10 Must-Have Customer Service Skills
How do you develop customer loyalty today?

Mastering these 10 skills will help all your customer contact personnel build lasting customer relationships and improve at cross-selling.

Today, more than ever, good customer service is vital to the success of any institution. Research says it takes 10 times the effort to keep a customer loyal today in comparison to the effort it takes to get them to
do business with your institution in the first place. 
Financial institutions looking for ways to increase the relationship know that success is in the hands of the people who wait on and assist customers each day. While certainly an important skill, it takes more than
processing transactions accurately to grow the relationship. Customers like to do business with a person, not a place. The employee’s approach to customer service determines whether or not they will have the opportunity to sell additional products and services.
Customers who feel a warm connection to the people who wait on them feel valued and well-cared for. They will not only increase their relationship with your institution, but will also recommend you to their friends.


  • The 10 customer service success skills:
    • Product and service knowledge
    • Communication
    • Problem resolution
    • Persuasive abilities
    • Task orientation and time management
    • Flexibility
    • Strong work ethic
    • Professionalism
    • Confidence
    • Leadership 
  • Evaluate your current customer service skill level
  • Build a plan for improvement 
  • Become a self-directed learner


Customer contact personnel, supervisors, trainers and anyone with authority over customer contact personnel will benefit.


Janice Branch has been a senior training consultant for InterAction Training for over 20 years. She is a Certified Bank Training Professional (CBTP) and seasoned presenter that has all the right stuff to wow her participants. Prior to joining InterAction, Janice managed, designed, coordinated and presented training programs for a multi-state telecommunications company with over 1,000 employees.
Whether it is teaching how to coach, manage, lead, negotiate, service, sell or train at every level in an organization, or if it is consulting on problem solving and servant leadership, Janice is the “go-to” person every banker wants to hear from.  Participants appreciate her “been there, done that” humor along with her expert ability to facilitate learning.

Credit Information

Institute of Certified Bankers: Visit http://www.icbmembers.org/login.aspx for instructions regarding self-reporting. Estimated credits: 2 hours/session


Live Webinar:

Member price: $275.00 | Non member price $550.00

On-Demand Webinar

Member price: $295.00 | Non member price $590.00


Online: Visit the CBA Webinar Catalog

Mail: Click here and mail completed form with check payable to ConferenceEdge to: (Mail at least 10 days prior to event)

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