WBA Online Workshop: Wowing the Client

If you are unable to attend this session, please note that we will be offering two additional sessions on June 24 and October 28.

Overview: Address the needs, wants and expectations of the new, digital and younger clients and employees

Participant Key Skill Transfers to Take Away:

• Learning How to ask great client questions
• Working with clients to identify goals and dreams
• Selling appropiate products to actualize client dreams and goals

Program Agenda:

• Expectations from Top Clients – Whether they visit us at the branch or not.
• Growing the Client Relationship – Onboarding and all-boarding.
• Dream Building Insights – Dreams you are finding through client encounters.
• Establishing Baseline Service Standards – Hear the dream; pick the product.
• Creating the Ultimate User/Client Experience – Being a brand advocate.
• Great Cross-Selling – Asking great questions to get the client talking to discover dreams.
• Data vs. Data Driven Decision-Making – You know the company’s products and how they help your clients. Discover ways to convert more relationships into business.
• Streamlining Your Work Processes – Red carpet exercise.
• iGen and Millennial Clients – Trouble and opportunity ahead, must be able to manage relationships up and down with co-workers and with client relationships.
• Develop Leadership Skills and Wow Your Employer – They will take notice.
• Team Work and Flexibility Go Both Ways – Employee and employer – there is no department priority over the overall business.
• Action Plan For Skills Transfer Back To The Job
• What Are Your Top Three Questions To Uncover Dreams – How are you rolling out the red carpet?

Who Should Attend?
Retail staff in the branches, or staff wanting to move into the branches. These professionals may be new hires, new to the field, or professionals with years of experience. They are the emerging professionals who want to become qualified to move laterally or forward in the organization.

Registration Information: The registration fee of $300/attendee includes program registration, instruction and electronic materials.

Registration for livestream access provides one connection for the individual who is registered. Additional attendees from the bank who also would like to attend and receive materials should register separately. Each individual virtual attendee can request a verification of attendance upon completion of the program (whether attending live during the livestream or watching the on-demand recording).