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Elevated Customer Interactions: A practical workshop for leaders to build confident, capable customer-facing teams

If you want your team to sound more confident, act more professional, and handle customers with greater ease—this live, interactive session gives you the tools to make that happen.
Upcoming
DATE

Tuesday, August 18, 2026
2:30 pm - 4:30 pm

INSTRUCTOR

Heather Legge

FORMAT

Workshop

$299.00 or 1 Token

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

  • Customer Service
  • Management/Employee Development
  • Sales
  • Teller
  • Branch Manager
  • Consumer Lender/Retail Banker
  • Customer Service Representative
  • Deposit Operations Manager/Specialist
  • Loan Operations Manager/Specialist
  • Marketing Officer/Business Development
  • New Accounts Representative
  • Training Manager
  • Trainer

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Let’s be honest—most customer service challenges aren’t about policies or procedures… they’re about people. Poor attitude. Low confidence. Awkward interactions. Lack of business experience.
And managers are left stepping in, repeating themselves, or wondering why it’s not improving.

In this practical, engaging workshop, you’ll learn how to meet employees where they are—and develop them into confident, capable professionals who represent your institution with clarity, care, and credibility. You’ll gain simple, effective tools to coach real behavior change—without lowering your standards or doing the work for them.

Includes a ready-to-use coaching toolkit with templates, conversation guides, and practical exercises you can immediately implement with your team.

What You'll Learn

  • Define clear, observable expectations for customer interactions that reduce confusion and improve consistency
  • Apply practical techniques to develop employees’ social skills, communication, and emotional intelligence
  • Implement simple strategies to help team members manage stress and build confidence in customer-facing situations
  • Use coaching frameworks to guide individual development and improve performance over time
  • Create a structured approach to reinforce accountability and elevate the overall customer experience

Who Should Attend

Recommended for:

  • Branch managers, assistant managers, and supervisors
  • Customer/member service leaders
  • Training and development professionals
  • Operations leaders supporting frontline teams
  • Best suited for those seeking practical tools to improve employee attitude, communication, confidence, and overall customer interaction performance.
Heather Legge

Instructor Bio

Heather Legge is a training specialist and certified executive coach, founder of Envision Success Inc, and author of Lead With Moxie. She is a senior training consultant for InterAction Training and is known for her presentation and delivery expertise.

Previously, she earned her Master's in business administration and spent over 15 years in multiple industries transforming organizational performance through business analysis, project management, training and employee development.

She is passionate about making a positive impact in her local community and far beyond. She is always engaged in several networking, professional, and philanthropic groups.

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