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Frontline Excellence: CEO of the Customer Experience

May 15, 2024 @ 1:30 PM - 3:00 PM

Reserve Your Seat Now!

Front-line employees function as the CEOs of the customer experience, their every action and reaction significantly impacts your brand’s reputation. It raises the question: do we train them to see themselves in this influential role, or do we merely perceive them as tellers?

What You’ll Learn

    • Understanding the pivotal role of front-line employees in shaping the customer experience
    • Applying this concept to the internal customer experience as well (our co-workers)
    • Covering the elements of gaining professional maturity to be successful in your role
    • Recognizing the impact of frontline actions and reactions on the reputation of the bank
    • Exploring strategies for frontline employees to build their confidence as a person of influence
    • Discussing practical methods for empowering front-line staff to embrace their role as a CEO
    • Challenging the traditional perception of front-line employees as mere “tellers” and highlighting their potential as brand ambassadors
    • Spotting opportunities and referrals and how to grow the relationship without sales
    • Existing to make our customer’s financial lives easier

    This is a MUST training to take your customer experience from an ordinary to an extraordinary level.

Who Should Attend

Frontline staff, tellers, Customer service representatives, teller supervisors, branch managers, trainers – anyone responsible for the customer experience or managing those employees and training them.

Reserve Your Seat Now!

Your Trainer

Vicki Kraai is a Senior Training Consultant for InterAction Training. Vicki infuses her training with a highly engaging “been there, done that” flavor. She started her banking career as a bank teller and worked her way up to CEO. She founded her consulting firm VK Solutions in 2010, specializing in assisting community-minded financial institutions grow their people and profitability. Vicki has a passion for developing people for success in the financial services industry. She holds a degree in Finance from Nebraska Wesleyan and serves on the Board of Directors of West Gate Bank in Lincoln, Nebraska.