Course Overview
Tellers learn that a significant part of their job is promoting the bank. One way to do this is to exhibit good customer relations skills. This includes:

• Establishing rapport with customers when starting a transaction.
• Listening carefully to customer requests.
• Providing customers with clear instructions.
• Concluding the transaction with appreciation.

Tellers also learn about more sophisticated customer service skills such as identifying customer needs, matching bank products to customer needs and managing challenging situations, such as angry, impatient or intimidated customers.

Learning Objectives
To have tellers understand their important role in providing excellent customer service and to know the basics of needs-based selling. After completing this course, tellers will know how to:

• Use basic customer relations skills in everyday interactions.
• Use the 4 C’s of Customer Service.
• Meet customers' needs by applying the Cross-Selling Model.
• Handle challenging situations.
• Understand regulations that relate to customer service.