we
Who is "we" in weCare?
Us, Branch Partners, The Telephone Contact Center
That does the "C" in weCare stand for?
Connect with Empathy
What does the "A" in weCare stand for?
Assess the customer's needs
What does the "R" in weCare stand for?
Resolve the inquiry & express gratitude
What does the "E" in weCare stand for?
Educate & End positively
Thinking about the "we" portion of weCare, who do you think is impacted by this model?
Colleagues, peers, Business Partners (TCC, Business Banking, M&T Securities, M&T Mortgage) Customers, Shareholders
What is one of the first ways you can connect with a customer as they enter your branch, call us on the phone or pull up to our drive-up?
Greet the customer with a smile in your “voice” to set a positive and professional tone for the interaction.
How can you show a customer that you are listening & understand what they need help with?
Reframe the customer's story, explain the next steps/how you can help them, take ownership of the situation.
What information can you easily find in Dash to help you with your customer conversation?
Online Banking information - email address, user ID, last login. Fee Reversals, Account titles, Debit Card linkage.
Why is it important to tell customer's we appreciate their business?
Because they can choose to bank anywhere and they came to us. Without our customers, we will not continue to be a successful bank.
What are the "Moments that Matter" ezleads?
Opportunities to connect with customers when there is a possible change in their life and/or finances.
Rephrase this statement "I am calling you back about your problem with the check the ATM mis-read"
"I am reaching out to you about the check our ATM mis-read, I have an update on this issue we have been working on."
Rephrase this statement - "I am going to have to call CBO to research the error."
Why do you feel it's important that we demonstrate these behaviors (or weCARE)?
One Connected Bank Approach “Bringing the bank to the customer”, Consistency in Customer Experience, Empathy for Each Other (how can WE help as a bank)
What is Greater Binghamton's overall customer service score for February 2021 so far?
90.7%
BONUS QUESTION FOR EVERYONE! What is the Greater Binghamton's highest service metric & what is our lowest? (Smile/Greet, Demonstrate What's Important, Offer the best solution, Own Customer Request, Say Thank You)
Highest: Smile & Greet - 94%
Lowest: Demonstrate we "Understand What's Important" to the customer - 81%