Essential Teller Issues

Presented by: Honey Shelton








Rated the most dynamic teller training experience in the country, this high impact webinar is two hours you will want all your tellers to invest in. Recently revised, the webinar zeros in on six modules that remind the teller of the importance of what they do, how they do it, what they say and how they deliver customer service.

The webinar emphasizes the importance of professional maturity, following procedures, scrutinizing each and every transaction, providing extraordinary service, mastering cross-selling and balancing! It will be an information-packed, attention grabbing, fast-paced webinar for the new teller as well as the veteran.

Here's what we'll cover:

1. Professional maturity
• Gain flexibility
• Polish your image
• Reputation management
• Manage your emotions
• Maintain confidentiality
• Practice courtesy and kindness
2. Follow procedure
• Accuracy and consistency
• Handle cash like a pro
• Robbery preparedness
• Vigilant compliance
3. Scrutinize transactions
• Verification concerns
• Check cashing guidelines
• Identification rationale
• Examining endorsements
• Know your money
• Scams and fraudulent schemes
4. Provide extraordinary service
• Make their day
• What the customer wants
• Effective communication
• Five habits of highly successful tellers
5. Ace cross-selling and referrals
• Product knowledge proficiency
• Be inquisitive, engaging and prepared
• Spot opportunities; start conversations
• Suggest solutions; share information
6. Master the balancing act
• Ten things you must do
• Six things you never do
• Avoid outages and interruptions
• Halt transpositions

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.


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

CD-ROM includes:

• 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.

This program was recorded in its entirety in August 2012. The CD-ROM includes program slides, materials (if available) and follow-up Q & A document.