Teller Skills Customer Service Fundamentals

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Teller Money Handling and Balancing Tips Common Reasons Tellers Make Errors Whether it is a busy day or a slow one, a difficult customer or a pleasant one, mistakes can and do happen to both new and experienced tellers. Experts have identified four common reasons why tellers make errors: o Lack of Concentration o Lack of Routine o Lack of Organization o Change of Pace Lack of Concentration A lack of concentration is a major reason why tellers make errors. While it is important to be pleasant to customers, too much talking can cause you to lose track of what you are doing. Other factors can also cause you to lose focus, such as when a coworker interrupts you or when your thoughts wander briefly from the transaction you are working on. To avoid losing concentration: o limit the time you chat with customers o keep interruptions to a minimum o if interrupted, start over o focus on each transaction as you perform it o if distracted, collect your thoughts and start over Concentrating on transactions does NOT mean you can’t be friendly to your customers. It’s essential that you greet them pleasantly and treat them with courtesy at all times. Your customers expect and deserve that. But they also want you to be accurate, and the best way to stay accurate is to avoid chatting when you are handling their accounts. Talk to them before and after you perform the transaction, but not during. Lack of Routine Because of the volume, variety and pace of transactions you handle each day as a teller, it’s easy to lose track of what you are doing. That’s where routines help. Unfortunately, many tellers lack good routines and make mistakes. To avoid this: o establish a routine for every transaction you do o follow your routine meticulously o use the same steps in the same order every time For example, always hand out cash at the same point in the transaction. Some tellers wait until after they give the customer the receipt. That way they know if they haven’t given the customer the receipt, they haven’t given out the cash. By sticking to this routine, they avoid giving out cash twice to the same customer. Page - 7
Teller Money Handling and Balancing Tips Lack of Organization As a teller you handle hundreds of bills, coins, checks, and receipts every day. When these items aren’t properly organized, it’s easy for errors to occur. To avoid organization errors: o keep your cash drawer arranged neatly at all times o sell excess money back to vault o establish specific locations for receipts, checks, etc. o put trash in waste can o place all loose bills face up and in the same direction before counting o verify all cash by counting it three times Change of Pace Tellers are most likely to stay accurate when they work at a steady, comfortable pace. When there are fewer customers than usual, tellers aren’t able to keep a constant rhythm. And the break in rhythm can cause them to make errors. Likewise, when lines of customers form, tellers are tempted to increase their pace, which also disrupts their rhythm. To avoid mistakes when the pace changes: o stay focused on every transaction o stick to your routine o avoid chatting longer with customers when you’re not busy Common Balancing Errors As we discussed earlier, the easiest way to stay in balance is to avoid making any mistakes in the first place. But mistakes do happen from time to time... to every teller. Even the most careful and accurate tellers occasionally make errors and find themselves out of balance. Keep in mind that you handle hundreds of transactions each day... an occasional mistake is bound to happen. And once you’ve made a mistake, the faster you can figure out what you’ve done, the sooner you’ll be able to balance your drawer. There are many reasons why tellers don’t balance. Five of the most common errors include: • Listing errors • Errors in recording cash-ins or cash-outs • Errors in transferring cash • Counting errors • Machine entry errors Listing Errors These are mistakes in the way numbers are written or entered on the teller terminal or when completing cash-in or cash-out tickets. Listing errors account for most of the errors made in balancing. They include illegible numbers, misplaced digits or decimal points, and transposition errors (reversing the order in which numbers are listed). Page - 8
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Teller Skills Customer Service Fundamentals

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