What are Supervisors/Managers/Executives Doing?
FIB is striving to eliminate non-customer service functions from frontline employees’ roles. In so doing, they have centralized check processing and implemented timesaving technology. FIB endeavors to consistently provide great customer service. Whether a customer calls on the telephone, approaches the teller line, or approaches a loan officer, standards of conduct and greeting have been created to guide the interaction. FIB employees are to properly greet all walk-in customers or customers who call on the telephone. FIB operates zero tolerance for “ducking and hiding” when employees see a customer. FIB believes that it is essential that interaction with customers is positive for continued payments and good customer service relationships. During in-person interactions, FIB staff are directed to smile, stand and greet the customer, shake hands, introduce themselves, learn the customer’s name, initiate non-business conversation, give the customer their full attention, and stand and thank
