Model Teller/CSR Training Manual with Trainer's Guide

Model Teller/CSR Training Manual with Trainer's Guide

Tellers and customer service representatives are the face of your bank— they have more contact with customers than anyone else. Therefore, it is essential that frontline staff be well trained to help secure your bank's image and differentiate it from its competition.

This bank teller Training Manual focuses on how your bank can train your tellers and customer service representatives to meet the demands of today's banking industry—dealing effectively with customers, performing job responsibilities efficiently, and following bank policies, while projecting and maintaining a professional image for the bank.

The manual contains a Trainer's Guide section separate from the Training Manual. This section provides answers to all review tests and quizzes, as well as teller training material to assist the trainer in guiding new frontline staff through each training chapter. The chapters in the Training Manual follow a logical progression in training new tellers and CSRs, from the role of frontline staff in the bank to understanding banking regulations and security issues.

You can easily work with the chapters to tailor the manual for your financial institution.

• The bank teller Trainer's Guide and Training Manual sections make it easy to create your training program.
• The manual offers guidance to help you choose a trainer and set up and run your program.
• Sample questions and discussion topics for your class help the trainer reinforce the material.
• Exercises help your trainees use the skills and information they're learning.
• Each chapter in the Training Manual includes plain English explanations of complicated rules, exercises to reinforce the concepts, and lots of examples to clearly illustrate difficult issues.
• Ten chapter review tests and more than two dozen quizzes, focusing on bank teller operations, specific issues, or regulations that can be used for a more in-depth testing of knowledge.
• Periodic updates make it easy to incorporate new regulations and activities into your teller/CSR training program.

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