The Emerging Customer Experience

Virtual Learning  
Thursday, May 18, 2023 9:00 AM - 4:00 PM   iCalendar Central Standard Time

Live Streamed via Zoom

Banking, like the world, has changed dramatically in a few short years. A new banking workforce, a new generation of clients, new technology, and new methods of communicating and transacting banking business require an updated approach to providing exceptional client service. This workshop focuses on the essentials of today’s banker needs to consistently deliver exceptional and referral-worthy client experiences, with the goal of building loyal, long-term, and profitable client banking relationships.

Learning Objectives

  • Defining the Client Experience in 2023
  • Building a Service Organization - Partners in Service
  • Understanding the Critical Role of Client Service and “Word of Mouth” in Growing the Bank
  • Delivering Banking that is Consistent, Friendly, Professional, Efficient, Responsive, and Accurate
  • Leveraging Technology to Deliver Superior Client Service
  • Transitioning from Order-Taking to Relationship Building
  • Effectively Communicating Verbally and Non-verbally, Via Telephone and in Writing
  • Rediscovering the Art of Conversation in a High-Tech Age
  • Speaking the Language of Service: Turning Killer Phrases into Winning Phrases
  • Helping the Client: Assessing Needs and Explaining Benefits
  • Communicating with Empathy and Clarity
  • Developing Time Management Skills to Improve Service and Results
  • Onboarding New Customers for a Smooth Banking Transition
  • Effectively Solving Problems and Resolving Client Complaints
  • Exceeding Expectations of Today’s Generations of Clients
  • Committing to the Platinum Rule: Flexing Your Communication Style

All bank team members in client-contact roles or leading client-contact teams

Christie Drexler has over 26 years of experience in the financial industry, serving community and regional banks. Her experience has been expansive, including successfully navigating retail, operations, treasury services, and commercial banking careers. She has served as Chief Retail Officer, Chief Credit Officer, and Market/Division President. Christie is a passionate facilitator and coach focusing on developing competent, caring, and impactful leaders in all banking roles.

Fee Per Person
Member $265
Nonmember $445

Virtual Learning