| Canadian bank has 930 Customer Relationship Coordinators (CRCs)
CRCs are first point of contact in the branch, and have opportunity to uncover needs and spot opportunity |
A new customer-experience model needs to be embraced; greeters must learn to be more than “transactional”
CRCs feel time starved – many customers to deal with so they are reluctant to ask questions and engage |
Significant change in listening skills and problem resolution skills
New levels of confidence and willingness to use the customer-experience model
Questioning remains a challenge. e-roleplay provided insights into some organizational issues influencing the reluctance to change |
