Exemplary Customer Service? There’s no such thing as “non-exemplary customer service”! Either customer service is top-notch or it’s something else trying to pass itself off as customer service. The only word that really counts in those two sentences is “CUSTOMER”. Without them we’re nothing but with them, we’re everything. The trick is keeping them happy and keeping them here. That starts with seeing them for who they are – real people with far more issues on their mind than the problem they’ve encountered with us. We might not be able to solve all their problems, but we can sure solve any that depend on us.
To paraphrase the famous words of Harry Bosch, “Everybody counts, or nobody counts.” If our customers ever cease to count, it won’t be long before we don’t count. Fortunately, at Texas Security Bank those are the words that separate customer service from something else. Check out what a few of our colleagues say:
“Exceptional Customer Service to me is going above any beyond for the client without hesitation and without having to be asked by the client.”
-Jessica Herrera, Relationship Support Team Lead
“Exceptional customer service to me is anticipating a client’s needs and addressing it before it becomes an issue. It is also effective communication regarding their needs and wants. We must ensure that we clearly communicate to our clients and follow up on resolutions.”
-Madonna Meshell, AVP Treasury Management Specialist II
“Exceptional Customer Service – having the ability to exceed a customer expectation by actively listening to the customer’s needs, taking it as if you were the one on the other side of the phone, being prompt in response to get it resolved with the knowledge and resources we have to research and do it with a giving spirit to go above and beyond with honesty and giving them confidence that we will get it done.”
-Rosie Gonzales, Relationship Support Specialist III
There’s a simple explanation for an exceptional customer service experience. It’s not an action – it’s an attitude. It’s an attitude that results in the respect we show by taking time not just to listen but to really hear what they’re struggling with. It’s an attitude that results in initiative based on a desire to help. It’s an attitude that permeates every client interaction whether it be face-to-face, phone, chat, or email. It’s an attitude that generates thoughtful questions and deferential treatment. It’s an attitude that communicates our customers’ value as human beings. It’s an attitude that lets them know we’re paying attention and prepared to act on their behalf.
A happy customer is the best business strategy of all, they will be the ones who sing our praises. An unhappy customer is just as important for they will do the complete opposite.
“A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.”
-Mahatma Gandhi
I’m proud to be part of a team like Texas Security Bank that values customers as real people and demonstrates that value through unparalleled customer service. Let’s continue to stand out as an example of what real customer service looks like!
Texas Security Bank Core Value #5 ~ Exemplary Customer Service
Our profitability and growth depend on attracting core deposits. The Bank’s ability to attract core deposits is in direct correlation to its ability to outperform competitors ~ particularly in the area of customer service. Exemplary customer service is not only meeting the customer’s needs, but also understanding and anticipating them. “Good enough” in not good enough. Wow! Is our standard.