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MEMBER SERVICES: Exceptional Customer Service Starts with Collaboration

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BY NICK ROMANO

There’s no easier way for credit unions to boost their customer satisfaction than through enhanced collaboration and empowered employees. And despite the growth in mobile transactions, nothing can replace the personal touch of face-to-face encounters. Read on for tips on how not of fall into the ‘communication trap’ with your CU’s third-party partners.

In any industry, enhancing collaboration and empowering employees are surefire ways to boost agility when it comes to responding to market changes and ensuring a consistent – and positive – customer experience. While a dominant trend in retail banking revolves around the growing customer preference for conducting daily transactions via self-service and mobile channels, branch representatives nevertheless continue to play a vital role. Indeed, they serve as catalysts for cross-promoting products, completing many transactions and building customer loyalty. Mobile is great for enhancing convenience, but customer-facing employees can’t be replaced for conveying a sense of community and personal touch to credit union customers.

Giving credit union employees the tools they need to provide exceptional customer service is an obvious requirement for them to be able to perform at their best. One area that should not be overlooked is the extent to which collaboration is possible between front-line employees and the third-party print service providers (PSPs) many credit unions use to improve costs and efficiencies while preserving resources for their core functions.

This content is for CU BUSINESS eMagazine , Special Deal: 2 websites , and NEW! The Leadership Team Builder Group Subscription members only.
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