T1. Greet the Customer: This topic will describe the process of greeting customers to the financial institution, including tips for what not to do.

T2. Observe Proper Procedure: This topic will introduce the learner to proper procedures for handling customer concerns and transactions.

T3. Listen and Understand Customer Needs: This topic will address the necessity of listening and understanding customer needs, with information on giving undivided attention and confirming understanding.

T4. Determine Document Accuracy: This topic will educate the learner on the importance of determining document accuracy by developing good habits and educating the customer.

T5. Get Ready to Process: This topic will provide an overview of techniques for getting ready to process transactions, including tips on tidiness, readiness, and professionalism.

T6. Identify the Customer: This topic will detail the appropriate measures for identifying the customer, with a note to protect the financial institution and the customer from fraud.

T7. Finish the Transaction: This topic will enumerate the ways in which a transaction is finished, including handling of the receipt and appropriate record placement.

T8. Thank the Customer: This topic will ensure that the learner thanks the customer at the end of every transaction by detailing appropriate closing behaviors.