1. CHAPTER 8 PROVIDING QUALITY CUSTOMER SERVICE

2. SECTION 1 - CUSTOMER EXPECTATIONS Quality service causes both the number of customers and the value of accounts to increase. Quality service has three major components: commitment; customer satisfaction; and efficient, error- free service. 1.Commitment – Your goal as a teller is to serve the customers in a manner that builds on the trusting relationship between banker and customer. 2.Customer Satisfaction – Customers expect to learn about new products and services that would be of benefit to them. 3.Efficient, error-free Service – Customers have the right to assume that every transaction involving one of their accounts will be free of error.

3. SECTION 2 – COMMUNICATION SKILLS Effective communication skills are essential in developing a strong customer relationship. Make greeting the customers an action, not reaction. Take notice of the verbal greeting you normally give people. Give a business related compliment. Build a professional relationship with your customers that is comfortable for both of you Acknowledge the customer’s departure with the same enthusiasm you showed in the greeting. Offer an explanation if a transaction or question makes it necessary to leave your work area.

4. PRESENTING A PROFESSIONAL APPEARANCE Pay attention to the elements of that image and take in what those elements say about you. Work Area Dress Grooming Posture Fad or personal expression

5. COMMUNICATING EFFECTIVELY Realize that many customers and bank employees speak English as a second language. Listen to customers without interrupting. Look at customers while they speak. Talk less. Listen more. Be conscious of the nonverbal messages you send. (Clothing, jewelry, grooming, facial expressions, eye contact, and gestures of your body) Hear all that customers have to say and to understand their needs. Do not make any judgments or draw any conclusions while the person is talking. Pronounce the customers name correctly. If you don’t know, ask. Do not talk or complain about a customers' business or banking habits.

6. COMMUNICATING EFFECTIVELY CON’T Treat all customers with the same respect. Avoid using bank language that customers might not understand and that might make them feel inadequate. Respect any customer’s preference for more personal privacy, anonymity, or social distance than you maintain with your more outgoing customers. Be patient with customers who make mistakes, are slow in their thinking or motion, have forgotten to bring necessary documentation, or do not understand you or some procedure. Take the time to explain procedures to customers as thoughtfully and as carefully as necessary, without treating them like children. Avoid offensive expressions such as “You can’t do that.” Use I’m no sure if that’s possible.” Be sincere, and be sure that sincerity is reflected in your voice.

7. UNDERSTANDING THE CUSTOMERS NEEDS Greet the customer Actively listen to the customer’s request Paraphrase and ask questions Resolve the customers concerns Close the conversation on a positive note

8. HELP CUSTOMER UNDERSTAND REGULATIONS As a teller, you should be able to explain the following regulations to your customers: Regulation CC Regulation D Regulation E Regulation DD Regulation B Community Reinvestment Act Regulation P

9. SECTION 3- DEALING WITH ALL KINDS OF CUSTOMERS Four Principles for handling difficult customers: 1.Listen 2.Stay Calm 3.Solve what you can 4.Follow bank policy

10. SECTION 4 – PRODUCT KNOWLEDGE SKILLS Take the time to learn and know the features and benefits of products. Characteristics of a Bank – Banks can provide cash through demand deposits, banks are highly regulated by either federal or state authorities, according to their charter, and the process for starting a bank is much more complex and extensive than starting most other businesses. Four Types of Products offered by banks: 1.Checking Accounts 2.Savings Accounts 3.Safe Deposit Boxes 4.Installment Loans