10 Traps to Avoid on the Frontline
Your frontline holds the keys to impression management and service delivery. Develop these service providers into successful independent contributors, as well as valuable team players.

This fast-moving webinar identifies the behaviors, thoughts and attitudes that the frontline can fall into without realizing the negative impact it makes on customers, management and the bank. Whether the staff member is new or long-term, there is an opportunity to learn, or to be reminded of, traps that can bankrupt their success or lead to a miscarriage of any bank’s mission to serve its customers well. They’ll learn how to avoid the traps and become more efficient, confident and prepared to tackle the daily responsibility of knocking customer service and team work out of the park.


Today’s customer expects more, and the bank must deliver. When any of the following traps come into play the customer can harm your reputation, report the incident to the CFPB or take their business elsewhere. That will be stressed as we address:

1. Ignoring reputation destroyers

2. Relying on a single skill-set

3. Deferring to someone else to solve issues

4. Slipping into unprofessional behavior

5. Resistance to double-checking work and decisions

6. Failing to correct critical thinking errors

7. Teamwork Hiccups

8. Being too rigid or too lax

9. Buying into prejudice or stereotyping

10. Blind spots when it comes to customer service


All frontline staff including tellers, head tellers, supervisors, news accounts, loan preparers and trainers will benefit.


Janice Branch has been a senior training consultant for InterAction Training for twenty years. She is a very seasoned presenter that has all the right stuff to wow her participants about the subject matter. Prior to joining InterAction Training, Janice was the Senior Manager of Training for Consolidated Communications where she managed, designed, coordinated and presented training programs for this multi-state telecommunications company with over 1000 employees.

Whether it is teaching how to coach, manage, lead, negotiate, service, sell or train at every level in an institution or if it is consulting on problem solving and servant leadership, Janice is the “go-to” person every bank wants to hear from. Participants appreciate her “been there, done that” humor along with her expert ability to facilitate learning.

Janice has obtained a Bachelor of Business Administration with a major in Management from Almeda University and is certified by the University of Houston in Leadership and Management. In addition, Janice has obtained trainer certifications from Achieve Global and Development Dimensions, Inc.

Credit Information

Institute of Certified Bankers: Visit http://www.icbmembers.org/login.aspx for instructions regarding self-reporting. Estimated credits: 2 hours/session


Live Webinar:

Member price: $265.00 | Non member price $530.00

On-Demand Webinar

Member price: $280.00 | Non member price $560.00


Online: Visit the CBA Webinar Catalog

Mail: Click here and mail completed form with check payable to ConferenceEdge to: (Mail at least 10 days prior to event)

1516 Xavier St., Ste 500, Denver, CO 80204

Phone: Call ConferenceEdge at (877) 988-7526 (credit card payments only)

Please Note:

  • Preferred Payment Method: Online
  • Please register online or by phone when paying with a credit card
  • Payment Must Accompany Registration – Invoices are Not Provided

Register online up to day of event. Earlier registration allows time to check your computer for an optimal experience.