HBX
What is Horicon Bank's Vision Statement?
Together, Doing Good
What are the 4 FISH practices?
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 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 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
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 are our CORE virtues?
Capability
hOnesty
Respect
Energy
What does each employee have 5 of that is unique to them? Hint: Brenda Spranger
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.
Who shapes the customer experience?
YOU!
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 ft rule when you are within 10 ft of a customer?
You must acknowledge them!