Seat Time: 2hrs - Desc:
This course will provide an overview of best methods for greeting and communicating with customers. The learner will become familiar with the appropriate interaction strategies and techniques. After completing this program, the learner will be able to:
- Listen, understand, and address customer needs.
- Determine document accuracy and identify the customer.
- Finish the transaction and thank the customer.
T1. Greet the Customer: This topic will describe the process of greeting customers to the financial institution, including tips for what not to do.
T2. Observe Proper Procedure: This topic will introduce the learner to proper procedures for handling customer concerns and transactions.
T3. Listen and Understand Customer Needs: This topic will address the necessity of listening and understanding customer needs, with information on giving undivided attention and confirming understanding.
T4. Determine Document Accuracy: This topic will educate the learner on the importance of determining document accuracy by developing good habits and educating the customer.
T5. Get Ready to Process: This topic will provide an overview of techniques for getting ready to process transactions, including tips on tidiness, readiness, and professionalism.
T6. Identify the Customer: This topic will detail the appropriate measures for identifying the customer, with a note to protect the financial institution and the customer from fraud.
T7. Finish the Transaction: This topic will enumerate the ways in which a transaction is finished, including handling of the receipt and appropriate record placement.
T8. Thank the Customer: This topic will ensure that the learner thanks the customer at the end of every transaction by detailing appropriate closing behaviors.