BOCA RATON, Fla. – IBM Southeast Employees' Federal Credit Union is getting serious about service with the launch of its Service Excellence Assurance Program. Designed to measure industry leading service levels, the program focuses on obtaining feedback through surveys to fine tune training efforts and internal processes where needed and provide positive reinforcement where deserved. "This service feedback program is essential in understanding how we are doing," said IBM Southeast EFCU President/CEO Larry McCants. Surveys will be brief, easy to fill out and easy to return and will be available in the branches, on the Web site and via regular mail and e-mail. Survey questions will be specific to the services the member has recently used.
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