Frontline and call center staff are expected to assist the depositor not only with transactions and questions and concerns but also to listen to the life events shared by the depositor. These shared life events can become an opportunity for the institution to provide solutions while enhancing the relationship.
This webinar is intended to help frontline and call center staff to take their customer service skills to the highest level by looking for opportunities to promote the institution’s products and services that provide solutions for depositors, become comfortable offering products and services that help meet the depositors’ needs and grow the relationship with depositors.
What You’ll Learn
- Challenging and Changing our Mindset
- Preparation: What it Entails
- Product and Service Customer Targets
- Building Product Matching Guides
- Using Curiosity to Build Relationships
- After the Referral: Multiplying Referrals
Webinar details
Our best tool to keep depositors loyal to our institution is in deepening the relationship we have with depositors. Our institution has a vast array of products and services that many of our depositors need and want. How do they find out about these products and services? Certainly, our marketing team makes efforts to inform and communicate those offerings to depositors in the way of radio and TV ads, newspaper ads, and direct mail pieces. But will all their efforts—none are more effective than the institution’s frontline and call center employees interacting directly with the depositor.
