Enhanced Service for Retail Banking Training Program
Find out how an exceptional customer experience delivers dividends
Enhance your customer's experience and build brand loyalty
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, are more demanding, and are less patient. Each interaction with a customer forms a view of your brand and is an opportunity to build loyalty, grow revenue, gain referrals and develop a reputation for exceptional service.
Retail Banking Service Professionals
1-Day ILT Workshop; Two 4-hour VILT Workshops; Pre and Post Digital Learning
Retail Banking Service Training Program Overview
Richardson's Enhanced Service for Retail Banking program 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 program 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, personalize 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 leverage the untapped potential of customer success teams.
Enhanced Service for Retail Banking Training Program Business Benefits
Upon completing the Enhanced Service for Retail Banking training program, your team will experience the following business benefits:
- Develop a structured method for transitioning from serving the immediate need to understanding broader needs
- Realize 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 personalized 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 Customers
We teach service professionals best practices 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 Sales Objections
A consultative approach leads to not only resolving objections, but also to increasing connection with the customer. We teach participants how to develop a positive mindset toward objections, avoid defensiveness and self-serving behaviors that undermine trust, and equip them with a four-step, customer-focused model to resolve any objection.
Deep & modern sales curriculum enables you to develop your individual sellers against role-based competencies while achieving consistency across teams.
Our customization approach ensures we fully reflect your unique selling environment while leveraging best-in-class training content to ensure efficiency and relevancy.
A modern delivery approach that includes live and virtual training workshops in which participants learn and practice skills complemented with a digital, blended learning journey that reinforces, sustains, and certifies desired behaviors.
Build agile selling skills within your sales teams so that they can lead customers through a new, dynamic and digital buying journey. Agile selling skills and an outcome-focused pursuit plan are the future of selling.
Our technology provides visibility into performance so that we can measure progress and deliver real-time insights.