Creating Customer Connections

Omega Performance
Training overview
1-2 hour eLearning, 1 day instructor-led lab
Next start date: Contact for info - Online

Course description

Creating Customer Connections

Equip your frontline staff to create memorable customer experiences that will differentiate your organization from its competitors and increase the number and quality of referrals to other lines of business.

This blended learning solution begins with a short eLearning course that introduces and explores the teller-specific CON2ECT Customer Experience Model, a practical, six-step model designed ot be used during every customer conversation. Participants learn how to recognize customer need cues, and "TAG" those need cues in order to make customer-centered referrals.

Following the eLEarning course, learners attend the Creating Customer Connections: Skills Application Lab, a one-day, facilitated training event that provides them with a crucial opportunity to gain experience and confidence using the CON2ECt Customer Experience Model and TAG Additional Needs Model.

After participants successfully complete the eLearning course they're eligible to attend the Creating Customer Connections: Skills Application Lab to practice and reinforce skills learned during eLearning.

Upon completion, participants will be able to:

  • Create an exceptional customer experience by making a personal connection with customers
  • Enhance customer experiences that differentiate your organization in the marketplace
  • Build and ensure long-term loyalty
  • Increase the number and quality of referrals to partners in the branch and other lines of business

Who should attend?

This course is for tellers and teller coordinators.

Training Content

Learning Topics:

  1. Connecting with Customers
  2. Asking Effective Questions
  3. Expediting the Customer's Request
  4. Identifying Need Cues
  5. Making Effective Referrals

About Omega Performance

Omega Performance

Since 1976, Omega Performance has been the training partner of choice for financial service organizations worldwide, from community-based credit unions to international banks. Our clients choose our solutions because they are flexible, scalable, and—most importantly—effective. Whether you’re seeking training for...


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