The goal of email or chat is to have a quick exchange of information that leads to a decision being made or an action being taken. Discover how to resolve in as few dialogue exchanges as possible and reduce your digital ping-pong conversations.

Keep your personal touch in a digital communication channel. These simple tips make sure that your team members are staying efficient while your customers are getting the help they need.

One of the biggest reasons a customer tries to take control is because they have assumed you won’t. You can change that assumption by showing that you’re both competent and capable during inbound conversations and outbound conversations.

Happy to Help is the ultimate customer service tool. By learning how to begin the customer engagement with a proper introduction, you will see a huge increase in customer satisfaction.

Customer satisfaction is important. That’s why we’re working on the 80% of the customer frustration within our control. Instead of making them do things and telling them what we cannot do for them, make their life easier by being proactive and taking control.

If you’re feeling apathetic towards your customer’s pain points, it’s time to take a step back and deploy sympathy or empathy. The difference between sympathy and empathy is subtle, but it can be the difference between customer satisfaction and customer disappointment.

Customer Service Etiquette provides the tools to help you quickly and easily speak with your customers so that they feel comfortable and build trust with your company. Learn how to phrase, apply tone, and speak clearly so that you can best communicate with your customers. Learn how to phrase, apply tone, and speak clearly so that you can best communicate with your customers.

This course explains how the Truth in Savings Act (TISA) and Regulation DD help consumers make informed decisions when depositing money at financial institutions.

This course explains the importance of properly handling consumer complaints in relation to your financial institution’s success and how to develop and implement an effective complaint program.

This course explores the requirements of the customer due diligence rule (CDD Rule) issued by the Financial Crimes Enforcement Network (FinCEN) and explains the rule, the concept of legal entity owners, and how to identify and document beneficial owners.