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Welcoming Customers in Bank Branches
Every customer interaction can strengthen or undermine trust. Refine your listening skills, clarify requests and provide an appropriate response, including in sensitive situations. Develop relationship practices that make customer reception and follow-up more consistent and professional.
- Duration
- 3 days 21 hours
- Code
- FMB25FR Code
Presentation
How should a customer be welcomed? How can you create the right conditions for a productive conversation with a customer or prospect in a branch, meet their needs and expectations and comply with regulations? The primary aim is to achieve your organisation's sales objectives.
Objectives
This course aims to help you:
- Understand customer relationship challenges.
- Make every employee aware of the importance of a high standard of customer reception.
- Use non-verbal communication when welcoming customers.
- Defuse conflict situations during customer interactions.
- Improve sales effectiveness by selling more and selling better.
- Encourage referrals and recommendations.
Program
INTRODUCTION
- How revenue is generated and the associated requirements.
- The fundamentals of welcoming customers
- Customer relationship challenges.
- Establishing rapport and welcoming customers effectively.
- Adapting to different types of people.
- Understanding yourself as a communicator.
- Establishing a successful relationship
- Non-verbal communication: the importance of the image we project.
- Speaking skills.
- Making the most of the first customer contact
- Tension and conflict: defusing aggressive behaviour.
- Selling more and selling better.
CONCLUSION
- Handling unplanned customer meetings.
Audience
New entrants.
- Counter staff.
- Cashiers.
- Customer relationship managers.
- Branch managers.
Cette formation s'adresse aux profils suivants
Prerequisites
None.
Teaching and assessment methods
- Initial skills assessment
- Training materials provided to participants
- Continuous assessment throughout the course
- End-of-course feedback questionnaire
- Combination of theory and practical application
- Attendance records
- Post-course follow-up evaluation
Dates and sessions
Choose the date and delivery format that suit you.
No upcoming sessions are currently available.
Last update: 23/09/2026