Ep.56: Cheryl China, Citizen's Bank - a podcast by Seth Adler

Recorded live at CCW in Austin, Cheryl China returns to discuss building your personal brand which begins with listening. Whether it's your boss, your direct reports or your colleagues- always be present. She take us through starting at the bank 19 years ago and building her career over that time. As she didn't go to university- her bosses were her professors. She showed that she was a valuable asset to the team and eventually she was promoted to run the priority response department. Years later, now that she's a senior executive she urges her managers to listen to recorded conversations specifically when agents are not expecting it. This fosters the concept that every call matters. But she doesn't leave it up to her managers exclusively. At the SVP level- Cheryl ensures that she walks the floor, listens and is available for her agents. 

Further episodes of CCW Digital: A Customer Service Online Platform

Further podcasts by Seth Adler

Website of Seth Adler