How do you train your tellers to listen and empathize with customers?

1 Set clear expectations

The first step is to communicate to your tellers what you expect from them in terms of listening and empathizing with customers. You can use your bank's mission, vision, and values as a guide, and define specific behaviors and standards that reflect them. For example, you can ask your tellers to greet customers warmly, use their names, maintain eye contact, ask open-ended questions, and acknowledge their emotions and needs.

2 Provide feedback and coaching

The second step is to monitor and evaluate your tellers' performance and provide them with constructive feedback and coaching. You can use different methods, such as mystery shopping, customer surveys, peer reviews, or direct observation, to assess how well your tellers listen and empathize with customers. You can then share the results with your tellers, praise their strengths, identify their areas for improvement, and offer them suggestions and resources to enhance their skills.

3 Reward and recognize

The third step is to reward and recognize your tellers for demonstrating listening and empathizing skills with customers. You can use various incentives, such as bonuses, prizes, certificates, or public recognition, to motivate and appreciate your tellers. You can also create a culture of recognition, where you encourage your tellers to acknowledge and celebrate each other's achievements and contributions.

4 Model and share

The fourth step is to model and share listening and empathizing skills with your tellers. You can do this by setting an example of how you interact with customers and colleagues, and by sharing your own stories and experiences of listening and empathizing. You can also invite your tellers to share their own stories and examples of how they listen and empathize with customers, and how it benefits them and the bank.

5 Train and practice

The fifth step is to train and practice listening and empathizing skills with your tellers. You can use various methods, such as workshops, webinars, role plays, simulations, or games, to teach your tellers the theory and techniques of listening and empathizing. You can also provide them with opportunities to practice their skills in real or simulated scenarios, and to receive feedback and guidance from you or their peers.

6 Review and improve

The sixth step is to review and improve your tellers' listening and empathizing skills regularly. You can do this by measuring and tracking your tellers' progress and performance, and by soliciting feedback from your customers and your tellers. You can then use the data and insights to identify the strengths and weaknesses of your tellers' skills, and to adjust your training and coaching strategies accordingly.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?