2022 Skill Build Review

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Across
  1. 3. According to our February Skill Build,leads waiting in your branch lead box should be accepted within _____ day(s)of their drop.
  2. 8. A short introduction of who you are and what you do at the bank (hint this is two words combined).
  3. 9. CES is ___ centric not banker centric.
  4. 11. A tool we might use to help in advancing our customer conversations while building a strong relationship and understanding of our customer's financial journey(Hint: its colorful, has five steps, is triangular….
  5. 13. One of the WeCARE behaviors. Concluding the interaction in a positive and upbeat way – a THANK YOU goes a long way in how the customer perceives their experience.
  6. 14. Moments that Matter leads should be called within ____ days of the lead dropping.
Down
  1. 1. In April, we discussed and roleplayed through several scenarios on how we overcome customer objections in conversation. One tactic includes taking a note of all the objections and restating them in your own words. This is known as ______ objections.
  2. 2. It’s a culture of empathy not only for our customers but for each other.  It's our model to support the Financial Fitness Pyramid and build on life-event conversations.
  3. 4. Asking the ___ ____ questions in customer interactions helps us to collect information on the customer and determine appropriate next steps in terms of providing advice & guidance. Based on the advice we provide, this may positively impact CES.
  4. 5. This step of our Customer First process can consist of asking more questions (diving deeper with follow-up questions) or maybe choosing to pause and consider the next steps and setting a follow up appointment.
  5. 6. According to the Top 5 Service Standards at M&T, we should be open the branch ___ mins early and close ___ mins late.
  6. 7. ___ can dramatically influence how your message comes across. It's important to keep your ___ in check, especially when a support case isn't going as planned. Having a mono ___ can make you seem uninterested while being too enthusiastic can make you seem insincere. Find a happy medium with a casual, professional ____ that's friendly and agreeable.
  7. 10. When customers are ____ in the branch, their satisfaction with the BANK goes up by 30 percentage points.
  8. 12. A de-escalation technique we learned about in June: ____ without interruption. While dealing with difficult customers, it is crucial to let them say everything they need to say. It is important to understand that all the customers want is for you to hear them. the customer is heard.