GSB Customer Experience
These are our core values
Care, Connection, Community, Communication
This is the name of the tool for supporting the customer experience at the teller line
Teller Experience Checklist
This is the stage where we confirm a time for the 1-week check-in.
Stage 5: Success
This department assists customers with Business Online Banking
Name 3 of the reasons customer service is important.
Name an action that takes place within Stage 2: Discovery
Identify the transaction and offer timeline
Demonstrate active listening and full attention to the customer
Exemplify a warm tone, smile, and friendly demeanor
Initiate nonbusiness conversation
Exhaust all options prior to saying no; Alternative solutions?
Ask open ended questions
This is the stage where we leverage the CX Note during customer onboarding
Discovery
This is the process for submitting a referral to residential lending.
Notify the lender of choice directly via email, then submit a referral through the excel document in SharePoint
This category on the branch scorecard measures new accounts against accounts closed within the month.
net checking
Name four categories of a CT Profile we should take special notice of during a transaction
Address, DoB, Date Established, Contact Preferences, Messages, Red Flag, Account Type, Balances, Rate, Maturity Date, direct deposit, additional services.
This is the stage of the CX Checklist where we advise on products and solutions.
Stage 3-Educate
How much does a qualified referral to OSAIC pay?
$25
These are the four primary ways to drive a positive customer experience.
What are Save Time, Save Money, Add Value, and Mitigate challenges.
Give an example of nonbusiness conversation
example- compliment an article of clothing or accessory, the weather, local events, etc
This is an example of an open-ended question we would ask when trying to uncover their banking relationships.
What do your outside banking relationships currently look like?
Give at least 1 example of how Wealth Management supports their clients.
Estate Management, Trust/Trustee, Special Needs Trust services, Portfolio Management, Business Retirment Services
What is the key to success with customer service?
Finding ways to help customers beyond their initial need
This is the very last step in Stage 5: Success
Offer Coffee and Water while the customer is leaving
This is an example of a "Power Question" with retirement.
"Tell me about your current long-term savings plan."
This is how it sounds to refer a customer to Merchant Services
What is "I'd love to connect you with my partner Kevin, he specializes in digital and card transactions and I'm certain he will be able to help your business"