| Business Case |
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Bank Teller Customer Engagement & Referral Program |
TARGET AUDIENCE
- Tellers
- Supervisors
- Branch Managers
- District Managers
SITUATION
A customer-focused bank realized the importance of rewarding and recognizing associates for being knowledgeable and engaging with the customer. Resulting in quality referrals and heightened customer satisfaction.
OBJECTIVES
- Engage tellers in learning and improving their customer relationship building skills
- Empower teller supervisors to coach and recognize their tellers for improving and developing new skills
- Foster a team environment of learning, sharing, and winning together as teams identified and sold more service to new and existing customers
SOLUTION
The solution was to implement an online reward and recognition platform to enable easy and meaningful recognition of Branch Associates for:
- Using the Customer’s name during a transaction
- Making a Customer Referral
- Engaging the Customer
- Educating the Customer
- Knowledge Sharing – Knowledge Seeking
- Willingness to Learn
- Helping Other Employees
- Referral Attempts (Effort)
- Overcoming an Objection
- Demonstrating Customer relationship building skills and behaviors
- Team Rewards for Referrals
| Avg # referrals per teller per month | Points | | 5 | 5,000 | | 10 | 10,000 | | 15 | 20,000 |
COMMUNICATIONS
To jump-start the program District Managers held District-wide meetings with Management to introduce the new recognition program and build excitement
- Announcement flyers were distributed to all participants
- Email blasts and updates on activity and standings were circulated
- Mid Program communication chair drops for all Tellers and Supervisors promoted the value of recognition to keep it top of mind
Smart FEATURES
Web Platform: Everything necessary to participate in recognizing each other was available online. The program used a Point-based reward system redeemable for high-quality merchandise. Tellers could take quizzes and redeem On-the-Spot cards.
Learn & Earn: Tellers and Supervisors earned Points for passing quizzes on product features, service skills, and company information.
On-the-Spot Cards: Managers and Supervisors had On-the-Spot cards to recognize their Tellers for doing the right things right. These rewards are easy to use and add an element of excitement to the program.
RESULTS
- Managers valued the On-the-Spot recognition cards to encourage average performers
- Knowledge quizzes improved Teller confidence
- Referral activity was sustained in a tough retail climate
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