To provide the most flexible professional development opportunities for today's fast-paced workplaces, the Independent Community Bankers of America has made its popular sales-and-service course, Expanding Customer Service, available online to its member banks.
"Online training is the most flexible and cost-effective training option for workers and businesses today," said Greg Martinson, ICBA's director of education. "So ICBA has incorporated the Expanding Customer Service course into the array of other community bank-tailored online training courses the trade association offers. This sales and service training curriculum is perfectly suited for the multimedia environment that the Web delivers."
The Expanding Customer Service program is a six-module, in-house training course that helps community bank employees develop a strong, proactive sales culture that is so important in meeting customer needs in today's financial services marketplace. The program teaches both new and current employees better ways of listening to customers to effectively make them aware of their bank's full array of products and services, without making sales pitches.
"Nobody wants to listen to sales pitches when doing their banking," said Ron Frey, president of First National Bank in Fleetwood, Pa. "But the Expanding Customer Service program has done a great job teaching our employees how to match customers to the products that best suit them. It's a great training resource for community banks and ultimately their customers."
Online access through ICBA's Web site makes it easier for community bank employees, either individually or in groups, to use and share the course materials, Martinson said. And the electronic format, where materials are accessible anytime, offers one of the most cost-effective training options for community banks.
The training program, used annually by more than 600 community banks, was first developed as a video series, an option still available in addition to the new online version. "Simply put, the new online access to the Expanding Customer Service program makes this a training resource that no community bank can afford to pass up," Martinson said.
For more information, visit ICBA's Web site at www.icba.org/education.
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