Creating the optimum banking experience covers a lot of ground today – from streamlined service and improved security like cash recyclers and ATMs, to a clean, organized bank – including the customer-employee relationship.
How your team interacts with customers is a key reason why they either come back or switch to a competitor. Creating the perfect experience spans two main elements: verbal communication and body language.
Here’s how to better talk to your customers at your bank:
Avoid negative body language
Improving verbal communication is often easier than fixing negative body language. That is why you should emphasize the latter to your employees.
Body-language habits to address include:
- Eye contact – Strong eye contact can establish trust and respect.
- Proper posture – Slouching can make your employees seem uninterested in your customers, while standing up straight has the opposite effect.
- Crossed arms – Crossed arms are often a signal of defensiveness. You want your bank to be warm and inviting.
- Checking the time – Whether needed or not, employees should refrain from clock-watching while working with customers.
In many cases, body language can say more than words ever could. A problem one of your employees is dealing with in their personal time can cross over into the professional sphere, and this can have a negative impact on the customer relationship – intentional or not.
Focus on the positive
The next part of a solid customer-employee experience is the verbal communication. How your team talks to people is the foundation of a prosperous bank.
Here are three ways to ensure positive communication:
1. Find the silver lining
Things aren’t always great – especially in a business setting – but employees have to remain positive. If a customer comes to them with a problem, they need to have viable solutions. It is worthwhile to practice timely responses, in-depth feedback and more personalized customer service. This will help everyone from locking in on the negative.
2. Avoid complicated jargon
Simplicity is key for financial services. Clients may have complicated questions, but the answer should be free of industry jargon and tricky concepts. Employees should instead talk to customers with their technical knowledge in mind, explaining ideas as needed.
3. Ask for more information
Employees should always be on the lookout for problems and concerns among your customers. The best way to find out is by asking questions. Make sure your team is actively engaging your customers in conversation.
How you talk to customers at your bank will set you apart from your competitors, and it will be the groundwork for strong customer service for years to come. With the right technological tools that free up time to interact with customers, your branch can dedicate more energy on the consumer experience.