Spotting Opportunities and Making Referrals

Our best strategy for keeping depositors loyal is deepening the relationship we have with them. In this webinar, frontline and call center staff will learn to take their customer service skills to the highest level by looking for opportunities to promote products and services that provide solutions for depositors.

Recorded Thursday,
May 16th, 2024
Presented by Janice Branch
2h total length
$299.00 or 1 Token

Includes: 30 Days OnDemand Playback, Presenter Materials and Handouts

  • Customer Service
  • Management/Employee Development
  • Sales
  • Teller
  • Branch Manager
  • Customer Service Representative
  • Deposit Operations Manager/Specialist
  • Human Resources Officer
  • New Accounts Representative
  • Private Banker
  • Teller
  • Training Manager
  • Trainer

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Institutions have a vast array of products and services that many depositors need and want. The people who interact with depositors daily - frontline and call center employees - have a unique opportunity to promote these solution and grow the relationship.

Frontline and call center staff are expected to assist the depositor not only with transactions and questions and concerns but to listen to the life events shared by the depositor. These shared life events can become an opportunity for the institution to provide solutions. In this webinar, you'll learn how to become comfortable offering products and services that help meet depositors’ needs.

What You'll Learn

  • Changing Our Mindset
  • What Preparation Entails
  • Product and Service Customer Targets
  • Building Product Matching Guides
  • Using Curiosity to Build Relationships
  • Multiplying Referrals

Who Should Attend

All frontline and call center staff would benefit from this webinar, as well as trainers and supervisory personnel.

Janice Branch

Instructor Bio

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.