It’s been nearly 50 years since we’ve experienced a Summer Solstice Full Moon!
And since 1967, the banking industry has seen cycles like we’ve never seen before and changes that continue to challenge us! That is why having meaningful conversations with our customers today – whether in the lobby, on the phone, via email and regular mail – are crucial.
Today I am writing to let you know of a training program I can customize for your Bank.
“The Advanced Customer Conversation” Program has become my most popular program because it truly gets your staff feeling more confident about communicating with your customers and discussing their financial needs. You can design this Program to fit your Bank’s needs. Here are some of your options:
- Advanced Customer Conversation Program – Regular training sessions determined by you
- Refreshed Customer Service Standards – Discover your moments of truth
- Onboarding Program – Formalize all future communication to fulfil customer and Bank needs
- Employee Sales Guide – Includes Bank information, product and services with features and benefits, customer conversations clues, etc.
- Progress reports and coaching calls — Maintain growth
- Branch Manager Training and Coaching – Clarify expectations and hold staff accountable
- Testing for Advancement – Customize written and oral testing
A critical part of your Customer Conversation is to determine customer needs and fulfill those needs with your products and services whenever possible. However, your employees need to have the knowledge and confidence to keep your Customer Conversation at the forefront of every customer interaction. The Advanced Customer Conversation Training Program will focus on this goal with the final intent of improved customer service, loyal customers and increased share of wallet for you.
As you know, training is a continuous process that requires planning, commitment and accountability. With a planned commitment to advanced training, you are well on your way to holding people accountable for their customer conversations. It will then be up to your management team to maintain accountability over the long term, which is why I offer training and coaching for your branch managers and their assistants as well.
All training includes a great deal of interaction and role-playing.
The Summer Solstice is a great time to plan your training for the fall and new year!
Let’s make the next 50 years the best in Community Banking. Feel free to call or email me for more discussion.
Your Community Bank Advocate,
PS Enjoy your Summer Solstice Full Moon!
PPS Another interesting fact: This year’s summer solstice on Monday brings a special event, as it coincides with the full strawberry moon for the first time in nearly 70 years. The summer solstice is the day with the most amount of sunshine as the sun will reach the highest point throughout the course of the year. Despite its name, the strawberry moon will glow more of a warm amber color than pink or red.