Achieving Teller Excellence

Presented by:
Honey Shelton

This highly motivating workshop continues to evolve as the premier teller workshop. Attended by tens of thousands of tellers across the country for over 20 years, the workshop enjoys exceptional reviews from participants.

Managers and head tellers say this program gets the point across about the responsibility the teller has in influencing the ongoing impression customers have of the institution. Here are some questions the program has answers for…

• Have a concern your tellers don't take pride in their work?
  
  
• Are you ready to reduce errors, eliminate balancing problems and increase adherence to dress code and other policies?
  
• Looking for ways to improve attitudes, customer service delivery and cross-selling statistics?
  
• Want some reinforcement to convince your tellers that what is expected of them can change quickly or that they need to learn to take the initiative on picking up the workload without prodding?

Throughout the program excellent tips and techniques will be explored that deal with the skill sets, attitude and knowledge a teller must acquire to achieve excellence.

This workshop will convince participants of several critical facts.

1. The teller position continues to be one of the most important jobs in your financial institution.
2. How a teller performs on the job is equally important.
3. Tellers earn a reputation on the job and with customers.

Check out these topics to be covered…

Follow Procedure - some procedures can save money, some can spare criticism from the regulators, and others can save time, a few help spare lives.

Maintain Flexibility - successful tellers must meet the need to be flexible whether that is the hours they work or the people they work with or wait on.

Manage Risk - tellers become expert risk managers as they meet the challenges of cashing checks, reviewing ID, responding responsibly to robbery training and other security issues.

Promote Sales and Provide Service - the "inside sales force" is the teller line and like all customer contact personnel the teller must always be aware of sales opportunities while providing exceptional service.

Master the Balancing Act - developing consistent habits in dispensing and receiving cash as well as becoming efficient with common, everyday transactions are the safeguards to balancing.

Keep a Positive Attitude - the one thing in life we all have an equal shot at, and complete responsibility for, is our attitude.

Beware of the Sticky Stuff - tellers have to learn how to deal with the difficult customer and how to demonstrate professionalism when dealing with difficult situations.

Who Should Attend
Your teller staff and all supervisors and trainers responsible for making a positive impact with tellers.

VIEW A 10 MINUTE SAMPLE
(requires Windows Media Player and IE).

About the speaker:

Honey Shelton brings the best of both worlds to her training sessions. As the former Executive Vice President of Texas' second oldest independent bank she was in charge of branch operations, marketing and training, therefore enabling her to see up close what is happening in the trenches. Plus, she has the depth of knowledge that comes with twenty plus years experience as one the nation's leading seminar presenters. As the founder of Houston based InterAction Training Systems, Honey has provided training to over a quarter-million professionals.

Honey began her career in the banking industry. Prior to founding ITS, she served as Vice President of Marketing and an Executive Committee member for a major holding company bank in The Woodlands, Texas. During her many years in banking, Honey began developing a passion for training others to succeed.

As a graduate of the School of Bank Marketing from the University of Colorado, she realizes the value of quality education. Honey invests time as a faculty member for banking schools around the country. She is a repeat presenter for most of the state banking associations and credit union leagues around the country.

Honey continues in her own personal pursuit of excellence. She has obtained certification in Reality Therapy from the William Glasser Institute and the Training and Development Certification Program at Texas A & M.

• Complete presentation (including slides and audio)
• Written Materials
• Follow-up Q & A

You have the right under this license agreement for this CD-ROM to use this presentation on a single-workstation. Use on a network is in violation of the copyright agreements. CD may be used by multiple users at a given institution but may not be placed on a network or in any other multi-user environment.