The Perfect Hour for Tellers (“Perfect Hour”)
The Perfect Hour is simple in concept, yet all-encompassing in its detailed implementation tactics. It prepares the organization to differentiate itself from competitors by ensuring development and consistent implementation of the specific teller behaviors that drive increased client perceptions of service quality. It will also increase quality referrals. Both of the foregoing ultimately produce increases in revenue, client satisfaction and retention, as well as teller job satisfaction and pride.
The objective of the Perfect Hour is to guarantee that, for least one hour, tellers deliver perfect service to clients. This hour is then expanded with the objective of providing a consistently perfect experience to clients on an ongoing basis.
The Perfect Hour is delivered in simple, brief, bite- sized learning exercises by the local branch manager or supervisor. Because the skills taught in the Perfect Hour relate to everyone in the branch, typically the entire team engages in this fun, highly motivational and effective Performance Solution.