The two most important factors in any customer engagement are: 1) Processing transactions accurately and efficiently and 2) Expanding the relationship. Every client encounter presents opportunities to engage the customer. Customer engagement opens the door to uncover a need not being met. Alert, attentive frontline staff can spot and act on introducing a new product or making a referral to a specialist.
The keys to successful referrals and cross-sells are preparation and curiosity. Preparation involves knowledge of the institution’s offerings and best matches of products and services to meet customer needs. Curiosity about the customer leads to engagement that can provide discovery of a life event, need or problem that an attentive call center agent or branch staff person can offer a solution or a referral that results in a satisfying match.
What You Will Learn:
- Changing your Mind-Set
- Preparation: What Does it Entail?
- Product and Service Customer Targets
- Building Product Matching Guides
- Using Curiosity to Build Relationships
- Curiosity-seeking Questions
- Multiplying Referrals
Who Should Attend?
Tellers and Frontline Staff would benefit from this webinar. Supervisors and Managers responsible for increasing referrals should attend as well as Trainers charged with increasing the knowledge and skill-sets of tellers, frontline staff and call center representatives.
Continuing Education (CE) Credits
This webinar is recommended for 2.5 CE Credit Hours. Each attendee will receive a Certificate of Attendance for self-reporting of CE Credits.