April 5 MCS Call Creating a warm welcome

Hello, and Welcome to Your MCS Call!

Today's Topics:

  1. Warm Welcome and First impressions
  2. Proud Premises: Why is it so important?

Warm Welcome!

Customers won't be able to resist your great smile! Be nice, be genuine, have fun!
"You never get a second chance to make a great first impression."

Why do you think it's so Important to create a warm welcome?

How do you as an MCS inspire your team to create a warm and welcoming environment?

"Great leaders don't tell you what to do, they show you how it's done."

What are some ways we can encourage our staff to ensure that each customer is warmly greeted as soon as possible? Ideas for Challenges?

Proud Premises

As part of our warm welcome, the way our branch looks inside and out is very important to how customers feel about us and our company when they step into a branch. How can you ensure they feel welcome and confident in our advice?

What are some plans you have to maintain a Proud Premises?

What kind of impact do you think this will have on LEI?

Some Takeaways

  • Think about how you feel when you walk into a retail store in a mall and nobody says hello until you are finished shopping and they have to ring you in. Now compare that to a store you love where the staff know you as a regular or just treat you really well.
  • Think about how excited you get when you pass a dog on the street - you would typically give the dog a very warm welcome. Doesn't it make sense to give your fellow human the same warm welcome?
  • The entire team should be contributing to the atmosphere of your branch. Think of some fun ways that you can come together to amp up the customer experience and the warm welcome.

Here are a few ideas:

  1. Leaders set the standard 3-5 second hello - lead by example!
  2. Champions points for the CSR who's welcome you can hear the most through the day!
  3. Proud premises before and after office challenge! (Thanks Shane for the great idea ;)
  4. Proud premises ambassadors - calling all neat freaks!
  5. Booked out FSR time for the welcome desk - a good chance to switch up their daily routine and meet some new customers.
Bye! "Enjoy the moment because the moment is all you have"
Created By
Blayre Parsons
Appreciate

Credits:

Created with images by JeepersMedia - "TD Bank"

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