This is a five part series aimed at anybody with a responsibility for: defining, implementing or delivering customer service in the Financial Services Industry. The purpose of this series is to provide the learner with the knowledge and skills required to deliver customer satisfaction to financial services. This is achieved by identifying key areas of development and delivery. The series of courses starts with identifying the value of customer service and the requirements for developing a customer focused environment. The series also focuses on what makes financial service customers different from other customers--their needs and how to communicate effectively to hit the right note with them. It identifies that customers buying financial services buy because of : fear and anxiety and draws on why these customers need to have trust, empathy and professionalism before they will commit to buy. This series also identifies the customer service requirements at the point of sale and at a distance when customers make inquiries or complain. Understanding the full process of customer service is essential to success. This series provides anybody who has a requirement to deliver customer satisfaction with everything that they need to fulfill their role.