Day Two: Reading Your Customer’s Mind: Balancing High Tech and High Touch
Tuesday, November 19th, 2019
•Your universal tellers not only need to be able to do easy and complex transactions, but be comfortable with being more of a salesperson
•How can you teach these soft skills so that your employees can get past the basics with your customers?
•Do your employees know how to build loyalty and deepen customer relationships? Not just smile blankly at them and provide normal customer service?
•Your branch is also meant to be a place where customers learn about new products as well- do your employees ever do more than just simple transactions or are they upselling new things?
•Do they know how to go after the limited amount of customers that work in