Not everyone learns customer service from a business school, a book, or a seminar. Watch this video, and listen to how Harold Westbrook–Senior Vice President of Community Service, United Community Bank, Gainesville, Georgia–benefited from what his father showed him about serving customers.
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Some of the major points Harold mentioned:
1. Customers become friends when we treat them well.
2. Rule number one of Customer Service: Give customers more than they expect.
3. United Community Bank lives by the motto, “The Bank That Service Built.”
4. Banks differ very little numerically. All of them will quote about the same rates for loans, safety deposit boxes, and related items. The distinguishing factor between banks is their varying levels of service.
For example: At his bank, Harold and other officers will visit elderly couples in their homes, and complete bank transactions there–showing extra concern for those too immobile to drive to the bank building.
5. When talking with customers, become a keen listener. Politely probe, using questions to discover other needs not yet mentioned.
CONCLUSION: The thousands of customers who have relied on Harold Westbrook for their banking can be grateful that his father taught him these vital customer service principles.
NEXT STEP: U.S. residents can order my audio CD, “How to Give Magnificent Customer Care!” Go to my online store to place your order: