![]() ![]() ![]() Saying “no” in a charged situation (such as declining a loan).In commercial lending or private banking, the banker or underwriter may be: In a bank’s customer call center, agents may be: Helping customers address their challenges using web services or with a call center.Maintaining existing accounts and working with customers to add new products or services.Determining customer needs, identifying sales opportunities and making referrals.Performing transactions involving interacting with both the system and the customer simultaneously.Consequently, each role will have some common customer service skills that employees need to apply in a unique way and some specific and different skills that they need to upgrade (and practice).įor example, in a retail bank setting, tellers or platform salespeople may be: While some aspects of customer service can be common across roles, delivering differentiated customer service means understanding how that service is unique. Reconfiguring training to deliver it as guidance during an interaction.Using authentic and spaced practice to allow time for reflection and feedback.Representing different customer situations (e.g., happy, angry or upset customers or escalations).Combining both the “soft” and technical aspects of the interaction or transaction. ![]() Connecting how mastering the skills makes a difference in the specific situation.For each role, identifying the most important common interactions or transactions the most challenging and complex interactions, and the interactions carrying the most risk.Practicing in a way that looks and feels like the “real world.”.Identifying stages of development and performance milestones.Defining the context of the work employees are doing.Making this connection can increase the relevance of your training and improve employee engagement. The question is, does it align with your vision for your customer experience? If not, how will you ensure that it takes advantage of and is linked to your expectations, goals and existing training? Connecting off-the-shelf training to real roles and situations will make all the difference. The marketplace is replete with off-the-shelf customer service training. Specifically, your customer-facing employees need to upskill and be ready for whatever situation may present itself. Aligning Training With the Customer ExperienceĪ key aspect of continuous improvement is the readiness of your workforce to meet the challenges it will face. ![]() Improving performance means that each part of the organization must be efficient and dedicated to continuous improvement. Digital technology, changing customer preferences, increased competition and changing regulations are converging at the same time. How do you ensure your bank personnel are prepared for the ever-changing landscape of the customer experience?Īdapting and preparing your business for market changes feels like a full-time job for everybody. The importance of technological forms of banking has skyrocketed, and the form and nature of our interactions have changed. Customers who used to visit branches now make an appointment to see a banker, contact a call center, use ATMs or do their banking virtually. If you are a business, talent or training leader in a retail bank, the world may feel like it’s upside-down.
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