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How can you use technology to improve teller communication?

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Teller communication is vital for delivering efficient and satisfying customer service in banking. However, it can be challenging to maintain clear and consistent communication among tellers, especially in busy or noisy environments. Fortunately, technology can offer some solutions to improve teller communication and teamwork. Here are some ways you can use technology to enhance your communication skills as a teller.

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Fred Cadena

Problem Finder | Digital Transformation Strategist | C-Suite Advisor | Speaker | Podcaster | 13x Salesforce Certified |…

1 Use a headset

A headset can make a big difference in your ability to hear and speak to your colleagues and customers. A headset can reduce background noise, improve sound quality, and free your hands for other tasks. You can use a headset to communicate with other tellers, managers, or support staff, as well as to answer phone calls or use voice-activated software. A headset can also help you avoid neck strain and posture problems from holding a phone to your ear.

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Robert Massamba

Bank Teller at Trust Merchant Bank S.A | Banque & Assurance
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ENG: Headphones with a microphone are better suited for this situation, especially if the cashier works in a noisy environment. However, it is important to make sure that the headphones do not block out important sounds, such as the fire alarm or landline calls, for example, and that they allow the cashier to communicate with customers and colleagues. FR: Les casques d’écoute avec micro sont mieux adaptés dans cette situation, surtout si le caissier travaille dans un environnement bruyant. Cependant, il est important de s’assurer que le casque d’écoute ne bloque pas les sons importants, tels que l’alarme incendie ou les appels sur téléphone fixe, par exemple, et qu’il permet au caissier de communiquer avec les clients et les collègues.

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2 Use a chat app

A chat app can be a convenient and effective way to exchange information and feedback with your co-workers. A chat app can allow you to send instant messages, share files, create groups, and use emojis or stickers. You can use a chat app to ask questions, share tips, report issues, or coordinate tasks. A chat app can also help you build rapport and camaraderie with your team. However, make sure you use a chat app that is secure, compliant, and approved by your bank.

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Fred Cadena

Problem Finder | Digital Transformation Strategist | C-Suite Advisor | Speaker | Podcaster | 13x Salesforce Certified | At The Intersection of FinServ & Technology
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When implementing a chat app, make sure you don't just add another siloed system to your teller's already heavy stack of applications. Implementing your intra-company messaging app (like Slack) with tight integration with your mid & back office systems will reduce time wasted toggling between applications and hunting for information needed to complete tasks. It will also enable tellers and other employees to share information in the context of the question being asked.

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Robert Massamba

Bank Teller at Trust Merchant Bank S.A | Banque & Assurance
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Je suis d’accord que l’usage d’une application de chat améliore la communication avec les caissiers. Cependant, son usage doit?être limité à ?l’échange d’information en interne?entre ?les caissiers, avec leurs superviseurs et avec les autres collègues, afin de partager des informations utiles de manière instantanée. Il faudrait aussi instruire les caissiers à faire bon usage de?cet outil ?pour ne pas tomber dans la distraction. Il faudrait insister?pour ?que les caissiers l’utilisent ?de manière responsable.

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3 Use a CRM system

A CRM system can help you manage your customer relationships and provide personalized service. A CRM system can store and organize customer data, such as contact details, preferences, transactions, and feedback. You can use a CRM system to access and update customer information, track customer interactions, and offer tailored solutions. A CRM system can also help you communicate with customers via email, text, or social media. A CRM system can help you improve customer loyalty and retention.

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Robert Massamba

Bank Teller at Trust Merchant Bank S.A | Banque & Assurance
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Mesurer la satisfaction, Suivre les interactions avec les clients, comme les appels, les e-mails, les réclamations. Cela peut aider les caissiers à s'améliorer et offrir un service de qualité à la clientèle.

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4 Use a video conferencing tool

A video conferencing tool can help you connect with your remote colleagues and customers. A video conferencing tool can enable you to have face-to-face meetings, presentations, or trainings. You can use a video conferencing tool to share your screen, use a whiteboard, or record sessions. A video conferencing tool can help you enhance your collaboration and learning skills.

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5 Use a feedback platform

A feedback platform can help you collect and analyze feedback from your customers and co-workers. A feedback platform can allow you to create and distribute surveys, polls, or quizzes. You can use a feedback platform to measure customer satisfaction, identify areas of improvement, or recognize achievements. A feedback platform can help you improve your performance and quality of service.

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6 Use a learning management system

A learning management system can help you develop your skills and knowledge as a teller. A learning management system can offer you access to online courses, modules, or resources. You can use a learning management system to learn new topics, refresh your skills, or earn certifications. A learning management system can help you increase your competence and confidence as a teller.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you use technology to improve teller communication?

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1 Use a headset

2 Use a chat app

3 Use a CRM system

4 Use a video conferencing tool

5 Use a feedback platform

6 Use a learning management system

7 Here’s what else to consider

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