Customer Service in the Age of COVID-19
Friday January 29, 8:30 -9:30 a.m.
Nothing Fails like Success! 2020 has been an interesting year to say the least. First bank lobbies closed, now they are back open but what does that look like? And most importantly, what are customers’ expectations? How should your team respond? What protocols should be in place? Successes during this pandemic have been happening; however, these successes can breed complacency in service levels. During these trying times, there is a need for relentless commitment to continuous improvement. During this session you and your will:
- Review current research regarding employee and customer expectations and reactions
- Learn procedures that will help your team feel safe and deliver high quality service while maintaining safety requirements
- Exceed customer expectations by surprising and delighting them. All community banks say their differentiation is in their service. Now is the time to prove it.
This can mean the difference between gaining new accounts and customer loyalty and losing valuable customers for good.
Connie West, The James Paul Group,
has more than 20 years of experience in community banking. She is proficient at developing individuals and teams with an emphasis on driving results for profits. Her consulting expertise enables her to create programs that increase revenue through measurable customer acquisition and retention. She has won several industry awards for results driven campaigns, has been featured in industry publications, and is a frequently requested speaker at industry conferences. Prior to joining The James Paul Group, Ms. West worked in various capacities within the financial services industry including as a teller and marketing officer with United National Bank.
Who Should Attend
Branch managers, supervisors, and all team members because everyone is a leader in their own space.
||Individual Session (s) Additional Location
|IBC Education Program Member
|IBC Non Members
Pricing is per connection. The webinar will be conducted live via
GoToWebinar. Registration and logon information will be emailed prior to the program. Registration deadline is Friday, January 15, 2021. Cancellation Policy:
Written cancellation (email acceptable) must be received on or before Friday, January 15, 2021, and will be subject to a $50 cancellation fee. NO refunds will be granted after Friday, January 15, 2021; however, a substitute may attend. The IBC reserves the right to cancel any program for which there is insufficient funds to cover the expense of the program. In the event of cancellation by the IBC you will be notified by either phone or email.