Course Outline

Seat Time: 0.75hrs 

This course will examine best methods for communicating. The learner will become familiar with the CLEAR system and how to handle difficult or upset customers. After completing this program, the learner will be able to:

• Handle unreasonable and difficult customers and situations.
• Use effective problem-solving techniques.
• Use proper communication etiquette. 

Course Topics

T1. How We Communicate: This topic will teach the learner about the basics of communication, including a discussion of the sender and the receiver, so that the learner will use communication effectively.

T2. Introduction to CLEAR: This topic will introduce the learner to the CLEAR model, a way to handle customer complaints, so that s/he is prepared to succeed when encountering such obstacles.

T3. Upset Customers: This topic will help the learner understand how to handle situations with upset customers so that s/he is confident when faced with such setbacks.

T4. Resolving Issues:    This topic will provide an overview of how best to solve issues, when the financial institution makes a mistake, by remembering SERVICE, which involves apologizing, empathizing, responding, verifying, identifying, confirming, and ending.

T5. Listening to Customers:    This topic will explain the importance of listening skills, and will detail the components of the LISTEN model for active listening skills, including leaning forward and identifying key points.

T6. Finding a Solution:    This topic will present how best to handle a wide variety of situations which may be considered “problem situations,” and will discuss communicating, using good feedback skills and a friendly tone, and more.