Show:
Telephone Standards - External
Building Appearance Standards- Exterior
Greeting Standards
Error Resolution Standards
Building Appearance Standards- Interior
100

The proper way to answer a customers phone call. 

What is; answer the phone within 2-3 rings with "thank you for calling Hoosier Heartland State Bank, this is (your name), how may I help you?"

100

________ should be well manicured. This includes keeping the flowers and shrubbery pruned, grass cut, edges trimmed and picking up trash. 

What is landscaping? 

100

At least __ employee(s) should greet the customer by saying Hello when the customer has entered the branch

what is 1

100

_______ carefully to what the customer / employee has to say. 

What is listen?

100

All interior _______ should be nor more than half full an free of unpleasant odors. 

What is Trash Cans
200

How many times should you use the customers name during a phone call? 

What is; at least once on the phone call. 

200
______ should be flying at the appropriate level. 
what is flags? 
200
Use the customers name at least __ time(s) during the transaction. 

what is 1?

200

Offer a ___________ without placing a blame on anyone or any department and accept responsibility whether you had anything to do with the issue or not. 

What is a sincere apology.

200

All _____ Should work and be free of bugs. 

What is lights

300

The 3 steps to putting a customer on HOLD. 

What is; 1. ask permission to place the customer on hold and wait for their response. 2. The caller should be on hold for no longer than 45 seconds. 3. Always thank the customer for holding when you resume your call. 
300
The ________ should be well lit and spaces well marked. Pot holes should be logged on the Maintenance log. 
What is parking lot? 
300

______ the customer for their business or for coming in. 

What is Thank

300

Decide on an ________________.

What is action plan? 
300

________ may be on display through out entire season. 

What is Decorations. 
400

The 3 steps to transfer all calls. 

what is; 1. Only transfer a caller once. 2. Introduce the 2 people. (giving names count). 3. Give caller options if employee is unavailable. (Examples: Take a message, forward to voicemail or ask to help) 

400

______ should be cleaned, stocked and working properly unless otherwise designated. 

What is ATM? 
400

Front-line area should have a ______________. 

What is a team member present.

400

See complaint through from ________ to ________. 

What is beginning to end? 

400

_____, _______, ________ should be maintained in a clean professional manner so no customer information is visible. 

What is Offices, Desks, Teller line. 

500

Your voice should exude ________, _________, & ________. 

what is Confidence, competence & enthusiasm? 

500

The_____ shall be well maintained. 

What is Building Exterior

500
The drive-up customer should be greeted within __ seconds of pulling up to the window. 

What is 30? 

500

Be _______ & _________. 

What is polite & positive? 

500

The _______ should be clean and inviting! 

What is lobby