Model Bank CSR Training Manual

Everything You Need to Train Your Customer Service Representatives Easily and Affordably.

Author: Cornelia Matthews
Format: 3-Ring Binder with CD
Frequency: 2 updates annually
Price: $499
Plus shipping and handling.
Sales Tax: for NY, TX, DC, CT orders only.

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You can review this product for 30 days. Your annual subscription includes published updates at no additional charge for the 12 month subscription period. At least 2 updates are expected. If you cancel your subscription within 30 days of receipt, you will receive a full credit upon return of the product together with a request for cancellation.

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Efficient, effective customer service representatives (CSRs) are a key element of your bank’s competitive efforts. And you’ve got to be sure they understand your policies, your products, and your operations to make things run right.

This manual is all you need to train these front-line people easily, effectively, and affordably. It's affordable enough to do with every CSR, and can be closely monitored and reinforced so you can be sure it’s really sinking in. It explains everything from customer service to bank secrecy, and all the pieces come in one convenient 3-ring binder:

Supervisors can use the trainer’s guide to develop and implement an effective training program.
Your CSRs learn what they need to know to sell your services and adhere to your bank’s policies and procedures.
The CD with the CSR training manual, in the word processing software of your choice, enables you to quickly adapt the training manual to your specific needs and print copies for every CSR.
Your CSRs will learn to sell and cross-sell your bank’s products and services more effectively, and to work better with current customers and new customers.
The training also helps CSRs interact with your bank’s operations area more smoothly and ensures they understand your bank’s policies and procedures for staying in compliance with Truth in Savings, Reg CC, the Bank Secrecy Act, and more.

About the Author

Cornelia Matthews is owner of Cornelia Matthews and Associates, a financial consultant firm specializing in operations productivity reviews, human resources department organization, and related programs. The firm also specializes in operations training programs and manual development.

Ms. Matthews has more than 35 years of banking experience in operations, data processing, and staff training and 12 years of experience in bank equipment marketing and sales. She has 17 years of experience as an instructor for the American Institute of Banking. Ms. Matthews is a well-known speaker and workshop leader for such organizations as Columbia State College, Financial Women International, Clemson University, Vanderbilt University, and Bank Administration Institute. She has written other training manuals for Sheshunoff Information Services and articles for industry publications.