ECR BASICS
ECR stands for
What is Enhancing Customer Relationships?
A customer says, "I've been banking here for 30 years!" What's an ECR response?
"We really appreciate that. Thank you for being with us for so long!"
At the end of a phone call what should you do?
Thank the customer for calling.
Customer comes in and tells you that they are about to have a baby. What product(s) should you recommend?
Custodial Savings Account
Speaking with BFS about future college account
Why is it important to use the customer's name during a mystery shop?
It helps build rapport and personalize the interaction.
What does GRRAF mean?
Greeting-Building Rapport
Recognizing Needs
Recommended with confidence
Asking for their business
Following up
An elderly customer seems confused about something you've explained twice. What do you do?
Slow down, explain it differently, and make sure they understand without making them feel embarrassed.
If you place someone hold what should you do?
Ask the customer if it is okay for you to place them on hold.
Customer just turned 18. What product(s) should you recommend?
Success, Bridge or BCB Choice checking account, Savings account, Credit Card.
What is the purpose of a mystery shop?
To evaluate the customer experience and see how well we are following our ECR standards.
When should you practice ECR?
Everyday!!
A customer is clearly frustrated before they even reach your window. What should you NOT do?
Take their attitude personally or respond with the same frustration.
What type of questions should you ask when trying to recognize a customer's needs?
Open-ended questions
Where they are starting.
If they need a voided check to set up direct deposit.
Why should we ask open-ended questions during a mystery shop call?
To learn more about the customer and uncover their needs
use their name, make conversation, listen etc
A customer asks you a questions that you don't know the answer to. What's the ECR response?
Be honest and find someone who can help rather than guessing or simply sending them away.
After making a recommendation, what should you ask the customer before moving forward?
Ask the customer how the recommendation sounds, then ask if you can proceed with opening the product.
A customer tells you that they are opening a small business. What should you do before recommending?
Discover what kind of business they are opening and what their banking needs are.
A mystery shopper calls the branch with a simple question. The employee answers the question correctly but never asks for the customer's name, asks any open-ended questions, or tries to understand their banking relationship. What key part of the ECR Model was missed?
Recognizing needs- the employee should ask permission to ask questions, learn about the customer's current banking relationship, and use open-ended questions to uncover needs.
True of False: ECR only happens when you do something extra for a customer
False: It can happen during an ordinary transaction through how you interact with them.
A customer comes in for a simple transaction but mentions they are saving for a house. What could you do?
Ask an appropriate follow-up question and, if relevant, connect them with someone who can help with their goals.
According to the ECR model, what should you ask the customer before asking discovery questions?
Ask permission to ask questions
Why are life events valuable ECR opportunites?
They can reveal changing needs and give a natural reason to learn more help.
During a mystery shop, the employee identifies a customer's need and recommends the appropriate product but never asks the customer how the recommendation sounds or asks fi they can proceed with opening the product. What part of the ECR model was missed?
Asking for their business- The employee should ask how the recommendation sounds and then ask if they can proceed with opening the product.