Make a First Impression
"What is this place?"
- Community Hub
- A Third Place
- Takes the stress out of banking
- Financial empowerment
Define this pillar
Establish a connection and customer understanding
True or False: Providing resources to customers, such as Learn and Grow, part of this pillar?
True - Providing resources to help educate our customers, encourages customers to come back to the space.
Name the Pillar: Getting to know the customer and curious about what brought them into the Cafe today.
Bond at a Deeper Level
True or False: Wearing proper Threads is an important part of this pillar?
True - We represent the brand and are the first point of contact with the customer.
The type of questions we ask to create opportunities for customers to share about themselves
Open-ended questions
How can we deliver this pillar?
See opportunities in providing relevant tools/resources
Identify opportunities in providing informative take aways during their visit
Confirming with with Customer that all needs are meet
Set Clear Expectation on any next steps prior to customer leaving
Follow up with the Customer
Encourage customer to comeback in a personalized way
Name the Pillar: Asking questions to better understand the customers circumstance and provided them the best support based on their responses.
Guide To Discovery
True or False: As an Ambassador, we should always display open body language to customers?
True - we should always display welcoming body language to encourage customers to interact with us, whether it is for banking needs or not.
Desired customer outcomes
Customer feels confident Capital One is looking out for them and their money
What are some tools we can use to encourage customers to come back?
Resources
CofFREE Cards
Events
After servicing George, the customer, in opening a Secured Credit Card, Maria, the Ambassador, provided a Learn&Grow article about "What is a Credit Score?" because she remembered George saying he is not sure how Credit Scores work. Soon after she shared this information to George and showing him where to find it, George thanked Maria and, at the end of the interaction, Maria said, "Thank you so much for coming in today! Here is a CofFREE card so that the next Coffee on your next visit to the Cafe will be on us!"
Which Pillar is Maria in?
Continue to Connection
Name 3 Behaviors that can help create a good first impression
Introduce Yourself
Smile
Appropriate Threads
Open Body Language
Greet
Proactive Engagement
Name the 5 conversation skills that help you engage in deeper and more meaningful conversations.
Discovery. Listening. Rapport. Positive Language. Emotional Intelligence
Sarah, an ambassador wearing a white T-shirt, proactively asked a customer that seemed a little lost. She ask the customer with a smile and crossed arms, "Hi, is this your first time here?" customer smiled back and said "Yes, this is my first time here." "Oh Welcome!" said Sarah and then she proceeded to explain WITP.
What are some opportunities Sarah could have done to improve her first impression?
Appropriate Threads
Introducing Yourself
Open Body Language