This session on banking Moments of Truth briefly overviews one element under the broad heading of, “ Listening.” In future sessions we’ll overview other subjects under this heading.
In many banks the group in banking that management least tends to solicit input from, and listen to, is its tellers and CSR’s. These key staffers often see and talk with more customers daily than management sees and talks with in a week or a month. Plus, customers tend to open up to tellers and CSR’s about their likes and dislikes more than they tend to open up to management. As we recommend programs to banks to not only train their tellers and CSR’s, but also to actively seek their input, we occasionally get comments from management that focused efforts to seek teller and CSR comments would only end up in “ gripe” sessions!
In working with tellers and CSR’s for years, we can emphatically say that nothing could be further from the truth! As a group, tellers and CSR’s are dedicated to the bank and helping it succeed , and giving them opportunities to input is sincerely appreciated and effective for the bank. You may be able to initiate and develop these programs on your own, but if you need help, get it from us or from someone else you know can help. Soliciting input from your tellers and CSR’s. It’s a listening Moment of Truth that is much too important to delay acting upon!
No comments:
Post a Comment