Service Etiquette in Financial Services (edX)

Service etiquette demonstrates effective interpersonal skills, which can help service professionals make a positive impression and deliver a high standard of service. For financial services, carefully executed etiquette strategies can help financial service professionals to connect with their customers, develop positive relationships, and make a good first impression. More importantly, when dealing with consumer finances, it creates customer trust and confidence.

The course endeavours to understand the dimensions of service etiquette and leverage it to increase conversions, improve customer loyalty, trust, and respect.

What you'll learn

- Service Etiquette Fundamentals

- Types of Service Etiquette

- The Need for Effective Service Etiquette

- The Written & Un-written Rules of Service Etiquette

- The Impact of Service Etiquette on Organisational Reputation

- Achieving Impactful Interactions – Professional & Personal Approach

- The Role of Effective Verbal & Non-Verbal Communication Achieving Professionalism via Service Etiquette

- Expected Service Etiquette for Financial Services

- Netiquette – The Etiquette for the Digital World

Syllabus

Week 1: Fundamentals of Service Etiquette

Fundamentals of Service Etiquette. Role of Emotional Intelligence in Service Etiquette.

Week 2: Social Interaction Etiquette

Bringing civility at workplace. The un-written rules of Service Etiquette. Achieving Impactful Interactions.

Week 3: Art of Communication

Creating Human Moments. Professionalism via Service Etiquette.

Week 4: Workplace Decorum & Netiquette

Office Manners to Engage Positively to Ensure Camaraderie. Netiquette Fundamentals.