Member One Federal Credit Union

Member One Service Initiative

Living Our Vision and Values 

The term “customer service” evokes different images in people’s minds. One image could be that of friendly, smiling, helpful employees who go out of their way to serve you. Or it could be the opposite – indifferent, unfriendly employees who can’t wait for you to leave or hang up the phone. 

Most people can recall many examples of poor customer service; Whether it’s the help desk employee that puts you on hold for 20 minutes or the store cashier who engages in a personal conversation with a coworker instead of ringing up your purchase, poor customer service can make people feel frustrated and vow never to do business with that company again. Customer Service isn’t just a department; It is the entire experience a customer has when dealing with our organization.  That’s where the magic happens! Here at Member One, we’re not just selling a product; we’re selling an experience!

Defining Great Customer Service

Because its relatively rare, great service feels like a gift. You feel welcome and that Member One cares about you as a member. You feel valued rather than merely tolerated. The company’s processes are designed for the customer’s convenience, not the organization’s convenience, and the processes feel seamless. If there’s a problem the company takes ownership and goes out of their way to correct the issue.

Why Is Excellent Customer Service Important?

Receiving great customer service makes us want to continue to do business with an organization over the long haul and that alone is the secret to long-term success! With so much competition out there, customer loyalty is the single most important attribute your business can have. You achieve loyalty by doing the “little things” that make customers want to deal with you again and again! 

Most institutions offer ‘similar’ products, but the experience feels different at some over others. Knowing that Member One’s products and services are competitive, the need to focus on providing excellent customer service in order to gain loyalty is imperative in this highly competitive business! The real difference is how a business makes their customers feel valued. 

In the book, Lessons from the Mouse, there are four simple principles to help us make our customers remain loyal to our organization. During this training, we will be discussing these principles and how they apply to our individual job responsibilities here at Member One. 

Excellent customer service is not about policy manuals. Excellent service is about excellent behaviors.

When employees focus on excellent service, the results can be magical. Customers are happy, employees are happy, and shareholders are happy. Everyone wins. The key is to make service excellence a habit When we focus on these service principles, our company will achieve the most powerful result of all – intense customer loyalty!