Customer Experience Star Nomination

Customer Experience Standards

In addition to providing great financial services, our associates provide each customer with unmatched service to help them on their way to a successful financial future.

Greeting the Customer

• Every time you see a customer, smile and offer an appropriate greeting.
• When a customer enters your office, stand and greet them (by name if possible) and shake their hand.
• Answer the telephone cheerfully with a greeting and your name.

Communicating with the Customer

• Speak cheerfully and enthusiastically with customers in person or on the phone.
• Remember, even when the customer is wrong or confrontational they are still the customer and should be treated with respect.

Helping the Customer

• Answer all questions quickly and efficiently and take personal responsibility to get the answers.
• Anticipate customers’ needs and resolve their problems. Be sure you have resolved all issues to the best of your ability before passing the customer to another employee.
• If a customer needs assistance from another department or area, see that they are personally escorted to the new department and make appropriate introductions.

Recognizing life’s little moments

• Births
• Deaths
• Awards and accomplishments
• Marriages
• Thinking of you
• Anniversaries