Employee Development

Secrets Of A Successful Call Center Agent

Invest in your Call Center agents by ensuring they are well-trained to handle every call with courtesy and grace. It is the Call Center agent’s approach to call handling and member service that determines if they will have the opportunity to increase the relationship with the institution but also turn the member into a fan.

Serve Well, Sell Right at the Branch

The keys to successful referrals and cross-sells are preparation and curiosity. Preparation involves knowledge of the institution’s offerings and best matches of products and services to meet customer needs. Curiosity about the customer leads to engagement that can provide discovery of a life event, need or problem that an attentive call center agent or branch staff person can offer a solution or a referral that results in a satisfying match.

When to Coach? When to Supervise?

A supervisor is an agenda-setter who operates in a telling mode and conveys expectations. A supervisor has the power at their disposal that can influence the direct report’s pay, promotion, and performance evaluation. A coach avoids the telling mode and encourages the coachee to clarify what success means to them. An effective coach will orchestrate questions that foster self-discovery, personal accountability, and self-evaluation.

Designing Rich and Significant Learning Experiences

You will learn the key components to significant learning experiences and get a glimpse of what bank and credit union trainers will be learning at the upcoming Bank Trainers Conference where Honey and many others who can assist you with advancing your career as trainer will be presenting.

Nailing Your Job of Head Teller- Credit Union

The frontline positions in your financial institution are, without question, one of the most important roles carried out each day. They have the most opportunity to reflect the bank’s care and concern for customer service. Therefore, they require a well-trained leader. Take the lead and take the responsibility for developing a dynamic staff.

Secrets to Being A Great Call Center Agent

Invest in your Call Center agents by ensuring they are well-trained to handle every call with courtesy and grace. It is the Call Center agent’s approach to call handling and customer service that determines if they will have the opportunity to increase the relationship with the institution but also turn the customer into a fan.

Diversity & Inclusion in the Workplace

Senior management needs to commit to education and discussions surrounding D & I. You will want your entire staff onboard with your company’s mission to embrace this topic.

Proactive Relationship Member Service

This program will focus on how to instill a culture of extraordinary through all stages of the customer relationship and how this will have an impact on your bottom line in producing meaningful results.

Six Best Practices for Perfect Teller Service

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.

7 Habits of Highly Successful Supervisors

Supervisors must master the art of juggling – staff, schedules, meetings, compliance concerns, goals that must be met, deadlines that won’t wait, on-going training needs, serving as a back-up for the employee that didn’t come in…the list goes on and on. We’ll discuss how to keep all the balls in the air without breaking a sweat.  This program will ramp up your leadership skills and address critical supervisory issues necessary to becoming an extraordinary supervisor.

Gutsy Managers Engage Employees

Gutsy Managers Engage Employees

Drive Results, Engage Employees The most important decision executives make is whom they name as manager, at all levels throughout the company. The pivotal point to drive results sits in the lap of the front-line managers. They are the leaders that have everyday interaction with up to 90% of the workforce. They’re the ones who …

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Honey Shelton's Blog: Feedback Coaching

Building Employee Performance Plans

Often employees know what is expected of them only to find out during performance reviews or discussions that the employee was not well informed of the expectations for performance and behavior. It is recommended that leaders take the time to build performance plans for each job description they are responsible for. In our Supervisor Boot …

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Need Job Satisfaction?

Need Job Satisfaction?

What is Job Satisfaction Exactly? There are long lists of things that contribute to employee satisfaction.  One thing that gives confidence to an employee is to clearly know what they are to do and how to do it.  The astute company learns that happy workers work more effectively than unhappy workers. Job satisfaction is elevated by …

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Yikes, I Hired the Wrong Person

Yikes, I Hired the Wrong Person!

Has it Happened to You? Have you ever thought: “Yikes, I hired the wrong person”? Hiring a misfit can be disastrous on many levels. The whole culture of your workplace can be affected.  Good employees may leave out of frustration. The new hire can cause havoc and make costly mistakes. And you may be charged …

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