North Carolina Bankers Association Logo
Back to Events

The Exceptional Banker Workshops - Fix it Fast, Fix it Right - The Power of Effective Service Recovery

Virtual Workshops presented by High Performance Teams by RMR, Inc.

Thursday, October 1, 2026
10:00 AM - 11:30 AM (EDT)

Join Us Virtually

Register Now
Menu

The Exceptional Banker Workshops

Presented by High Performance Teams

Exceptional bankers do more than process transactions—they build trust, strengthen relationships, and create memorable experiences that keep customers coming back.

The Exceptional Banker Workshops is a professional development program designed to help banking professionals elevate every customer interaction. Through practical strategies and real-world techniques, participants will learn how to proactively meet customer needs, communicate with purpose, and confidently recover from service challenges in ways that strengthen loyalty and reinforce their institution's commitment to exceptional service.

Whether serving customers in the branch, over the phone, or through digital channels, attendees will leave with actionable tools they can immediately apply to create positive experiences that enhance customer satisfaction and build lasting relationships.

Session 2: Fix it Fast, Fix it Right – The Power of Effective Service Recovery

October 1, 2026 | 90 Minutes

Every customer concern is an opportunity to strengthen the relationship.

This session equips participants with the skills to effectively manage customer complaints through timely, empathetic, and solution-focused service recovery. Attendees will learn how to respond with confidence, resolve issues thoroughly, and transform challenging situations into memorable "WOW" moments that build trust and deepen customer loyalty.

Key Takeaways:

  • Respond to customer concerns with empathy and professionalism.
  • Resolve issues quickly while maintaining strong relationships.
  • Turn service failures into opportunities for customer loyalty.
  • Strengthen communication during difficult conversations.
  • Deliver service experiences that inspire confidence and trust.

Registration Options

Credits Price
Attendee (NCBA Member)
$175.00
Attendee (Non-Member)
$215.00
High Performance Teams, by RMR Inc., is the North Carolina Bankers Association’s preferred leadership and training partner, helping community banks strengthen leadership, improve team performance, and build cultures that support lasting growth. Our practical, interactive programs and coaching experiences give participants tools they can immediately apply to lead more effectively, communicate with confidence, and create stronger results across the organization.
Lorie Walker is the Learning Experience Manager for High Performance Teams, where she partners with community banks to develop leaders, strengthen teams, and improve organizational performance. With more than 35 years of banking experience and over 20 years in bank learning and development, Lorie brings practical, real-world insight gained through leadership roles across multiple community and regional financial institutions. She is passionate about helping banks translate strategy into action through engaging, practical training that equips leaders with tools they can immediately apply to create lasting results.

For More Information:

Jen Mathis
Jen Mathis
Director of Learning & Development
View Profile

Who Should Attend

This series is ideal for:

  • Tellers
  • Customer Service Representatives
  • Universal Bankers
  • Branch Managers
  • Call Center Representatives
  • Relationship Bankers
  • Retail Banking Professionals
  • Anyone who interacts directly with customers

Join us for this engaging  series and discover how intentional service, proactive communication, and effective recovery techniques can help you become an Exceptional Banker—one who creates meaningful customer relationships and delivers experiences that set your institution apart.