Building Customer Connections

Omega Performance
Training overview
2-3 hour eLearning, 2 day instructor-led lab
Next start date: Contact for info - Online

Course description

Building Customer Connections

Equip your branch bankers and managers with the skills they need to build stronger connections with and earn more business from customers visiting the financial center.

Participants are introduced to the six-step CON2ECT Customer Experience Model. As they learn about each step, participants are provided with a demonstration of "what good looks like". During the final steps of the model, they explore the Handling Objections Model and the TAG Additional Needs Model, both of which help participants take conversations ot the next level in ways that demonstrate genuine concern for the customer's financial success.

After participants successfully complete the eLearning course they're eligible to attend the Building Customer Connections: Skills Application Lab to practice and reinforce skills learned during eLearning.

Upon completion, participants will be able to:

  • Engage in customer interactions that differentiate an organization in the marketplace 
  • Increase customer satisfaction, retention, and loyalty
  • Improve sales and lending results at the individual team levels
  • Increase products per customer/business, cross-sell ratios, and sales growth

Who should attend?

Anyone who interacts with clients, including personal bankers, branch managers, sales and service associates, and universal tellers.

Training Content

Learning Topics:

  1. Connecting with the Customer
  2. Gathering the Right Information
  3. Handling Objections
  4. Matching Customer Needs to Products and Benefits
  5. Explaining Solutions
  6. Completing the Sale

About Omega Performance

Omega Performance

Since 1976, Omega Performance has been the training partner of choice for financial service organizations worldwide, from community-based credit unions to international banks. Our clients choose our solutions because they are flexible, scalable, and—most importantly—effective. Whether you’re seeking training for...


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