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Course Information
Business and Information Technology Education
BT00201
Financial Customer Relations
120.00
This course provides students with the skills to provide customer support in the banking industry. Interpersonal and telephone skills are covered in addition to banking ethics, laws and regulations.
Kim Simpson
(405) 743-5117
ksimp@okcareertech.org
Fundamentals of Technology
Banking Technologies
Banking and Financial Services
Communication and Perception

-Define the following: prejudice, stereotyping, discrimination, racism, and ethnocentrism.

-Describe how to build empathy with your audience through observing verbal and nonverbal behavior.

-Describe how preconceived notions and common characteristics affect communication.

-Describe listening, positive self talk, internalizing, and externalizing.

-Describe methods to establish positive relationships with peers, subordinates, and supervisors.

-Define the following: role specialization, expressed struggle, and feedback.

-Explain when physical contact in the workplace is appropriate.

-Define communication in an organization.

-Explain the role self-concepts such as self-confidence, self-doubt, and anxiety play in communication.


Nonverbal Communication

-Describe how nonverbal messages affect the communication process.

-Describe how gender affects nonverbal communication.


Technology: Oral & Written Communication

-Describe hyperlinks.

-Identify the steps in planning and organizing written materials.

-Describe cause and effect.

-Describe the difference between rough drafts, revisions and final documents.


Verbal Communication & Language

-Describe the difference between open and closed questions.

-List the three most common reactions of people when confronted.

-Define third forces.


Listening

-Define paraphrasing, empathizing, and the halo effect.

-Describe the peak time of remembering.

-Describe techniques that aid memory.

-Describe how noise or static interferes with listening.


Group Communication & Teamwork

-Define adjudication, organizational conflict, principled negotiation, functional concept of leadership, objective, groupthink, liaison, and conflict resolution.

-Describe the role of a leader.


Intercultural Communication

-Describe the importance of knowing other cultures.

-Define high-context culture and low-context culture.

-Describe barriers to effective intercultural communication.

-Describe how cultural customs affect communication.

-Explain how idioms can create problems.


Interviewing & Communication

-Explain how poor grammar, spelling, and formatting effect communication.

-Describe the function of employment tests and assessment centers.

-Describe cold calling techniques.

-Describe Equal Employment Opportunity Act and Equal Opportunity Employer.

-Explain the process of researching corporate culture


Communication

-Identify common barriers to open communication.

-Identify appropriate customer care representative behaviors.

-Distinguish between idle conversation and dialogue.

-Demonstrate ability to determine customer expectations.

-Demonstrate ability to use fact-finding techniques.

-Demonstrate proper phone etiquette and techniques.-conference calls, voice mail, pagers, video conferencing, transferring calls, ending calls, taking messages, screening calls, placing callers on hold, and using cell phones.


Answering Phones

-Demonstrate proper technique for beginning and ending calls.

-Identify methods for showing customer empathy.

-Identify methods to build customer goodwill.

-Demonstrate methods for dealing with difficult callers


Customers

-Describe the importance of behavioral styles as it applies to telephone techniques.

-Describe the components of an ideal customer service environment.

-Telephone Equipment

-Define and describe the following types of telephone equipment: speaker phone, multi-line phones, conference calls, video conference calls, and wireless communication devices.


Terminology

-Define branding.

-Define customer service effectiveness.

-Define screening call.

-Define the phrase "our customers are blind".


Handling the Call

-Demonstrate fact-finding techniques.

-Differentiate when to use open and closed-ended questions.

-Model positive impression using proper communication techniques.


Professionalism

-Demonstrate proper word choice when dealing with customers.

-Demonstrate proper techniques when transferring calls.


Develop and Demonstrate Objective and Active Listening Skills, and Telephone Personality

-Demonstrate appropriate voice quality.

-Define the four standard behavioral styles: decisive, inquisitive, rational, and expressive.

-Demonstrate techniques for handling difficult customers.


Listening

-Define the following listener types: active, passive, cohesive, constructive, emotive.

-Demonstrate the ability to listen for meaning.

-Define the following barriers to effective listening: psychological, social, sensory, organizational, emotional, bias, difficult customer, physical, preoccupation, and hearing loss.
Required Brainbench Certifications (or equivalent industry certifications):

-Interpersonal Communications

-Telephone Etiquette

Brainbench
http://www.okcareertech.org/certify
Brainbench
www.brainbench.com
Caroselli, Marlene. Interpersonal Skills, Southwestern, 2003.

Oliveria and Pasewark, The Office: Procedures and Technology 4E, Southwestern, 2003.

Telephone & Voice Mail--Massen, Sharon, Southwestern, 2002, ISBN 0-538-43268-3.

Odgers, The World of Customer Service 2E, Cengage, 2008, ISBN: 978-0-538-73046-4.

1st Financial Training Services Inc, Unit 2: You & Your Customers, MMTT4-102

Procedures & Theory for Administrative Professionals, 6th Edition, Fulton-Calkins, Cengage Learning, 2009

Telephone Doctor Video Series

Business Fundamentals: Ethical Issues for Bankers, American Bankers Association, 2006

Quick Reference Guide to Banking Regulations, American Bankers Association, 2008
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Career Majors That Sequence This Course
Career Cluster Pathway Career Major
Finance Banking & Related Services Financial Services Representative