Consumers have taken advantage of these trends to increase their control and buying power:

1. Increased access to information. An Internet search will provide data about your institution, its products, services, hours of operation, etc. (and the same information about your competitors.)
2. Access to more alternatives. Through the use of search engines comparison shopping is only a click away.
3. More simplified direct transactions. Many businesses offer a variety of transactions online or over the phone allowing those consumers seeking convenience an easy way to buy, deposit, or make payments.
4. Increased communication between consumers. People post their feelings about how they were treated by a business online in chat rooms and blogs allowing anyone "Googling" a business to find out about complaints-no matter how real those complaints are, or how they were resolved.
5. Increased control over contacts. Screening telephone solicitations has become the norm today. Consumers distrust pop up ads on the Internet. Consumers distaste for junk mail, unsolicited emails, spam messages, etc. has increased purchases of software to block these marketing messages.

More than two-thirds (69%) of Americans agree with the statement, "I don't know who to trust anymore" according to a February 2002 Golin/Harris poll. With the barrage of pop up ads, spam and telemarketer calls and unscrupulous CEOs and other top officials, consumers have increasingly become resentful and distrusting of businesses.

So, our job encompasses more than waiting on customers and servicing their needs. In order for our institution to thrive-to differentiate themselves from others offering the same products and services, we must do our jobs in a way that makes the customer feel that we are trustworthy giving our institution a competitive advantage.

• Recognize that customer satisfaction is the responsibility of all employees
• Identify the customers' expectations that determine and promote customer satisfaction
• Determine what quality is and why it's important to the customer, the institution and you
• Be able to choose a positive attitude
• Know how to say the right thing when dealing with customers

Janice Branch has been a senior training consultant for InterAction Training Systems (ITS) for fifteen years.  She is a very seasoned presenter that has all the right stuff to wow her participants about the subject matter.  Prior to joining ITS, Janice was the Senior Manager of Training for Consolidated Communications where she managed, designed, coordinated and presented training programs for this multi-state telco with over 1000 employees.

Whether it is teaching how to coach, manage, lead, negotiate, service, sell or train at every level in an organization or if it is consulting on problem solving and servant leadership, Janice is the "go-to" person every bank wants to hear from.  Participants appreciate her "been there, done that" humor along with her expert ability to facilitate learning.

Today Janice specializes in providing a select group of clients ongoing strategic planning, coaching and training therefore enabling the client to tap into Janice as a team member and part of the leadership of the company.

Janice is certified by the University of Houston in Leadership and Management.  She is currently completing a course of study with the William Glasser Institute and will obtain certification in Reality Therapy.

A native Texan she enjoys many pursuits in addition to teaching and learning but none more than being a grandmother and tending to her ten acre home in Montgomery, Texas-north of Houston.

Unlimited playback & materials. If you were unable to attend the regularly scheduled event, but are interested in the topic, you can purchase the recorded version. You will receive a web address for online viewing and an audio CD and handouts for offline viewing.