Program Description:
Customers demand exceptional service, you want to deliver it. Yet there are some who want to exploit it. The frontline staff has to balance all of these demands and perils on a daily basis. This program will provide innovative ways for the front line staff to engage in customer service practices that delight customers, but deter bank robbers. The core of the program will focus on policies and practices that all staff members can include in their daily routine that will enhance the safety and security issues at your financial institution.
This 2-Hour Webinar Covers:
- Customer service practices that deter robbers
- Incorporating sound customer service practices into all three stages of robbery safety training, Before, During and After
- Creating Deterrence Halos
- Planning for the unexpected
- Personal Safety when Arriving to Work
- Opening Procedures & Daily Routines
- Understanding alarm and camera operations
- Procedures for suspicious activity
- Robbery Response Programs
Who Should Attend:
This program has been developed to assist anyone who has direct dealings with customers, such as Customer Service Representatives and Tellers. But others are impacted as well, such as loan officers, financial planners, brokers, or couriers. Senior management, compliance officers, and auditors will also benefit from this information, as well, as they often are the ones who must draft the written security programs, administer them, and audit them.
Presenter:
Jim Rechel is president of The Rechel Group, Inc., a risk-consulting firm headquartered in Cincinnati, OH. He is on the board of The Institute for Criminal Justice Education, Montgomery, Alabama and a member of numerous national organizations, and is a certified financial security officer.
Prior to working for The Rechel Group, Inc, Rechel was vice president for Fifth Third Bank headquartered in Cincinnati, where he held positions in various departments, including Retail and Lending, and Security Director.
Rechel received a bachelor's degree in business administration from the University of Cincinnati in 1982. He graduated from the FBI Academy in 1985 and was a special agent with the FBI in Selma, Alabama, for three years. Over the last 15 years, he has conducted workshops and seminars for more than 1000 professional organizations, and over 75,000 individuals.
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