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Creating Exceptional Client Experiences

How do you deliver value while creating amazing experiences for your depositors? In this webinar, learn to practice depositor advocacy to earn client loyalty. These are the customers will not only increase their relationship with the institution but will also recommend the institution to their family and friends.

Upcoming
Tuesday, November 26th, 2024
1:30 pm - 3:30 pm
Presented by Janice Branch
2 SHRM-CP Credits
$299.00 or 1 Token

Includes: Live Access, 30 Days OnDemand Playback, Presenter Materials and Handouts

  • Customer Service
  • General Compliance
  • Human Resources
  • Management/Employee Development
  • Teller
  • Branch Manager
  • Customer Service Representative
  • Deposit Operations Manager/Specialist
  • Human Resources Officer
  • New Accounts Representative
  • Teller
  • Training Manager
  • Trainer

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Good service is vital to the success of any institution. Employees may execute the transactions accurately and be polite and courteous, but do we go the extra step to meet the depositor’s needs? Do we put ourselves in their shoes to determine what actions will ensure the experience is extraordinary? The success of the relationship is in the hands of the people who wait on depositors every day.

Wow your depositors with an exceptional service experience. Depositors who feel a connection to the people who wait on them feel valued.

In this webinar, you’ll learn how to grow relationships with depositors using the three benchmarks of exceptional service. You’ll understand the importance of being authentic, and how to say the right thing the right way. Depositors like to do business with someone who will go above and beyond to help them through a complicated situation. These are the customers who will increase their relationship with you and recommend your institution to family and friends.

What You'll Learn

  • Advocate for the depositor
  • Ingredients for a WOW experience
  • Expectations that produce high satisfaction
  • What messages are you sending?
  • Listen for meaning

Who Should Attend

Frontline employees responsible for handling client needs, call center representatives, trainers, and those responsible for managing these employees will all benefit from this webinar.

Janice Branch

Instructor Bio

Janice Branch has been a senior training consultant for InterAction Training for twenty years. She is a very seasoned presenter that has all the right stuff to wow her participants about the subject matter. Prior to joining InterAction Training, Janice was the Senior Manager of Training for Consolidated Communications where she managed, designed, coordinated and presented training programs for this multi-state telecommunications company 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.

Janice has obtained a Bachelor of Business Administration with a major in Management from Almeda University and is certified by the University of Houston in Leadership and Management. In addition, Janice has obtained trainer certifications from Achieve Global and Development Dimensions, Inc.

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 just north of Houston.

Continuing Education Credit Information

Creating Exceptional Client Experiences has been approved for 2 SHRM-CP credits. This statement is not an endorsement of this program or its sponsor. Credits are redeemable for both Live and OnDemand viewing. For questions on certificates, please email support@oncourselearning.com. Certification holders must report these credits at https://portal.shrm.org/.

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