Session 6: WOW! Service and Growing the Bank
Stakeholder Service Excellence
• Serving Your Key Stakeholders
• The Evolving Banking Business and the Customer Experience
• The Power of Word-of-Mouth Marketing
• Branding 101: Building the Bank’s and Your Personal Brand
• Defining and Building Client Loyalty
• Providing Service that WOW’s
• Customer Service Standards
• Effective Communication Strategies
Growing the Bank
• Growing the Bank is Everyone’s Job
• The Banker’s Role as a Trusted Advisor
• Proactively Helping Customers
• Building Profitable Relationships
• Tips For Successful Networking
• Business Development Strategies for All Bankers
• Giving Back to Your Community
Who Should Attend: New bank employees in all roles/departments and bank directors new to banking, management trainees, and bank veterans who are looking to broaden their banking knowledge.
Benefits of the Series:
• Establish a strong foundational knowledge of banking in the United States
• Expand banking skills and knowledge in a focused learning environment
• Interact and network with other bankers in a virtual environment
• Understand the variety of banking career opportunities
• Improve cross functional contributions and performance
• Prepare for Graduate Schools of Banking
• Know how your bank makes money
• Interpret your bank’s financial statements
• Define commonly used banking terminology
• Develop a mindset of service to all stakeholders
• Contribute to your bank’s growth and profitability
Attendees are required to:
• Have Zoom virtual meeting access
• Interact with facilitator and other participants in a live, virtual environment
• Actively participate in all activities and exercises
• Complete assignments
• Have a working computer with a microphone and speakers or phone access
• Participate in chat discussions
Facilitators:
Josh Collins has been creating content and facilitating courses as part of the Drexler Consulting team for the past year and a half. He has twelve years of banking experience serving in various leadership roles in retail banking, human resources, and talent development. Josh’s background includes developing and facilitating banking, customer service, and leadership and culture development training programs. Josh is a graduate of The University of Georgia and is SHRM-CP certified. Josh enjoys equipping and encouraging bankers to grow their personal skillsets and build strong teams and cultures to maximize results for themselves and the banks they serve.
Christie Drexler is the Owner of Drexler Consulting, LLC, a financial services consulting and training business focused on developing purpose-driven, competent, servant leaders in all roles of banking. In association with Performance Solutions, Inc. and Dianne Barton, Christie has offered training and consulting services through Drexler Consulting, LLC, for the past five years.
In addition, Christie has twenty-six years of direct experience in the financial services industry, working for both community and large regional banks. Her experience has been expansive to include successfully navigating retail and commercial banking careers. She has served as Division President, Market President, Chief Credit Officer, Chief Retail Officer, and Regional Sales & Service Manager. Christie has a B.S. in Finance from Berry College and an MBA from Georgia College and State University. She is a passionate facilitator and coach who strives to live the values and leadership strategies she teaches in her training programs.