Template: The good customer conversation

The customer conversation is the core of the financial assistant's work. A good structure makes the conversation safe for the customer and ensures that you cover all aspects. Use this template as a checklist that you can make your own.

§Before the conversation

• 01Get to know the customer's situation and background beforehand
• 02Be clear on what the conversation is about and what the customer wants to achieve
• 03Have the necessary information and systems ready

§During the conversation.

• 01Start by contacting the network operators directly, use the school's apprenticeship consultant, and watch for postings on job portals for apprenticeships. Skive College and ZBC, which offer the training, both have experience helping students on to an apprenticeship at a utility company – ask your study counselor early in the course.
• 02Ask clarifying questions so you understand the need correctly
• 03Explain products and costs in language the customer understands
• 04Be honest about advantages and disadvantages — even when a product doesn't fit

§Completion and follow-up

• 01Summarize what you have agreed on so the customer is included
• 02Agree who does what and when
• 03Note the conversation correctly according to company guidelines

A good agreement is not bureaucracy. It is the framework that gives both you and the customer security in the transaction.