Teller Skills Customer Service Fundamentals

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Keys for Pleasing Verisure, Inc • SMILE – nobody wants to deal with a sourpuss! This includes the phone. • Approach/Greet and welcome the person to the bank or for calling for assistance • Ask open-ended questions about how you may serve them • LISTEN and restate what you heard they need, want or the problem • Respond with the information, a solution or the efforts to satisfy the request • THANK THEM BY NAME, and follow-up if necessary © Copyright 2006 by Pivotal Financial Resources 16
Difficult Situations Verisure, Inc • Stay Calm – Adding emotions to the situation will only escalate tempers. Talk in a low and soft voice • Show Understanding – Listen and empathize (Use the feel, felt and found technique) • Apologize for the problem – Regardless of the fault, show regret that it caused a problem for the customer • Determine and define the problem – Listen to make sure you understand the problem, then restate the problem to the customer to confirm you got it • Solve the problem – If possible, fix it. If not, explain the steps you will need to take and any other time or efforts required. Get help if necessary © Copyright 2006 by Pivotal Financial Resources 17
Page 1 and 2: Webinar Series - T 401 Teller Skill
Page 3 and 4: Essential Qualities • People Skil
Page 5 and 6: Teller Toolkit Verisure, Inc • Wo
Page 7 and 8: Routine is the key 1. Greeting - al
Page 9 and 10: Counting Methods Denomination Used
Page 11 and 12: Causes of Mistakes D’oh! Verisure
Page 13 and 14: Teller Terminations Verisure, Inc M
Page 15: Servicing Statistics • 68%-78% of
Page 19 and 20: Questions? Verisure, Inc © Copyrig
Page 21 and 22: Teller Money Handling and Balancing

Teller Skills Customer Service Fundamentals

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