Six Best Practices for Perfect Teller Service

Six Best Practices for Perfect Teller Service

Friday, April 9, 2021
11:00 am – 12:30 pm Eastern

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 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.

Topics Covered:

  • 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
  • Pre-plan
  • 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.

Instructor

Melissa Marvin

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.

Attendance verification for CE credits provided upon request.

Webinar Sponsored by Total Training Solutions

If you are having issues with registering online, please contact CBAO's Education, Training & Special Event Coordinator, Patti Webb, (614) 610-1877.

Registration Options (Member/Non-Member Pricing)

Live Plus Five ($265/$400) – Attend the live event and receive five business days of unlimited access to the OnDemand Playback and links to presenter materials and supplementary handouts.

Live Plus Five (Additional Hookup) ($175/$265) – Registering another banker from a different location for Live Plus Five.

OnDemand Recording ($295/$450) – Receive unlimited access to the OnDemand Playback for 6 months and links to presenter materials and supplementary handouts. This option does not include live session attendance.

CD-ROM ($345/$515) – Receive the webinar recording on a CD-ROM 7-10 business days after the Live event or your registration date (whichever is the latter). Receive unlimited access to the OnDemand Playback for 6 months and links to presenter materials and supplementary handouts. This option does not include live session attendance.

Live Plus Six ($365/$545) – Attend the live event and receive six months of unlimited access to the OnDemand Playback and links to presenter materials and supplementary handouts.

Premier Package ($395/$600) – Includes all three base options. Live attendance, OnDemand Playback for six months, and the CD-ROM.

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