OnDemand Webinars
Bank and Credit Union Branch Training Program
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In this webinar, our Director of Marketing, Doug Ridley discusses transforming bank branches into trusted advisory spaces through strategic training, branch choreography, and exceptional customer experience.
Learn how to align staff training with design goals to create memorable, retail-inspired banking experiences.
- Branch training and soft skills development
- Branch choreography and customer flow design
- Creating memorable customer experiences
To help you get started, here are a few of our favorite training scenarios to roleplay with staff, along with prompts your team can use to evaluate peers during them.
Scenario prompts
- A simple teller transaction that escalates into a product/service opportunity
- A customer/member walks in while the teller is finishing with another person, how to greet without making them feel ignored.
- A customer/member appears unsure where to go (especially in a redesigned branch with pods), how to use space and signage to guide them naturally.
- Greeting a customer/member you recognize vs. someone new, adjusting tone and conversation.
- A customer/member walks in looking hurried or stressed, how to match energy and provide quick reassurance.
- Helping a customer/member use an ITM for the first time, teller demonstrates confident instruction without taking over.
- Practicing how to promote upcoming branch events or community partnerships in a natural way.
Evaluation prompts
Arrival & First Impression
- Was the branch clean and well-maintained?
- Was the exterior and entry area inviting?
- Were you acknowledged within 30 seconds of entering?
- Who acknowledged you first? (Teller, Greeter, Platform, Other, No one)
- Overall first impression of branch (1-5 scale)
Staff Interaction & Service Quality
- Did the employee greet you in a friendly and professional manner?
- Did the employee introduce themselves by name?
- Did the employee listen carefully to your request?
- Did the employee demonstrate knowledge and confidence?
- Was your request handled accurately the first time?
- Did the employee thank you for your membership?
- Did the employee use your name during the interaction?
- Overall friendliness of the staff member (1-5 scale)
Needs Discovery & Engagement
- Did the employee ask any follow-up questions to understand your needs
- Did the employee suggest any additional products, services, or solutions?
- Were those suggestions relevant to your situation?
- Did the employee explain benefits clearly (not just features)?
- Did you feel the employee genuinely cared about helping you?
Efficiency & Completion
- Approximate wait time before being helped
- Total time to complete your transaction
- Was the transaction completed to your satisfaction?
- Was anything confusing or frustrating about the process?
Overall Experience & Advocacy
- Overall satisfaction with this visit (1-10 scale)
- Likelihood to recommend this branch based on this visit
- Additional comments (open-ended)