Service & Support Conversations

Everyone has a client including the back office. These service-focused associates keep the engine running—supporting colleagues who directly serve clients or oftentimes provide direct support themselves. The way they work directly with clients and their colleagues significantly impacts the culture and working atmosphere of the bank. This ultimately impacts clients and their experiences. Service & Support Conversations introduces a need-focused conversation model for working with external and internal clients and reinforces the “we’re all on the same team” mentality.

Audience:

  • Service-focused, non-sales associates and their managers

Time Frame:

  • Half-day or full-day classroom module (depending on scheduling needs and audience size)

Prerequisites:

  • None

Tools and Job Aids:

  • Service & Support Incoming Telephone Call Observation Guide
  • Service & Support Outgoing Telephone Call Observation Guide
  • Service & Support 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

 

 

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