BNK503SEM: Role of Professional

Tellers
TOPIC 7 : Relationship Building
LECTURE 7
Semester 1

Prepared by:T.Yavalanavanua 1
Outline
• Apply Flexibility – An Important Attribute for
Frontline Staff
• Examine the Relationship Building
• Evaluate Ten Ways to Enhance Job
Performance
 Flexibility – An Important Attribute for
Frontline Staff
• Flexibility:
 Someone who is able to adapt to change.
 Attributes :
*deal effectively with your varying job
responsibilities and with many types of people
you will deal with daily.
 Relationship Building
• Example :
 Mr. Tom is first in line today. He’s a prosperous
local businessman who is friendly and
intelligent.
 He is also quiet conservative, a leader in
community affairs, and the father of three
grown children.
 Relationship Building
 Ms. Dora is at your CSR desk. She’s a widow in
her late 80’s who is hard of hearing and often
confused.
 Today, once again, she can’t seem to
understand why “that nice branch manager”
who retired four years ago, isn’t at his desk.
 Relationship Building
• Behind Mr. Jerry is the teenager, people refer
to as Jerry Jill. His long hair often needs
combing, and his faded jeans are frayed and
worn.
• He greets everyone he knows with a cheerful
“Hey Dude!”.
 Relationship Building
• Your next customer is Ms. Tweety Bird.
Dressed in an immaculate nurse’s uniform,
she’s on her way to the local hospital.
• Right now, Tweety’s frowning, looking at her
watch and tapping her foot because she’s
going to be late for work but has to report her
debit card missing.
 Relationship Building
• These situations will continue all day,
presenting a variety of people with whom you
must deal with.
• Every person is different:
 Job will be more interesting and exciting if you
handle unexpected customers.
 Relationship Building
• Never prejudge someone on the basis:
 age, gender, race, religion, politics, physical
features or mental attitude.
 Don’t allow your personal opinions to color
your dealings with others.
 Every customer is important. Each one makes
a contribution to your bank and its operations.
 Relationship Building
• What Do Customers Want
 Technology driven convenience and 24/7
access to their money.
 High interest rates on their checking accounts
and low ones on their loans.
 Lots of product choices and limited fees,.
 Automated teller machine fees banished to
the dustbin of bad ideas.
 Relationship Building
• Transaction records kept private and their
Internet transactions secure.
• Short Teller lines with fast processing.
• Consistently good service.
 Relationship Building
• Ask them what they like or dislike about their
Bank.
• Put yourself in their shoes.
• Ask the customers whom they rely on for
financial advice
 Relationship Building
• Why do they Select Them?
 They trust them! They feel friends and
relatives will have their interests at heart.
 They have a relationship with them.
 Relationship Building
• Relationship Building should teach you that:
 People want to be known. They want their
 Needs and wishes to be understood.
 Treated with respect, which can translate to
simple acts like contacting them or asking
them questions.
 Someone who’ll look after them and want
them to succeed.
 Relationship Building
• Service provider who demonstrates a genuine
interest in the people themselves is the one
who will get and retain them as customers.
 Financial Institutions that have figured that
out are investing in customer relationships
and by doing so are differentiating
themselves.
 Relationship Building
• As an industry observer has defined their
business through the eyes of the customer
instead of defining the customer through the
eyes of their business.”
Ten Ways to Enhance Job Performance

1. Establish and Maintain Rapport

2. Offer Help and Assistance:
3. Recognize and Respond to Special
Physical/Mental/Behavioral Problems
4. Relate Procedures to Individual Needs:
5. Generate a Positive Attitude in Others
Ten Ways to Enhance Job Performance

6. Handle Awkward Situations.

7. Protect Financial Interests
8. Obtain Cooperation
9. Communicate in Easy-to-Understand Terms
10. Promote Acceptance of Financial Institution
Procedures
 Practice Productive Work Habits
• Quality of work: employees are judged by
their management and co-worker.
• Practice good work habits: accurate and
productive.
 Practice Productive Work Habits
• Basic Rules for Productive Work Habits:
1. Be careful:
 work at the speed the task demands
 excessive rushing can produce errors,
 Too much caution may impede your
productivity unnecessarily.
 Practice Productive Work Habits
 fully concentrating on the job at hand-
something that you may find difficult with
phones ringing and customers asking
questions and interrupting them.
 Practice Productive Work Habits
2. Be Organized :
 efficient and productive people are both well
organized and careful.
*Steps to organized work environment:
1. Get rid of odds and ends at or near your
window or desk : avoid losing important papers
among non-essential ones.
 Practice Productive Work Habits
2. Keep supplies that you need in their place:
Avoid customers from waiting while you search
for a stapler or paper clips.
3. Keep a supply of needed forms in an orderly
arrangement near your window.
4. Use a calendar properly: List your important
work deadlines and check off each items as you
complete it.
 Practice Productive Work Habits
5. Keep written notes instead of trying to
remember everything.
 Kinesics (Body Language)
• Study of body movement and gestures that
serves as a non-verbal communication.
• Communication process:
 Listening to customers and answering their
questions are critical elements.
 Body language and non-verbal communication
affects communication.
 Kinesics (Body Language)
• We often communicate with each other
without speaking communicate.
• We do this with a handshake, with our
appearance, and with our body movements.
• Handshake:
 more than just a social custom.
 firm handshake tells the customer you like
them and are pleased to see them.
 Kinesics (Body Language)
 “Firm” does not mean a bone-crushing grip.
 Weak handshake or no handshake at all may
be associated with an impersonal or uncaring
attitude.
 Space you occupy and control, such as your
desk:
*send a strong signal to your customers about
your sense of professionalism.
 Kinesics (Body Language)
*the respect you have for the customer, and the
quality of customer service you provide.

• Desk that is clean, uncluttered and well

organized:
 customer will feel his or her business is going
to be taken care of in an organized and
careful way.
 Kinesics (Body Language)
• Half of our messages are communicated
through body language:
 Facial expressions,
 postures, hand gestures,
 arms and legs position,
 eye movement
All make a difference in communication.
 Kinesics (Body Language)
• Hand Signals:
 Hand gestures can be quiet representative of
what a person is thinking and feeling.

• Examples of what hand gestures may

indicate:
 Undue pressure: tightly clenching or wringing
hands
 Kinesics (Body Language)
 Snugness and/or self confidence: Joining
fingertips together to form a “church steeple”
 Superiority and authority: Joining hands
behind back while standing
 Doubt: Gently rubbing in back or beside the
ear with the index finger
 Kinesics (Body Language)
 Unsure about” what you’re saying : Casually
rubbing an eye with one finger –
 Confidence and superiority: leaning back with
both hands supporting the head
 Hiding something: Cupping one or both
hands over the mouth, especially when
talking.
 Kinesics (Body Language)
• Boredom: Placing the head in an open palm
and dropping the chin in a nodding fashion.
• Interest or considerate: placing a hand to
cheek or stroking the chin.
• Critical evaluation of what you’re saying:
*Pinching the bride of the nose with eyes
closed
*Placing a forefinger near the nose with the
chin resting in the palm of the hand
 Kinesics (Body Language)
• Body Signals:
 Indicate how people communicate and pass
on a message.
 Sensitive to own body language when:
• tired or ill
• preparing to begin another task
• dealing with an upset customer
 Kinesics (Body Language)
• during the period shortly after you have dealt
with an upset customer.

 Appearance:
• communicate a great deal about what we think
about ourselves and our jobs.
• Well-groomed appearance:
* professional and that you take your job
seriously.
 Kinesics (Body Language)
*means you will handle business as a
professional.
 Concise Dictionary of Business Body
Language
• Happiness or Satisfaction:
 Smiling
 Enlarged Pupils
 Relaxed Posture
 Serene Facial Expression
 Free, Unrestrained Movement
 Concise Dictionary of Business Body
Language
• Unhappiness or Dissatisfaction
 Frowning
 Constricted pupils
 Tense posture
 Pursed lips, Furrow Brow, Flared nostrils
 Rigid body with lack of movement or nervous
movement
 Concise Dictionary of Business Body
Language
• Agreement:
 Nodding
 Winking
 Smiling
 Concentration, followed by Relaxation
 Continued serene Eye Contact
 Concise Dictionary of Business Body
Language
• Disagreement:
 Shaking the head side-to-side
 Frowning
 Crossing the arms
 Pursing the lips
 Concise Dictionary of Business Body
Language
• Interest or Receptiveness:
 Serene eye contact
 Body stillness
 Even breathing
 Arms folded loosely over the lower body
 Concise Dictionary of Business Body
Language
• Disinterest or Distraction:
 Glancing away
 Hunched shoulders
 Arms crossed over chest, placid expression on
the face
 Vacant eyes
 Sighing
 Fingers drumming or tapping on desk
 Concise Dictionary of Business Body
Language
• Anger or Irritation:
 Accentuated breathing
 Intense, aggressive eye contact
 Arms folded on chest, taut face
 Fists clenched, or hands gripping desktop
 Concise Dictionary of Business Body
Language
• Disbelief:
 One eyebrow raised
 Crooked smile
 Shaking head side-to-side
 Titled head
 Concise Dictionary of Business Body
Language
• Surprise:
 Both eyebrows raised
 Pupils enlarged
 Attention directed to speaker suddenly
 Concise Dictionary of Business Body
Language
• Decision-Making in Progress:
 Eyes directed to ceiling and blinking rapidly
 Vacant gaze, Turned away
 Standing, followed by pacing back and forth
 Concise Dictionary of Business Body
Language
• Decision has Been Made:
 Deep intake of breath, followed by a relaxed
sigh
 Release of facial tension followed by a smile
or earnest eye contact
 Concise Dictionary of Business Body
Language
• Superior Status:
 Taking central spot in meetings
 Speaking without seeking permission
 Initiating and terminating most interactions
 Exhibiting dominant behavior, such as
standing taller in confrontations
 Dispensing of approval, such as patting people
on the back.
 Concise Dictionary of Business Body
Language
• Subordinate Status :
 Taking peripheral place in meetings
 Seeking permission before speaking
 Waiting for dominant individual to initiate or
terminate most interaction.
 Exhibiting submissive behavior, such as curling
shoulders forward, in confrontations
 Seeking approval
References:
• Sandra Robarts. “Model Teller/CSR Training
Manual with Trainer’s Guide”, Chapter 1: The
Role of Frontline Staff; Sheshunoff Information
Services, Version 12.0, United States of
America. pp. 39-50.
 End of Lecture
Thank you for your attention
Questions?
Head to the Moodle Topic 7 discussion forum
and post them