Verbal Communication Suite
ABA SELF-PACED ONLINE TRAINING
This suite of three courses explores tactics for creating memorable customer interactions, from initial greeting to conclusion, whether in-person or over the phone. Completing this suite provides best practices to create positive customer service experiences. Concise, impactful lessons can be applied on the job immediately.
Duration: Approximately 20 minutes.
Courses: (Only available as a suite)
- Effective Conversation
Guides you through the elements of an effective conversation. Learn best practices for using a customer’s name, choosing your words thoughtfully, and allowing the customer to respond. See how to effectively conclude a conversation by summarizing, answering final questions, and setting follow-up expectations.
- Greetings and Introduction
Guides you through a five-step process for delivering effective greetings. Explore the importance of setting an appropriate tone at the start of your conversations. Gain tips applying these techniques in-person or over the phone.
- Handling Customer Concerns
Guides you through building a positive connection with customers. Learn ways to help your conversation flow smoothly. Get tips for staying calm when a customer becomes upset.
Audience: For Professional Skills. Branch and administrative office staff, call center staff, tellers, new hires, and anyone who may interact with customers.
This suite applies to the following
ABA Certificates:
- Bank Teller Certificate
- Customer Service Representative Certificate
- Branch Manager Certificate
- Personal Banker Certificate
- Supervisor/Team Leader Certificate
- Universal Banker Certificate
The New York Bankers Association is a Local ABA Training Provider.
Questions: NYBA Professional Development at
(212) 297-1679 or
[email protected].