This session examines the crucial role front-line employees hold within your organization. We’ll challenge the traditional perception of front-line employees as only “tellers” and highlight their potential as brand ambassadors.
Learn practical methods for empowering front-line staff to embrace their role as a CEO, and how to recognize the impact of front-line actions and reactions on the reputation of the institution. We’ll also discuss an essential mindset: We exist to make our customers’ financial lives easier.
What You’ll Learn
- Front-line employees’ pivotal role in shaping the customer experience
- Strategies for building confidence as a person of influence
- Spotting opportunities and growing the relationship without sales
- Applying this concept to the internal customer experience (our co-workers)
- Understanding the elements of building professional maturity to be successful in your role
Who Should Attend
This session is ideal for front-line staff, tellers, customer service representatives, teller supervisors, branch managers, trainers, and anyone responsible for the customer experience or managing and training those employees.