Banker standards are established to ensure consistent levels of exceptional client service at Capital City Bank (CCB). For a more in depth guide to CCB banker's standards and style, check out our Service Always Matters (SAM) handbook. There are tips and tricks on everything from the standard telephone greeting to dressing for success.
Banker Standards
Service Pyramid
The Capital City Bank Service Pyramid is made up of a series of commitments that governs our client interactions. Located at the base of the Pyramid are the Banker Standards, which provide a solid foundation for exceptional client service. The commitments – Accuracy, Responsiveness, Relationship and Advice – build upon the Banker Standards and provide the steps by which we achieve “Your banker.” status.
Accuracy - We do it right the first time. We perform with precision and ensure error-free transactions with clients.
When being evaluated or evaluating associates on Accuracy you might consider your/their ability to:
- Meet standards and perform work accurately
- Follow policies and procedures
- Maintain professional appearance in dress and manner
- Maintain attendance and punctuality to work, meetings, etc.
- Work toward department and bank-wide goals
- Complete assignments on schedule
- Assume personal responsibility for his/her work
- Understand needs and requirements of the job
- Effectively apply knowledge
- Effectively weigh risks, uncertainties and assumptions
Responsiveness - We are accessible to our clients. We react readily and quickly to client inquiries and requests, ensuring an efficient and timely experience.
When being evaluated or evaluating associates on Responsiveness you might consider your/their ability to:
- Listen objectively and respond in an appropriate manner
- Convey needs and understand requests
- Utilize communication skills to alleviate issues
- Demonstrate attending and listening skills
- Evaluate and make proper decisions
- Establish and organize competing priorities
- Acknowledge and respond appropriately and accurately
- Identify more efficient ways of doing things
- Solicit constructive feedback
- Extend and/or build cooperation
- Develop/offer creative ideas and/or solutions
- Fulfill commitments and be fully prepared
Relationship - We establish connections with clients because we care about their long-term success and strive to build a financial partnership with them.
When being evaluated or evaluating associates on Relationship you might consider your/their ability to:
- Use of SGNNT
- Thank the client
- Profile during client interactions to identify needs
- Communicate effectively, clearly and concisely
- Cooperate and help others accomplish their objectives
- Promote teamwork and encourage feedback
- Work effectively with various people, groups, departments and/or divisions
- Create an inclusive work environment
- Demonstrate interest in others’ points of view
- Treat people with dignity and respect
- Promote and develop relationships of trust
- Build strong working relationships
Advice - We add value by being the client’s trusted advisor, providing recommendations offered as a guide to action.
When being evaluated or evaluating associates on Advice you might consider your/their ability to:
- Use of level of knowledge about products and services appropriate to position and time on the job
- Knowledge sharing and expertise with internal and external clients
- Effective and efficient uses of resources
- Use of open-ended and high gain questions to discover needs
- Practice discovering needs before recommending products
- Ability to emphasize and customize benefits to the client
- Show self-reliance and resourcefulness
- Reliability in using sound judgment when making decisions
- Personal growth and career path
SGNNT
CCB standards include:
-
SGNNT- Greet and acknowledge the client upon arrival
- Smile, Stand
- Greet
- Name - Use the client's name
- Name - Make sure the client knows your name
- Thank the client
- Establish eye contact (Heads up!)
- Project a positive attitude!