Training Newsletter

Peak Performance Measurement (Mystery Shopping)

Do your employees create memorable experiences for your customers? Does your service evoke positive responses? Do you really know what customers experience in banking with you? Mystery shopping can help you get in touch with the service reality within your institution. 

With over 20 years of experience in mystery shopping, customer satisfaction and competition studies, Pinnacle Financial Strategies offers tailored performance measurement programs that meet the specific needs of community banks and credit union.  We know that each financial institution is different, so every Peak Performance Measurement program we design is unique.  We identify, track and trend behaviors that affect your institution’s overall performance.  We offer a variety of shop types, including video shops.  

Click here or send us an email at to learn more!


Are your frontline employees regularly trained on your overdraft program? 

High turnover among frontline staff is common for many financial institutions and can have a negative impact on your overdraft program.

Pinnacle's approach to training (and re-training) your employees will help:
  • follow regulatory guidelines.
  • your employees explain the program and the benefits of opting-in to your accountholders.
  • your accountholders make informed decisions regarding overdrafts.
  • your employees answer questions and handle objections.
At Pinnacle, we can train your employees using several delivery methods. Please contact us to discuss your training or re-training options.

Follow us on social media!

We are constantly trying to find new ways to help meet your financial institution's needs. Follow us on Facebook, Twitter, and LinkedIn to be the first to see our new resources.

We have also launched a Training Video Series on YouTube to help your employees effectively communicate with accountholders. You can watch our latest video below.

here to subscribe to our YouTube channel to view our previous videos plus many more!

Handling Objections: "I don't want the fee."

Learning Resource Portal

When it comes to staying current with your overdraft program, don't forget to utilize the Learning Resource Portal. There you will find:

  • an eLearning course for new-hire training and annual refresher training.
  • job-aids and other training materials.
  • a recording of our last webinar: "How to Explain Opt-in to your Accountholders".
Stay tuned for our next webinar!

Going forward, we would like to end our newsletter with a couple of training tips.

1) Make it relevant. Ensure your learners know WHY the objectives are important for them to be successful. If they do not find it important, they will likely not learn.

2) Give your learners time and space to practice. Learners are much more likely to learn by doing rather than by reading or listening.


Thank you!

Thank you for reading our newsletter. Please email us at or give us a call at 866-737-1235 if you have questions about any of our products or services. We truly value the opportunity to work with you!

Copyright © 2018 Pinnacle Financial Strategies, All rights reserved.

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