Have you ever wanted to change someone’s attitude or behavior? Even though we may not be able to change someone else, we can decide on how we choose to influence them. In this issue, read about the strategies and techniques you can use to influence people.
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As a result of your work with us, we have made a steadfast commitment to make superior customer service a competitive advantage for our bank. And to date, the results of your program have been remarkable: • Customer complaint letters have declined 90%; • Customer compliment letters have increased nearly 50%; • Regulatory complaints are at an all-time low for our region. We could not have done this without you. I cannot tell you how many people have thanked our executives for bringing this program to Western Michigan. That is amazing considering that this program was “mandatory attendance” – our staff’s excitement about the program is truly a reflection of your talent and ability to hold the attention of a “captive” audience!
Fifth Third Bank
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