Read the Room... and the Customer
Analytical, Driving, Amiable & Expressive
What are the four social styles?
Friendliness, Empathy, Fairness, Control, Accountability, Empowerment, Information, & Resiliency
What are the 8 crucial customer needs?
To express sincere personal regret for the bad experience if you were involved.
What is apologize?
This fee occurs when your account balance says "absolutely not."
What is NSF fee?
Answer the phone within ____ rings.
What is 3?
These people are easy going and more supportive.
What is amiable?
The ability to understand, be aware of, and be sensitive to the feelings, thoughts, and experiences of a customer
What is empathy?
Paraphrase what you heard the customer say.
What is confirm?
Personal bankers hear this phrase most often when the customer has forgotten every form of identification.
What is, "You know me."?
Greet the caller and immediately ____ yourself and the bank.
What is introduce?
These people are outgoing and more dramatic.
What is expressive?
This is what creates customer loyalty to our bank.
What is fairness?
To ____ the customer, let them know you are ready and willing to help and will personally follow through.
What is assure?
This statement is almost always followed by a request requiring manager approval.
What is, "I've been banking here for years."?
Use the caller's ____ as soon as you hear it.
What is name?
These people are strong-willed and more emotionally controlled.
What is driving?
This is the ability to live up to our bank, your colleagues, and customers.
What is accountability?
This technique is just agreeing with one thing the customer said. This technique is called ____ agree.
What is selectively?
A customer arrives two minutes before closing and says these seven terrifying words.
What is, "I'd like to open a checking account."?
If you need to keep the caller on hold for ____ minute, let the caller know you'll need more time.
What is more than one?
These people are serious and more exacting.
What is analytical?
An extremely important ingredient of great service and having the right mentality to serve our customers.
What is friendliness?
Show acceptance, not necessarily agreement for what the customer said or experienced.
What is empathize?
This document arrives monthly to remind you of every questionable purchase you made at 2 a.m.
What is a bank statement?
Be ____ and ____ to the caller.
What is cheerful and attentive?