Overview
Frontline Excellence is a program that covers five pivotal modules for today’s frontline professionals. This program serves as an important reminder about the significance of their role, serving as the CEOs of the customer experience and reinforcing the importance of their actions and reactions as a reputation builder for your brand.
As an innovative addition, we have included an extra appendix module that houses a wealth of resources aligned with each module covered.
This program is information rich. Attendees leave with a renewed dedication to achieve excellence in their roles. Each attendee will leave with a comprehensive training manual as a valuable workplace reference. Esteemed as the nation’s most dynamic teller training experience, this presents a unique opportunity to elevate your entire frontline team toward an exceptional level of performance.
Topics
Professional Maturity
- Gain flexibility
- Manage your image
- What you say, how you say it
- Reputation
- Manage your emotions
- Confidentially
- Courtesy, kindness and professionalism
Follow Procedure
- Handle cash like a pro
- See to the details
- Be aware of your surroundings
- Maintain vigilant compliance
Scrutinize Transactions
- Verification concerns
- Check cashing guidelines
- Identification rationale
- Dissecting transactions
- Fraudulent schemes and scams
Provide Extraordinary Service
- Make their day
- What the customer wants
- Effective communication
- Five habits of highly effective tellers
Ace Cross-Selling and Referrals
- Product knowledge proficiency
- Be inquisitive, engaging and prepared
- Spot opportunities; Start conversations
- Suggest solutions as the expert
Here's What Past Attendees Say
- “The speaker was friendly and open to conversation, and she was easy to understand.”
- “I wish we would have had more time, but I really enjoyed the program.”
- “This made me feel very excited to go back to work and play my role with a more inspiring attitude.”
About the Instructor
Kristi Krayneski loves to bring the impact of 25 years of financial services and banking experience to how leaders lead their employees and companies through growth and change within the industry. As a former community bank COO, she brings unique perspectives to the InterAction Training audiences on how leaders and employees can create an environment of healthy, forward-thinking change. She loves to share your experiences within banking and how to implement practical leadership steps to help grow you and your team!
For More Information
Contact the MBA Education Department at 573-636-8151 or email.