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Seat Time: 2hrs - Desc:

This course will introduce the learner to procedures for providing customers with ongoing, positive experiences. Some of the procedures that this course will outline include communication through listening, phrasing and probing; proper telephone usage, and the various types of customers who will be encountered. After completing this program the learner will understand:

  • The importance of giving and getting respect.
  • How to properly communicate complex information.

Seat Time: 1hrs - Desc:

This course will introduce the learner to whistleblowing and the laws, policies and procedures that relate to whistleblowing and retaliation. The course will define terms associated with whistleblowing and will explain how whistleblowers are protected from retaliation. After completing this course, the learner will understand:

  • The various whistleblower protection laws that have been passed by the government and implemented by the financial institution.
  • How to file a claim under the False Claims Act.
  • How the Dodd-Frank act affects filing whistleblower claims.

Seat Time: 1.25hrs - Desc:

This course will familiarize the learner with potential problems and challenges that the organization will face while maintaining its social networking sites. The topics contained in this course will stress the importance of training staff in the proper use of social networking sites in order to maintain, improve, and spread the organization's brand. The course will also provide the learner with strategies for using negative feedback to improve the organization. After completing this course, the learner will:

  • Understand the importance of ensuring the proper use of social networking among employees.
  • Be able to respond appropriately to a number of different response types that may be encountered on the company‚Äôs social networking pages.
  • Realize the necessity of keeping social networking pages current and updated with relevant information.

Seat Time: 1.5hrs - Desc:

This course will examine best methods for communicating. The learner will become familiar with the CLEAR system and how to handle difficult or upset customers. After completing this program, the learner will be able to:

  • Handle unreasonable and difficult customers and situations.
  • Use effective problem-solving techniques.
  • Use proper communication etiquette.

Seat Time: 2.5hrs - Desc:

This course will introduce the learner to the intricacies involved in becoming an effective customer-oriented employee. Additionally, it will explain how to define customer service, improve communication, resolve conflicts, and engage employees. Upon successful completion of the course, the learner will have a solid understanding of the following:

  • Frame of reference.
  • Proper telephone skills.
  • Handling everyday requests.

Seat Time: 2.5hrs - Desc:

This course will discuss the importance of coaching as a motivational tool for leaders. The learner will be able to use the VISION model to build trust relationships and team dynamics. After completing this program, the learner will be able to:

  • Delegate, communicate, solve problems, and make appropriate decisions.
  • Use the VISION model to reinforce the value of teamwork.
  • Congratulate team members upon achieving consensus and reaching goals.

Seat Time: 1hrs - Desc:

This course will examine the changing bank customer and the importance of giving customers a great experience. The learner will become acquainted with how to give and get respect and how to handle different types of customers. After completing this program, the learner will be able to:

  • Competently handle situations involving customers with special needs.
  • Demonstrate respect so that s/he is prepared to make a strong impression on customers.
  • Keep the customer experience in mind during all interactions.

Seat Time: 4.25hrs - Desc:

This course will introduce the learner to the recruitment and selection processes performed by Human Resources (HR). The course will familiarize the learner with structuring job information and recruitment sources, effective interviewing techniques, and how to properly select and hire new employees. After completing this course, the learner will understand:

  • How to recognize and avoid bias in recruitment and selection.
  • How to use ability and psychometric tests as additions to normal interviewing techniques.
  • How to ensure fair and respectful hiring methods by avoiding and discouraging discrimination and harassment.