Independent Banker - May 2021 - 59

3 customer service philosophies
Learning more about the objectives, policies and practices of customer
service superstars can be an excellent source of guidance for
improvement at your community bank. Here are some top examples.
1. Take care of your own.
No wonder Trader Joe's
employees are always
smiling. They don't just
love their work; they love
the way they're being
treated, too. Trader Joe's
employees start out with
wages that are higher
than the national average
and are reviewed twice a
year, with, on average, the
potential to receive a 7% to
10% annual increase. Add in
health insurance, retirement
and increasing amounts
of paid time off, and you'll
see why those employees
are all smiles. Those happy
employees are the secret to
happier customers, too. A
new COVID-19 retail study
by the American Customer
Satisfaction Index (ACSI)
shows that while supermarket
ACSI scores are down
overall by 3.8%, Trader Joe's
remains at the top with an
84 rating, tied with East
Coast regional grocery store
chain Wegman's.
2. Empower problem solvers.
In the highly competitive
luxury hospitality market, the
Ritz-Carlton Hotel Company
stands alone. For more
than 30 years, the hotelier
has consistently earned
recognition, including the
rare achievement of twice
earning the Malcolm Baldrige
National Quality Award
from the U.S. Department
of Commerce. One way
it engenders such high
satisfaction is by empowering
each employee with up
to $2,000 to fix any guest
problem, no questions asked.
" [Ritz-Carlton employees]
are not servants, because
unlike a servant, I want you
to be engaged with the
customer-you have a brain,
you have a heart and I want
you to use them, " cofounder,
president and chief operating
officer Herve Humler told
International Business Times.
3. Sell happiness.
Online shoe purveyor Zappos
takes the idea of " above and
beyond " and goes, well,
even further beyond. It offers
unlimited free shipping and
a 365-day return policy. Its
in-house, never-outsourced
customer loyalty team, which
communicates by phone,
chat and email, is known
for obsessive customer
engagement, including
a record-setting 10-hour,
51-minute customer service
call that earned a Zappos
rep commendations, not
reprimands. It's all part of
what's called a " happiness
in a box " philosophy, one
that stresses customer
satisfaction above all else.
customer service
Community Banker
Boost your
University online courses
cover customer relationshipbuilding
and mastering
basic sales strategies.
icba.org/education
independentbanker.org Q 57

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Independent Banker - May 2021

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