The 10 Must-Have Skills for Customer Service Success
Research says that it takes 10 times the effort to keep a customer loyal to an institution today in comparison to the effort it takes to get them to choose to do business with the institution in the first place.

Today, more than ever before, good customer service is vital to the success of any institution. Financial institutions looking for ways to increase the relationship with the customer know that the success of the relationship is in the hands of the people who wait on and assist customers every day. 

While certainly an important skill, it takes more than processing transactions accurately to grow the relationship with the customer. Customers like to do business with a person, not a place. The warmer the relationship between the customer and employees who assist them, the more opportunity there will be to increase and enhance the customer’s relationship with the institution which results in a loyal customer.

It is the employee’s approach to customer service that determines whether or not they will have the opportunity to sell additional products and services to the customer. Customers who feel a connection to the people who wait on them feel valued and well-cared for and will not only increase their relationship with the institution but will also recommend you to their friends.

What You Will Learn

  • 10 Customer Service Success Skills
  1. Product and Service Knowledge
  2. Communication
  3. Problem Resolution
  4. Task Orientation and Time Management
  5. Persuasive Abilities
  6. Flexibility
  7. Work Ethic
  8. Professionalism
  9. Confidence
  10. Leadership
  • Evaluate Your Current Customer Service Skill Level
  • Build a Plan for Improvement
  • Skill Improvement Tips
  • Become a Self-Directed Learner


Customer Contact Personnel, Supervisors, Trainers and anyone with authority over customer contact personnel would benefit from this webinar.


Janice Branch has been a senior training consultant for InterAction Training for twenty years. She is a very seasoned presenter that has all the right stuff to wow her participants about the subject matter. Prior to joining InterAction Training, Janice was the Senior Manager of Training for Consolidated Communications where she managed, designed, coordinated and presented training programs for this multi-state telecommunications company with over 1000 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 bank wants to hear from. Participants appreciate her “been there, done that” humor along with her expert ability to facilitate learning.

Janice has obtained a Bachelor of Business Administration with a major in Management from Almeda University and is certified by the University of Houston in Leadership and Management. In addition, Janice has obtained trainer certifications from Achieve Global and Development Dimensions, Inc.

A native Texan she enjoys many pursuits in addition to teaching and learning but none more than being a grandmother and tending to her ten acre home in Montgomery, Texas just north of Houston.

Credit Information

Institute of Certified Bankers: Visit http://www.icbmembers.org/login.aspx for instructions regarding self-reporting. Estimated credits: 2.5 CE Credits


Either Live or 6-Month On-Demand Webinar: $255

Both Live and 6-Month On-Demand Webinar: $355

Premier Package – Live session, OnDemand Weblink, and CD-ROM plus Hardcopy Handouts: $395                                    


Online: Click here.

Phone: Call Total Training Solutions at (800) 831-0678

Register online up to day of event. Earlier registration allows time to check your computer for an optimal experience.