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Spotting Opportunities and Making Referrals
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 Export to Your Calendar 10/25/2019
When: Friday, October 25, 2019
Where: United States

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Photo: Janice Branch

Spotting Opportunities and Making Referrals

Friday, October 25, 2019

9:00 am - 11:00 am MT

Janice Branch

Starting at $265

Can’t attend? OnDemand playback is included.
2.5 CE Credits

The two most important factors in any customer engagement are: 1) Processing transactions accurately and efficiently and 2) Expanding the relationship. Every client encounter presents opportunities to engage the customer. Customer engagement opens the door to uncover a need not being met. Alert, attentive frontline staff can spot and act on introducing a new product or making a referral to a specialist.

The keys to successful referrals and cross-sells are preparation and curiosity. Preparation involves knowledge of the institution's offerings and best matches of products and services to meet customer needs. Curiosity about the customer leads to engagement that can provide discovery of a life event, need or problem that an attentive call center agent or branch staff person can offer a solution or a referral that results in a satisfying match.

Covered Topics

· Changing your Mind-Set

· Preparation: What Does It Entail?

· Product and Service Customer Targets

· Building Product Matching Guides

· Using Curiosity to Build Relationships

· Curiosity-seeking Questions

· Multiplying Referrals

Who Should Attend?

Tellers, Call Center Agents, Frontline Staff, and anyone that engages with customers.

About The Presenter

Janice Branch has been a senior training consultant for InterAction Training for twenty years. She is a very seasoned presenter that has all the right stuff to wow her participants about the subject matter. Prior to joining InterAction Training, Janice was the Senior Manager of Training for Consolidated Communications where she managed, designed, coordinated and presented training programs for this multi-state telecommunications company with over 1000 employees.

Whether it is teaching how to coach, manage, lead, negotiate, service, sell or train at every level in an organization or if it is consulting on problem solving and servant leadership, Janice is the "go-to" person every bank wants to hear from. Participants appreciate her "been there, done that" humor along with her expert ability to facilitate learning.

Janice has obtained a Bachelor of Business Administration with a major in Management from Almeda University and is certified by the University of Houston in Leadership and Management. In addition, Janice has obtained trainer certifications from Achieve Global and Development Dimensions, Inc.

A native Texan she enjoys many pursuits in addition to teaching and learning but none more than being a grandmother and tending to her ten acre home in Montgomery, Texas just north of Houston.

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