Online course: Exceptional Customer Service

Details

This LOMA course focuses on customer service in the financial services industry – what it entails, what customers expect and deserve, how it is most effectively delivered, and why it is so important. The course describes the many ways great customer service distinguishes a company and enhances its reputation, particularly in terms of customer loyalty and retention of business. Topics include: (a) the nature of exceptional customer service; (b) the various types of financial services customers and common customer service challenges; (c) delivering customer service at the individual and organizational levels; and (d) customer retention and loyalty.

The course can serve as a true eye-opener to new customer service representatives who may be dealing with customers for the first time. It is also appropriate as a refresher for experienced service professionals who want to strengthen their expertise in delivering truly exceptional service.

Language: English

The course is online and can be accessed both from computer and mobile devices.

Target group

Employees of companies from the insurance and financial services industry.

Course objectives

• Define customer service in the financial services industry and distinguish between basic and exceptional customer service
• Identify and describe various types of financial services customers
• Describe the sources of exceptional customer service in terms of the necessary organizational components and the characteristics that service providers must possess
• Discuss some of the challenges of providing exceptional customer service in the financial services industry
• Explain the importance of customer loyalty and retention, and discuss the benefits that financial services companies can gain by providing exceptional customer service

Duration / Period

1 hour

The displayed period is indicative, being online the course is available at any time.

The course can be completed within 6 months of enrollment.

Investment

The necessary investement for this course is of 60 USD+VAT/participant.

The participation fee may be subject to changes based on LOMA policy.