Bank Directors Seminar, Coeur d'Alene, ID, September 15-17, 2019

15. Training Needs: Sales, Product, Banking Industry, Systems and Reporting, Listening Skills, Communication Skills, Supervisory Skills, Rewards and Recognition Programs, Job cross training

16. Internal communications, meetings, "pep rallies" — Who is the Cheerleader?? Establishing a schedule or calendar of how often should we meet

17. Defining and Measuring the Quality of our Customer Service Mystery Shoppers Customer Surveys Overall, Branch and Personal goals? Follow up on new accounts and closed accounts Service recovery for errors and breakdowns in service "Overpromising" and "Violated expectations"

Ease.in Opening New Accounts and Maximizing Cross Sales Opportunities

18. Calling Program — goals, who participates, documentation, technology and support requirements, reporting

19. Strategies for Identifying our Top 25 Customers, Top 25 Prospects —developing specific customized "rifle approach" to retain or attract

20. Branching and Growth strategies — opportunities for expanding our market area

21. Evaluating the Adequacy and Efficiency of our physical Deliveiy Systems I supporting Customer Segmentation and our Product/Growth Strategies

22. Internet Banking and Technology strategy

23. Call Center -- a Delivery Channel Right for Our Bank?

Remember:

Market Segmentation — Who are our Customers? Communication of Expectations and Goals Establishing Priorities Training: Sales skills, Product knowledge, Communication and Listening skills Cooperation and Teamwork Motivation: Recognition and Compensation Measurement of Results and Successes Monitoring and Feedback Revising as Necessary

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