SQI Newsletter #209 First Citizens Bank Trinidad & Tobago - A Customer Service
Posted by admin - 14/01/10 at 01:01 pmFirst Citizens Bank Trinidad & Tobago - A Customer Service Role Model
First Citizens Bank in Trinidad & Tobago, a SQI Service Culture Client in their 3rd year has received 3 major international awards in 2009. They have 1200employees. Larry Howai, CEO and Sharon Christopher, Deputy CEO and Executive Sponsor for their Service Excellence Programme understand servicestrategy and have provided the leadership to make First Citizens the bank to do business with in Trinidad and Tobago.
First Citizens Bank was created in 1993 out of three institutions, the Trinidad Cooperative Bank, Worker’s Bank and National Commercial Bank. It is exciting for SQI to work with a client who walks the talk and is committed to superior service. Service in Trinidad and Tobago is weak; this is a role model that is achieving great success because of their focus on developing 1200 customer driven employees. To date First Citizens has developed all members of their Executive and Senior Management using Leading Empowered Teams. developed and certified over 40 internal facilitators and all 1,200 employees including Executive and Senior Management have been passionately engaged on First Citizens Service Excellence Strategy. Using SQI’s internationally accredited Three Year Service Culture Plan, all team members to date have successfully completed Feelings …Quality Service First Time Every Time, the Service First Video Library, the BAD Campaign, Loyal for Life and the project team in charge of their Service Strategy is currently preparing for the roll-out of Attaining Excellence, Exceptional Service and the Good Idea Campaign. The Project Manager for FC’s Three Year Plan continues to attest that there is indeed no parallel to SQI’s Three Year Service Culture Plan and the impact it has on an organization.
Bankers Magazine has named them 2009 Bank of the Year in December,Trinidad & Tobago
https://www.firstcitizenstt.com/dms/FCAward/FC-Award—Applaud/FC%20Award%20-%20Applaud.pdf.pdf
Latin Finance’s 2009 Best Bank in Trinidad and Tobago November 2009
This is the region’s most prestigious and rigorously-judged award for excellence in retail, commercial and local investment banking across Latin America and the Caribbean.
https://www.firstcitizenstt.com/about/Corporate-Profile/Awards—Achievements/2009-Awards.html
World Finance Magazine: Best Bank April 2009
First Citizens has received the Award of Best Bank Trinidad & Tobago from the prestigious World Finance magazine https://www.firstcitizenstt.com/dms/FCAward/FC-Award—World-Finance/FC%20Award%20-%20World%20Finance.pdf.pdf
Find out more about this incredible bank via www.firstcitizenstt.com, their Annual Reports are also available online here http://www.customerservice.com/images/testimonials/first-citizens-bank-annual-report-2009.pdf
Frank Bernudez - The Bellman in Aruba at the Westin
I was in Vail for Christmas and Frank Bernudez, the bellman from the Westin Aruba, called my cell phone to wish me and my wife a Merry Christmas. This is the first bellman in my life that remembered me and called to wish me a Merry Christmas. When I go back to Aruba I would stay at the Westin solely because of Frank. If you want a warm vacation in the sun I suggest you go to Aruba. Make sure you stay at the Westin and ask for Frank the bellman. You will experience heaven.
If you had a staff of Frank’s your competition would be dead. Look for ways to steal these employees from other firms and then treat them like high profile draft picks. Customer driven employees like Frank are worth their weight in gold. They love recognition and need to be treated special. I talked about Frank in my November 11, 2009 issue.
$200 Coupon for any SQI Product
This is a special code: SQI2010 - for any orders on our web site through February 2010 www.customer-service.com Minimum order needs to be $900. Coupon is good for $200.
Service Quality Institute has a lot of programs you can use to drive a service culture.
3 Year Service Culture Plan - SQI’s All You Can Eat Buffet Plan. It includes unlimited use of 2-3 programs of your choice each year for 3 years. No charge for employee turnover.
Remember Me - A 2 session program designed to get employees to remember and use customers’ names.
Feelings Retail Service - A new 3 session program that teaches the fundamentals of customer service and changes attitudes and behaviors.
Service First Video Library - A 12 DVD program with 15 minute DVD’s in English and Spanish. You download off the Internet all the participant materials so there is NO recurring cost.
Speed - A 2 session program designed to change employees’s mindset and change policies and rules so you shrink the time it takes to get things done. The recent terrorist event by a Nigerian is an example of the US government NOT practicing Speed. Most employees think slow. All these US Agencies have billion dollar budgets but NO Speed.
BAD Cost Reduction Campaign - A 30 Day Campaign designed to get employees to look for a way to save $1 a day. The average savings are about $500 a person. The participation rate is usually around 80-95%. SQI provides the software to measure the results and guarantees the savings exceed the investment or we refund the difference.
Loyal for Life - A one session program on Service Recovery. Teaches you how to turn an unhappy customer from hell to heaven in 60 seconds.
