Build Relationships That Actually Matter
Most customer service training focuses on scripts and procedures. We teach you how to understand what clients need before they ask for it. Our programs start in September 2025, giving you time to plan properly.
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Context Before Solutions
You can't help someone until you know their situation. We spend the first three weeks teaching you to listen properly and ask questions that reveal what clients actually need rather than what they think they want.
Communication Under Pressure
Real client conversations don't follow a script. You'll practice handling difficult moments where someone is anxious about money or frustrated with a process. These sessions use scenarios from actual banking situations.
Building Trust Over Time
A good client relationship doesn't happen in one meeting. Our curriculum covers how to maintain consistency, follow through on commitments, and demonstrate reliability when someone is trusting you with their financial decisions.
How the Learning Works
Our program runs over twelve weeks with evening sessions twice weekly. Each session builds on the previous one, so you develop skills gradually rather than cramming information.
Understanding Client Psychology
Weeks one through four cover why people make financial decisions and how anxiety affects their choices. You'll learn to recognize when someone needs reassurance versus when they need information. This isn't theory—it's based on research about decision-making under stress.
Practical Communication Skills
The middle section focuses on conversations. You'll practice explaining complex processes in plain language and handling situations where clients are upset or confused. Each session includes role-playing with feedback from instructors who have worked in financial services.
Building Long-Term Relationships
The final four weeks look at maintaining client trust over months and years. You'll learn systems for following up, remembering important details about each client, and recognizing when someone might benefit from a different service without being pushy about it.
Who Teaches This
Siobhan Kelleher
Siobhan spent fourteen years managing client services at Commonwealth Bank before moving into training. She focuses on practical skills rather than textbook theory and bases her curriculum on situations she encountered during her banking career.
Petra Lundqvist
Petra runs the workshop sessions where students practice client conversations. She previously worked in wealth management and understands how to communicate with clients across different financial literacy levels. Her feedback is direct and helpful.
Program Investment
Both courses include twelve weeks of instruction, course materials, and access to our practice scenarios library. Classes start September 2025 with evening sessions to accommodate working professionals.
Foundation Finance Skills
- Basic client communication techniques
- Introduction to financial services context
- Evening sessions twice weekly
- Practice scenario access
- Course completion certificate
Advanced Customer Relations
- Complex client situations management
- Advanced communication strategies
- Smaller workshop groups
- One-on-one instructor feedback
- Extended scenario library access