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The premier trainer’s resource providing results-based trainer’s skills, tools and techniques to help you maximize your efforts and results in employee performance! BTA is a total process designed to provide trainers the ability to facilitate the improvement of:
- Morale, Attitude & Behaviors
- Customer Service
- Customer Engagement Skills
- Telephone Skills
- Questioning & Listening Skills
- Coaching
- Product & Service Manual
- Product Knowledge
- Professional Impressions
- Features & Benefits Communications
- Business Development
- And, much more!
Bank Trainers Academy is a 6-Chapter series, each lasting approximately 1 hour. BTA will be available on CD-Rom and live telephone/web casts.
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Chapter 1 –
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Introduction & The Basics: Covers getting buy-in, setting expectations, defining
your objectives, assessing your training needs, deciding who to train, who will do the
training, measuring results, what tools are needed to be successful, resources needed
and reporting results.
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Chapter 2 –
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Training Design: Covers the learning objective, determining the curriculum,
demonstration of skills practice, presenter professionalism, instructional materials
and evaluation results.
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Chapter 3 –
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The Customer Experience – Tools & Techniques: Covers all of the major customer
touch-points (human & other), management’s expectations, protocol, follow-up,
mystery shops, surveys and personal observation.
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Chapter 4 –
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Product & Services Manuals: Covers how to write a products & services manual,
how, when, where & who to train on products and services and Product Manual
Certification.
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Chapter 5 –
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Training on Referrals/Sales – The Help Culture: Covers translation of Products &
Services Manual to use customer’s clues, how to have a conversational engagement
with a customer, how to refer and make an introduction to other areas of the bank,
how to translate features to benefits, demonstration of skills practice, effective
questioning and listening skills and follow-up.
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Chapter 6 –
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Coaching: Covers the importance of coaching, the coaching process, information
gathering, personal observation, how to provide feedback and the 14 characteristics
of an effective coach.
WRAP-UP: Brief review of the 6 Chapters, the importance of reporting to senior
officers, Q&A
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