Many customers choose digital channels because they don’t feel like talking to a person. When they do need to talk to a human being, it’s usually to resolve a specific problem or need. That requires a different set of skills from the banker on the other end of that interaction, says Mike Esterday, CEO of Integrity Solutions. Banks can improve customer interactions in an increasingly digital age by training frontline staff for elevated skill sets and by shifting the organization’s mentality toward sales.

  • Training for Problem Solving
  • Creating a Service Culture
  • Changing Perceptions of Sales

Mike Esterday