enhanced service for retail banking training program

Enhanced Service for Retail Banking Training

Retail Banking Service Training Enhances the Customer Experience

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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For Who

Retail Banking Service Professionals

Service Professionals

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Format

Instructor-led

Virtual instructor-led

Digital Learning

Blended Learning

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Duration

1-Day ILT Workshop; Two 4-hour VILT Workshops; Pre and Post Digital Learning

Richardson Sales Performance's Retail Banking Training Programme

Richardson Sales Performance's Enhanced Service for Retail Banking programme helps retail banking professionals:

  1. Execute customer service that rises to the level of a competitive advantage
  2. Shift their mindset to view sales as a way to add additional value to the customer
  3. 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
training for retail bank professionals

Enhanced Service for Retail Banking Training Programme Brochure

Find out how the Enhanced Service for Retail Banking programme helps retail banking professionals execute customer service that rises to the level of competitive advantage.

Key Areas of Content

Engaging with Customers

We 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 Needs

We 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 Value

We teach service professionals 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 Objections

When faced with objections, most service professionals react defensively or use self-serving behaviours that undermine customer trust. We teach them 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.

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Our Impact

12%

5-12% Increase in Revenue

24%

Improvement in skill efficiency

35%

Increase in knowledge proficiency

900

Global Clients

3.5M+

Individuals Trained