BCU Webinars Webinar

Frontline Excellence: CEO of the Customer Experience

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 bank. We’ll also discuss an essential mindset: We exist to make our customers’ financial lives easier.

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SKU 70BWUS246096G

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

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 will benefit from this webinar.