Helpful Phrases
Suggested Strategy: Building a library of helpful phrases will help your
teller that struggles to provide a good member service experience with
a tool to depend on. Bring awareness to this area of concern using self-
reflection and a shared commitment to their success.
Suggested Questions:
ā Teach Me : What do you think is the importance of using helpful phrases as it relates to a good member service
experience? How well do you think you do with delivering
these helpful phrases?
ā Rating Question: If you had to rate yourself on your ability to deliver helpful phrases on a scale of one to six, one being I
really need to improve, and six being Iām consistently and
effectively delivering helpful phrases, what would rate yourself
and why? What do we need to do together to move you closer
to a six?
Suggested Activities:
ā Define & Coach: Come up with some examples of helpful phrases together to create a large library to work with. In order to successfully
deliver these helpful phrases, also come up with definitions of when
your teller would use those specific responses. Come up with an
agreed upon definition, and then decide what steps need to be taken to
successfully achieve those results.
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