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Today's Teller: It's More Than a Balancing Act
(Presented by Honey Shelton)
The teller position remains the most visible position in financial institutions. The impact the teller has on customer service, sales opportunities and fraud detection are highly significant. In this training program the teller will learn the importance they have in establishing positive impressions and using good judgment in all situations, from the most complicated to the most routine. Reduce the headaches associated with teller turnover, poor performance, lousy attitudes, balancing problems and missed opportunities to cross-sell your customer. Increase customer satisfaction, teamwork and teller professionalism.
This program will provide your tellers with the morale boost they hunger for, the reminders you have longed for them to be refreshed about and the instruction needed on how to deal with every essential issue the teller faces.
Your instructor, Honey Shelton, is considered to be the premier teller trainer. Her informational, humorous and real world training approach captivates the participants' attention.
Don't miss this economical, convenient opportunity for your tellers to learn about improving their performance, self esteem and attitude.
Teamwork
This is about how to be a team player and what to do if you work with someone who isn't.
Security and Fraud
We will look at the measures to reduce risk and fraud, bank robbery procedures, detecting forgeries, kiting, less cash deposits and security tips.
Teller Excellence
These eight keys are the foundation for success as a teller:
1. Procedure
2. Flexibility
3. Risk
4. Appearance
5. Diplomacy
6. Attitude
7. Awareness
8. Ability
It's the teller's responsibility to master all eight!
Balancing
This is the report card of the teller. The focus in this part of the program is about following proper procedure in handling your cash. The dos and the don'ts that impact your balancing record will be explored in detail.
Excel at referrals
Learn the success factors you need to succeed at referring your customer to other products and services.
Check Cashing and Endorsements
What to look for, what steps to always take and when to seek a second opinion. Review the six point validity test for ID.
Guard Your Reputation
Here we look at everything from impression management issues (dress code, workspace organization, dependability, etc.) to taking the initiative to do what needs to be done!
Customer Service Expertise
Learn how to deliver extraordinary customer service - how to diffuse the difficult customer and how to increase your job satisfaction as you ensure that customers you wait on leave feeling appreciated and understood.
Who Should Attend?
You will want all your tellers, teller trainers and teller supervisors to participate.
ABOUT THE SPEAKER
Honey Shelton brings the best of both worlds to her training sessions. Today as Executive Vice President of Texas' second oldest independent bank she oversees retail operations, marketing and training, therefore enabling her to see up close what is happening in the trenches. Plus, she has the depth of knowledge that comes with twenty years experience as one the nation's leading seminar presenters. As the founder of Houston based InterAction Training Systems, Honey has provided training to over a quarter-million professionals.
Honey began her career in the banking industry. Prior to founding ITS, she served as Vice President of Marketing and an Executive Committee member for a major holding company bank in The Woodlands, Texas. During her 15 years in banking, Honey began developing a passion for training others to succeed.
As a graduate of the School of Bank Marketing from the University of Colorado, she realizes the value of quality education. Honey invests time as a faculty member for banking schools around the country. She is a repeat presenter for most of the state banking associations and credit union leagues around the country.
Honey continues in her own personal pursuit of excellence. She has obtained certification in Reality Therapy from the William Glasser Institute and the Training and Development Certification Program at Texas A & M.
More information...
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888-229-8872