HBX
What is Horicon Bank's Vision Statement?
Together, Doing Good
What are the 4 FISH philosophies?
Choose your Attitude
Play
Make Their Day
Be There
All calls should be answered within how many rings if you are available?
2 rings.
Employees have an obligation to ____ a customer when they step foot into our lobby?
Greet
What is another name for our ITMs?
My Virtual Teller
What is our Why Statement?
We enjoy working together to make lives better and more secure.
All employees must wear what when they are in areas visible to customers?
Name tag!
What kind of transfer do we NOT allow at Horicon Bank?
Blind Transfers
You should always ____ at the presence of customers when sitting behind the teller line.
stand
What is the name of the chat function within the Virtual Experience?
Glia Chat
Who shapes the Customer Experience?
YOU!
When joining virtual meetings, what should be on to show your attentive and listening?
Your cameras!
All calls and messages should be returned to customers within this time.
24 hours.
What request to serve statement do you use when starting a conversation with a customer?
How can i help you?
What should VBS always do prior to sending a chat message to a customer?
Proofread prior to sending
What are our CORE virtues?
Capability
hOnesty
Respect
Energy
What does each employee have 5 of that is unique to them?
YOUR STRENGTHS!
All employees are required to use their what when creating new emails to internal and external customers?
Their signature!
How do you end a conversation with a customer?
On a positive note.
What is one thing you should never use in a virtual chat message?
Abbreviations, Emojis, Acronyms, Slang Terms, Profanity
What does CARE stand for?
Communities who value our presence
Associates who are growing in skills and success
Relationships with customers who trust us
Expectations that are being satisfied
Who is considered a customer at Horicon Bank?
Internal and External Customers
How do you answer a phone call externally?
Thank you for calling Horicon Bank. This is (name). How can I help you?
What is the 10 foot rule in the Horicon Bank Experience?
You must acknowledge our customers if you are within 10 feet of them if you are able to help them or not.
What makes our Virtual Experience unique to other larger Financial Institutions?
Our bankers are right down the street! Close to home! One of us.