Teller Socializing Behind the Teller Line
Suggested Strategy: A teller is at the front line for members to approach.
Focus your conversation on how the teller’s socializing might be
perceived by a member, as they may not be aware of their
surroundings when socializing.
Suggested Questions:
→ Third-Party Question: How do you think a member might react when they come in and you seem focused on socializing? → Directive Coaching: When a member comes into our branch, we expect that they are the primary focus of each person that they might
encounter. It appears you may be more interested in socializing than
focusing on the person you are assisting, and to a member that can
come off as though they might not be your primary focus. I want you to
be successful as a teller, and there is room for improvement in your
social vs. work balance.
→ Self-Actualized Question: What actions will you take going forward to ensure that any member that comes in does not question your focus
while you are at work?
Suggested Activities:
→ Teach Me: Have the teller walk you through a situation where it might be tempting or easy to socialize with a peer. How would they handle
that scenario going forward, and what benefits could they be awarded
with in cutting back on socializing?
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