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Frontline Excellence: CEO of the Customer Experience

Front-line employees are the CEOs of the customer experience. Their every action and reaction significantly impact your brand’s reputation. However, do we train them to see themselves in this influential role, or do we perceive them only as tellers? This training is a must to take your customer experience from ordinary to extraordinary.

Upcoming
Thursday, August 21st, 2025
1:30 pm - 3:00 pm
Presented by Vicki Kraai
1.5 SHRM-CP Credits
$299.00 or 1 Token

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

  • Customer Service
  • Human Resources
  • Management/Employee Development
  • Sales
  • Teller
  • Branch Manager
  • Customer Service Representative
  • Marketing Officer/Business Development
  • New Accounts Representative
  • Senior Management
  • Teller
  • Training Manager
  • Trainer

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This session examines the crucial role front-line employees hold within your organization. We’ll challenge the traditional perception of front-line employees as only “tellers” and highlight their potential as brand ambassadors.

Learn practical methods for empowering front-line staff to embrace their role as a CEO, and how to recognize the impact of front-line actions and reactions on the reputation of the institution. We’ll also discuss an essential mindset: We exist to make our customers’ financial lives easier.

What You'll Learn

  • Front-line employees’ pivotal role in shaping the customer experience
  • Strategies for building confidence as a person of influence
  • Spotting opportunities and growing the relationship without sales
  • Applying this concept to the internal customer experience (our co-workers)
  • Understanding the elements of building professional maturity to be successful in your role

Who Should Attend

This session is ideal for front-line staff, tellers, customer service representatives, teller supervisors, branch managers, trainers, and anyone responsible for the customer experience or managing and training those employees.

Vicki Kraai

Instructor Bio

Vicki Kraai is CEO of InterAction Training, a company passionate about professional development training and education.

Vicki’s 25+ years of community bank experience started at the family bank in rural Nebraska, where she served as a bank teller and eventually became CEO. She built credit card lending experience as a member of the management team that launched the Cabela’s credit card program. She has a passion for helping people succeed in the financial services industry. Bankers value Vicki’s highly engaging “been there, done that” approach to all facets of her training and speaking engagements.

Vicki shares her expertise and experience as a faculty member for State Bank Association Schools and the Graduate School of Banking in Madison, WI.

Continuing Education Credit Information

Frontline Excellence: CEO of the Customer Experience has been approved for 1.5 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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