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Telephone Basics

In order to securely and efficiently serve customers over the phone you need to have an understanding of telephone based customer service and the proper security procedures for conducting bank business over the phone.
SKU: P2344EN
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Being a teller isn’t just about face to face interactions with customers. You are also expected to interact with customers and potential customers over the phone. In order to securely and efficiently serve customers over the phone you need to have an understanding of telephone based customer service and the proper security procedures for conducting bank business over the phone.

 

This module will provide you with the information you need to capably and securely represent your bank over the telephone.

 

This course includes an examination.

 

Learning Objectives:

  • Courteously and securely assist customers and non-customers over the phone
  • Discuss the heightened security procedures necessary for telephone banking
  • Identify the procedures for dealing with telephone based threats

Course Outline:

  • Telephone Customer Contact

o   Customer service on the phone

o   Professionalism

o   Clarity

o   Intonation

o   Enunciation

o   Articulation

  • Telephones and Banking

o   Proper identification procedures

o   Identity theft

o   Handling customer information

  • Telephone Threats

o   Threats against the bank, bank customers, and bank employees

o   Bomb threats

Duration:

0.83 hours

Features:

Audio, hybrid

Module(s):

4469EN

 

Products specifications
Course Language English
Length Range 30 Minutes or Less
Length (Hours) 0.42
Course Features Audio
Course Features Mobile
Module Number(s) 4369EN
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