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.