Do you 'Accidentally' Offend Customers

Published: 04/12/2011

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Do you 'Accidentally' Offend Customers

I'm bewildered by the number of credit union managers and employees who rate their service as being good when it's actually borderline offensive. One of the most frequent gaffes involves ignoring members. As customers, we've all been served by an employee who stops to answer the phone or talk to a coworker. When I ask seminar participants what that behaviour is called, I hear a collective response of, "rude!" Employees assume this behaviour is acceptable because few members complain. That's because most members don't complain - they just quietly shift their banking on-line to ING.

Today's Chuckle:
Success always occurs in private and failure in full view.

Jeff Mowatt, B.Comm., CSP is a professional speaker and best-selling author who works with organizations who want to strengthen customer loyalty, increase spending per customer, and recharge customer service teamwork. To inquire about engaging Jeff for your team, email us at or call toll free 1-800-JMowatt (566-9288). Web: