An invaluable training resource for governments and other organizations seeking to improve their cashiering operation. The benefits of reading HIGHLY COMPETENT CASHIERS include: a greater understanding of the roles and responsibilities of cashiers and supervisors; significant reduction in losses and theft; increased accuracy and efficiency handling cash and non-cash transactions; improved customer service; greater internal controls and employee satisfaction; and more.
A comprehensive and very readable book complete with learning objectives, exercises, and illustrations for new and seasoned cashiers. Includes best practices for supervisors implementing new policies and procedures. This book is ideal for self-study or on-site group training offered by the Public Treasury Institute.
Training Component
To inquire about attending or booking a training program for your government or organization, email
training@publictreasuryinstitute.com or call (301)229-6566.
Table of Contents
Introduction
Why This Book?
Who Is a Cashier?
How to Use This Book
Chapter 1 The Role of the Cashier
Your Pivotal Role
Starting Point for Success
The Skills, Knowledge and Behaviors of Highly Competent Cashiers
Standards of Excellence
Chapter 2 Providing Excellent Customer Service
Why Customer Service Matters
Customer Service in the Public Sector
Improving Customer Service
Communication
Challenging Situations and Customers
Dealing with Challenging Customers
Telephone, Email and Other Transactions
Chapter 3 Processing Customer Transactions
Design of the Cashier Area
Establishing a Till
Processing Transactions
Best Practices
Chapter 4 Dealing with Cash Transactions
U.S. Currency
The Federal Reserve System
Handling Money
Counting Money
Mutilated Money, Raised Bills and Counterfeit Money
