Care
The first thing to do when a customer walks in the door
Greet the customer
Found on the Hub under What we offer
Products and Service, Options, Next Steps
Phone Etiquette - Opener
Hello this is 'your name' in 'department', how may I help you? (Internal should be friendly and professional)
Outgoing "Snail" mail is printed on this paper
Letterhead
Includes the How, What and Why(Purpose statement)
Golden Circle
The best and first question I would ask
"How may I help you?"
Our Purpose
"To Care, Educate and Serve to inspire a better future for all"
"Busy" is used when...
You’re busy working but able to receive messages.
Emails should be
Short and to the point
Who is a leader
Everyone
How I show the customer I care
Active listening, focusing, not judging, listening to understand
Our Vision
"Every customer brings every account and all their friends"
"Out of Office" is used...
at the end of the day or when leaving early for the day,
External email includes
Salutation, correct grammar and spelling, written professionally and include contact information
Inspire others by
Correct Answer
How to end the customer interaction
Ask - 'How else may I help you today" and "Thank you, Mr Smith. Have a great day"
BHAG stands for
Big Hairy Audacious Goal
Status Message should be used when...
away from your desk, out of the office and note return time.
This is the expected daily email response time
24 hours or if one cannot respond within 24 hours send a quick e-mail to acknowledge receipt and include details and timing of expected response.
Performance, Transparency, Development
Ask these types of questions when I need information or need to control the conversation
Open or closed questions?
Our BHAG
"#1 Community Bank in the markets we serve"
Phone Etiquette - Closer
Recap, ask "How else may I help you", Thank them for calling.
These emails are received for internal, security testing purposes
Phishing emails
Taking ownership is
Personal Accountability