10 Traps to Avoid on the Frontline
Customer care matters more today than ever. Develop your service providers into successful, independent contributors as well as valuable team players by avoiding these 10 traps that can sabotage success on the frontline.

It’s a well-known fact that customer care matters more today than ever. Your frontline holds the keys to the success of impression management and service delivery. Therefore, the goal is to 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 on customers, management and the overall bank.

Whether staff members are new or long-term, there will be opportunities to learn or to be reminded of the traps that can bankrupt their success or lead to a miscarriage of the bank’s mission to serve its customers well. Participants will learn tips on how to avoid these 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. This will be stressed as we address these ten traps to avoid on the frontline:

  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, teller supervisors, news accounts, loan preparers and trainers will all benefit. 


Janice Branch has been a senior training consultant for InterAction Training for over 20 years. She is a Certified Bank Training Professional (CBTP) and seasoned presenter that has all the right stuff to wow her participants. Prior to joining InterAction, Janice managed, designed, coordinated and presented training programs for a multi-state telecommunications company with over 1,000 employees.

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

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: $275.00 | Non member price $550.00

On-Demand Webinar

Member price: $295.00 | Non member price $590.00


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.