOur content is grounded in behavioural science. The focus on behavioural science across our programme matters because we know that buyers make decisions based on both logic and emotion, an important and often overlooked component in both buying and selling. In fact, the emotional component of buying overrides the logical one. Sales professionals familiar with behavioural science concepts improve their ability to connect with customers because they have a greater understanding of their customer’s biases and their own. This helps them to more objectively evaluate opportunities and challenges, avoid aggressive behaviours, and reach their goals.
Programme Delivery Options
Our Enhanced Service for Retail Banking Programme is Available in the Following Modalities
Virtual Instructor-led Training that Replicates In-Person Classroom Experience
Our VILT solution uses video and digital technology and 40+ years of sales and learning expertise. Our virtual classroom replicates the experience and impact of live, in-person training by using interactive tools such as polling, chats, and breakout groups, to ensure time for small group work like group drills and role plays.
Digital, Online Learning Platform Built to Inspire Sellers
This programme is available on our digital learning platform, sitting at the heart of a blended learning solution. It is built to engage and inspire sellers, provide real-time visibility into performance for sales managers, and drive long-term results.
Interactive, Instructor-led Training
Our onsite, Instructor-led workshops are an experience. We use a ‘Learn-by-Doing’ methodology, where sellers are actively participating in role plays, problem solving, and brainstorming exercises. They also receive intensive coaching and feedback throughout the onsite programme by the best facilitators in the business.