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intergrity



This sponsored content article is provided to the credit union community for shared insights and knowledge from a recognized solutions provider in the industry. Please note that the views and opinions offered here do not reflect those of Callahan & Associates, and Callahan does not endorse vendors or the solutions they offer.

If you are interested in contributing an article on CreditUnions.com, please contact our Callahan Media team at ads@creditunions.com or 1-800-446-7453.

August 25, 2003


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Anonymous

7/26/2012 04:14 PM

I'm a new receptionist at a credit union. I vow to NEVER be Miss Grumpy!

Anonymous

7/26/2012 04:06 PM

This is very funny, but truthful.

Anonymous

7/26/2012 03:59 PM

Interestingly enough, our senior management meeting this morning centered on exactly the issues addressed in this article. We even discussed what our philosophy should be for our phone system. It is nice to know that someone is paying attention to these issues (as trivial as they might seem to some) because, as the article makes clear, these "trivial" issues can be huge in the minds of our members. Thanks for the reminder!

Anonymous

7/26/2012 03:59 PM

It is very helpfull and interesting article

Anonymous

7/26/2012 03:59 PM

Too simplistic

Anonymous

7/26/2012 03:59 PM

I wish all institutions would have a live person on the phone, and leave off all the time consuming commercials. If Credit Unions would do that, it would enhance the business they are competing for. It could be advertised, and the public is fed up with that. On the other hand, Corporations try to cut costs this way, but people will go elsewhere. The cost of telephone time for the company must be vast also.

Anonymous

7/26/2012 03:59 PM

Go to www.personnelinsights.com and take a look at the Customer Service Perspective...it works!

Anonymous

7/26/2012 03:59 PM

AMEN!

Anonymous

7/26/2012 03:57 PM

Right on! It's so simply, but we don't do it...we let time, long lines, short staff, and employees who either don't "get it" or don't care, carry on. Managers must show them the way and hold them accountable. Service has to be the culture...where everyone's doing it....not just a few. If we all sent our employees on a service inspection where they could get out of their box and look back in they may be motivated to change their behavior as long as they know specifically how. We can't assume they know how.....more and more younger people are being taught basic values.

Anonymous

7/26/2012 03:57 PM

Extremely wordy...didn't hold my interest

Anonymous

7/26/2012 03:57 PM

So true...we (the entire credit union) need to focus on our members...CONTINUOUSLY!

Anonymous

7/26/2012 03:57 PM

Great thoughts for creating/changing customer service cultures. Additionally, perhaps Management should first acknowledge responsibility for: 1. the current situation; 2. ability to create change if they're not happy with the present culture; 3. participate in the change process.

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