Customer Service, Management/Employee Development, Teller
Who determines the value of the service being delivered at your institution? Good service is vital to the success of any business. Research says that it takes 10 times the effort to keep a depositor loyal to an institution today, in comparison to the effort it takes to get them to choose to do business with the institution in the first place. Employees may execute the transactions accurately and be polite and courteous when interacting with the depositor, but does the member experience the interaction as satisfactory, but lacking something? The question becomes 'Is what I’m doing being experienced by the member in such a way as to make them feel this was the best service they’ve received?