Customer service articles
Benefit statements are a staple of sales and customer service. This article focuses on some of the nuances, including tips for teaching others to create their own benefit statements. Reminder: There are myriad ways to express benefits but they fall into just six categories: convenience, save money, increase money or value, peace of mind, appeal to [...]
Features and benefits: a sales and service basic, right? Yes, expressing benefits is a fundamental skill but that doesn’t mean pros don’t need refreshers. Here’s a mini-lecture on why working on benefit statements is a good idea: There are now more opportunities for expressing benefits. We’re communicating via text and chat and email and webinar and [...]
A successor trustee walks in to one of your branches or calls your service center. Maybe they’re an existing customer. Maybe they chose your bank because that’s where their recently deceased parent has his or her accounts. Either way, this is a terrific opportunity… and chances are high your employees aren’t ready for it. As our [...]
For Internal use: This document covers some basics about living trust accounts. It's in Word, ready for your changes: Be sure to add where people can find the form, as well as the instructions for customers. Those spots are highlighted in yellow. The footer shows how to contact me for customizing. You may want to delete [...]
A call, chat or email comes in. Prospect asks, “Do you have…?” or “How much?” We think, it depends and we offer so much more. We think, we prefer strategic relationships or sell on price, lose on price. In other words, we want to have a different conversation than the prospect does. Here are tips for [...]
