Teller Transaction Speed
Suggested Strategy: The teller may not be aware of the ways that their
habits in completing transactions could be affecting the speed at which
they can complete transactions. Use a Rating Question to help find the
individual’s conf idence in their transaction completion.
Suggested Questions:
→ Rating Question: On a scale of one to six, with six representing a complete confidence in your abilities behind the teller line while
assisting members and one representing the exact opposite, where
would you rate yourself and why?
→ Third Party Question : If we were to ask the members that you have assisted about the speed of your transactions, what do you think they
would say?
→ Opposite Insertion Question: What will you do going forward to ensure that you are quickly completing transactions while still being
thorough and conversational?
Suggested Activities:
→ Teach Me: Ask the teller to walk you through their typical transaction – write down the order in which they do things as a visual. Then, walk
through the transaction together to analyze where anything might be
able to be changed.
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