SAN ANTONIO —Treat your members as people, not numbers, and take actions that show you want to earn the right to the next customer interaction.
That's' the advice customer service specialist Jeanne Bliss gave at a session Tuesday at the America's Credit Union Conference.
She said organizations should be willing to jump over fences to help customers and try to avoid passing them among staff members to solve their problems.
You will earn members' loyalty if you get them involved in the planning process when rolling out new products, she advised.
When you've made a mistake handle it quickly and with class.
"Grace and wisdom guide the decisionmaking of respected companies," she said.
Whenever you make decisions, keep in mind the impact on the perception your members will have of you and what they will tell others, Bliss added.