Small Gestures Make a BIG Difference In The Branch Or On The Phone

Everyone from credit union executives to the members their credit unions serve have a million and one things on their to do list each day. If that is not true literally, it sure feels like it sometimes. The below blog entry from CU Grow speaks to making the most out of those mere moments with members.

“Small Gestures Make a BIG Difference in 2009”
Rushing in and out as quickly as possible is probably what many of your members are doing right now when they walk into your credit union. They are in a hurry, with a list of fifty things to do and want a quick credit union experience. Now, it is important to note that “quick” does not mean curt or impolite.

The same importance that is paid to in-branch experiences should also be paid to call center service. Whether you can see their smiling faces or just hear their harried voices, call center and member service representatives should be prepared to deliver total member care 24/7.

I would even argue that those frantic phone calls over the weekend to your call center help better define your credit union's relationship with the member than the weekly in-branch visit and transaction...and the numbers don't lie. In 2008, our call center received 2,271,400 calls, which was up from 1,699,300 total calls received in 2007, and we expect to see even more calls in 2009.