Loyalty Building Conversations

Loyalty-Building Conversations is a practical, interactive program designed to help relationship assistants, working as part of a business banking team, refine their skills to provide need-focused, value-added service to current clients and prospects.

Audience:

Relationship assistants and those who coach/manage them

Time Frame:

One-day classroom module

Prerequisites:

None

Loyalty-Building Conversations Key Learning Outcomes

Demonstrate how to hold needs-focused conversations that increase client satisfaction and deepen relationships
Handle sensitive client/prospect situations in a professional, confident manner
Identify how to proactively add value at various stages in client/prospect relationships
Make proactive telephone calls to increase client satisfaction and loyalty
Help grow client relationships by identifying client needs and concerns and suggesting customized solutions, including referrals to internal partners

Tools and Job Aids:

Client-Initiated Conversation Observation Guide
Telephone Call Plan
Proactive Telephone Call Observation Guide
Loyalty Building Conversations Coaching Job Aid

Taking you where you want to go starts with a conversation…

Give me a little info and I’ll be back with you shortly.

Dana Perkins
Executive Vice-President – Sales and Consulting
816-434-5543