Building Trust: Leveraging Staff at the Branch

Throughout Coronavirus, essential service providers like financial services are often looked to for their stability. In fact, the special COVID spring edition of Edelman’s Trust Barometer found that trust in the financial services sector jumped six points between January and May of 2020.  

As bank branches undertake their post-COVID phased reopening process, reaffirming this consumer trust in financial institutions while the virus is still very much with us couldn’t be more vital. But trust isn’t built on safety protocols and PPE alone; it’s a bank’s local staff that’s at the epicenter of consumer trust.

Providing staff members with holistic and ongoing training in the new bank branch environment is one way to nourish the trusting banking relationship. Adrenaline’s Frontline Staff Training module outlines these best practices and training measures to leverage staff at the branch level.

These key measures include:

  • Safety: Help staff and customers adopt and sustain safety measures and post-COVID behaviors critical for safe in-branch operations.
  • Educate: Empower staff on operating in new standards and confidently providing customer-centric consultation.
  • Build: Relationships are central to consumer confidence and trust. Training provides customers and members the reassurance and financial support they need through COVID and beyond.

For more information and insights on establishing and nurturing trust in the COVID environment, see Top-5 Trust Enhancing Principles for Banks and Credit Unions and Post-COVID Relationship Banking at the Branch on Adrenaline’s Perspective channel.

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