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Six Best Practices for Perfect Teller Service
April 9, 2021 @ 10:00 AM - 11:30 AM
Managing the face of the bank is an important role. This session will walk through best practices for those leading and managing tellers and the front-line.
If you want to take a deeper dive into helping your customer-facing employees succeed, this webinar is directed to helping you do just that! Managing the face of the bank employees should not be taken lightly. This session will focus on the top 6 best practices for a perfect customer experience and ways to help grow the relationship through active listening and providing solutions as train our tellers and front-line staff to be experts.
- Six key behaviors to perfect
- How to coach for best performance
- Mastery process
- Reactive selling techniques
- Objections you may encounter and how to address
- If/then clue opportunities
- Product knowledge
- Follow-up and follow-through
Who Should Attend?
Those who manage tellers and front-line staff: Front-line manager, sales manager, branch manager, teller supervisor, trainers, development staff.
Melissa Marvin is Chief Service Officer at Bank of Bennington. She has served the financial services industry for over 35 years, primarily in leading and managing sales tied to bottom-line results. While she is experienced in financial services consulting for all lines of business, retail banking is a true passion. Past experiences include accountability for the sales and operations of a branch network at a multi-billion dollar holding company, to leading the community bank and credit union division for a global financial services consulting firm. Melissa is a senior training consultant for InterAction training.
Melissa’s approach to ensuring the right behaviors are in place to drive results is about simplicity – 20% theory, 80% application; what you learn today, you apply today.