Nearly 80% of branch transactions today involve service related issues. Whether it’s a lost debit card, a change of address or something more challenging, branch associates’ first responsibility is to solve the problem. These interactions also present opportunities to cross solve – if the right conversation occurs. Service to Sales Conversations helps bankers build trust, add value and use good judgement to determine if and when sales discussions occur.
Tellers still see more bank clients than anyone else. Their first responsibility is to provide a great client experience. Their second is to balance. Armed with the right tools and confidence, tellers can also provide untold numbers of referrals. Teller Referrals helps associates learn observation and speed questioning skills that create more ways to help current clients.
Call Centers have transitioned from service and information hubs to relationship development portals. Whether your bank allows account opening and loan applications from your contact center, refers clients to other areas of the bank or somewhere in between, Excellent Contact Center Conversations is right for you. Recognizing need clues, asking great questions and offering targeted solutions are a few of the skills taught in this interactive Playbook.
Is there a sales campaign in your future? Are you reaching out to CD and loan renewal opportunities? Has a portfolio of good clients been assigned to high performing retail bankers? Each of these initiatives can exceed expectations when your associates attend Proactive Teleconversations. Call preparation, telephone execution and high value follow up are just three of the skills your retail team will learn.
Every colleague has a client. Some are client facing and some serve in a support role. Service and Support Conversations targets tools and learning for those that are off stage. In addition to team building ideas and group discussions, a referral component is built in for those times associates see clients or have telephone conversations.
Call Centers are receiving more inbound activity than ever before. When clients reach out, a referral may be in the offing. Referral Conversations arms associates with the listening and conversation skills to take advantage of those opportunities without pushing products or lessening the client experience. Whether your Contact Center is inbound only or both inbound and outbound, the skills of this Playbook can lead to record referral results.
Give me a little info and I’ll be back with you shortly.
Dana Perkins
Executive Vice-President – Sales and Consulting
816-434-5543
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