Definitions
This allows you to recognize a customer’s spoken or unspoken financial need.
What is a Clue?
Why do we ask discovery questions?
What is To understand customer needs?
This type thrives in leadership roles and decisive actions.
What is driver
This standard focuses on relational interactions, not transactional, being curious and genuine while openly and consistently communicating.
What is Build One on One Relationships
This theme reminds us that service starts with genuine concern for the customer.
What is Care?
This term describes an impactful and genuine customer interaction.
What is a Lily Moment?
Why do we want interactions to be relational rather than just transactional?
What is to build one-on-one relationships
What is Amiable
A standard where you set expectations, set yourself apart from others through consistent engagement, remain connected, but also allow yourself patience while building one-on-one relationships.
What is Follow Up
This theme encourages asking deeper questions instead of allowing interactions to remain transactional.
What is Being Curious?
Connecting a product, service or other individual to a customer's need.
What is Referral/Recommendation
Why do we focus on Service Strategy and approach situations like we do?
What is because we care
This style is detail oriented and excel in problem solving.
What is Analytical
With this standard you will utilize bank resources, identify solution and present all available options, anticipate needs, and make introductions based on needs.
What is Solution Oriented
This theme means leaning into uncomfortable conversations and focusing on the best interest of the customer.
What is Courage?
What is Service Strategy
Why follow the Service Strategy Way?
What is to create an exceptional, impactful and memorable customer experience.
Enthusiastic and excellent communicators
What is Expressive
This standard you need to stay curious, utilize the bank's resources, utilize observational, transactional, and life event clues, practice reflective listening, and remove all personal biases and judgement.
What is Be Alert to Opportunites
Asking one more question before ending a transaction reflects this theme.
What is Curiosity?
This is a philosophy that puts the well-being of people and communities first.
What is Servant Leadership
Why do lily moments matter in customer conversations?
What is they are memorable and impactful
Why is it important to recognize someone else's style?
What is to be able to improve communication effectiveness, reduce conflict and build trust, enhance teamwork and leadership, or support personal growth.
This standard is about Servant Leadership and urges you to show up as your best self, use names consistently, greet with a welcoming smile and care by bringing value to the interaction.
What is Attitude of Service
Addressing an important financial need even when the conversation feels difficult reflects this theme.
What is Being Courageous?