Omega Performance Newsletters

Credit Publications—Community Banks

Strategies to accelerate your business performance

August 2008

Performance Improvement Tip

10-Point Check List for Providing an Outstanding Customer Experience

Achieving a high level of customer satisfaction requires frontline staff to effectively manage the customer experience. Here are 10 key principles to help them provide outstanding service in every customer interaction:

Always be polite and courteous
Treat customers as you want to be treated
Listen intently to ensure understanding of the customer's situation
Never talk down to customers
Apologize for any customer inconvenience
Accept responsibility to fix the customer's situation
Use proper questioning to resolve the customer's situation quickly
Determine the root cause of the situation to prevent similar issues in the future
Offer a solution that satisfies the customer and your bank
Recap the conversation and ensure the customer of outcomes

Learn more about improving community bank performance ...

U.S. Public Seminar

Understanding Corporate Finance
A one-day, highly interactive seminar where you will learn how to effectively assess risk and build profitable client relationships -- the key to long-term success in today's sophisticated commercial banking environment.

November 6, 2008
Chicago, Illinois

November 13, 2008
Cleveland, Ohio

More Information and to Register

Web Events You Won't Want to Miss

International Financial Reporting Standards
Learn why IFRS is a game changer for commercial lending in the U.S.

August 28, 2008
12:00 PM - 1:00 PM
Eastern Time (U.S. & Canada)
More Information and To Register

What Kind of Executive Coach Are You?
Learn how using coach-the-coach techniques can help you drive business results.

September 9, 2008
10:00 AM - 11:00 AM Eastern Time (U.S. & Canada)
3:00 PM - 4:00 PM British Standard Time (U.K.)
More Information and To Register

Sustaining Learning Beyond the Training Event
Ensure new behaviors gained in training yield greater business results for your organization.

September 17, 2008
12:00 PM - 1:00 PM Eastern Time (U.S. & Canada)
More Information and To Register

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