MACU Service Standards

We are committed to providing outstanding service to our members at all times. This same level of service is expected for internal customers (co-workers). The following are expectations we have for each and every employee:

ACKNOWLEDGE	All members should be acknowledged and greeted with a sincere smile upon entering. Acknowledge the member’s presence by looking up and establishing eye contact. Visually show the member they are important.
RECOGNIZE	Refer to the member by name at least once during any conversation or transaction.
FOCUS	Your service goal is to focus 100% on the member. Each employee is expected to give undivided and individual attention to every member.
COURTESY	Excuse yourself if it is necessary to leave a member temporarily. Never leave the member alone for longer than one minute. If necessary, have the member take a seat or offer to phone them back while you investigate.
PHONE SERVICE	Calls will be answered within three rings. Never leave the member on hold longer than one minute. If necessary, offer to phone them back after you investigate their request or problem.
MEMBER NEEDS	Determine members’ needs by clarifying their requests, offering alternatives and always suggesting the appropriate Credit Union product and service. Mention any current promotions. Actively pursue the members’ business.
COMMUNICATION	Be sensitive when communicating with co-workers and members. Speak clearly and directly. Avoid using jargon, slang and language that may be unprofessional.
CORRESPONDENCE	Ensure external and internal written correspondence is professional, error free and accurate before mailing or e-mailing.
PROACTIVE	Actively look for ways to continually improve service to members and co-workers.
CONFIDENTAL	Maintain confidentiality. Always keep communication discreet.
THANK YOU	End each encounter with the member by thanking them and asking “Is there anything else I can help you with?” If necessary, provide your business card or a direct extension where the member can reach you if additional service is required.
CONCERN	Listen to members’ suggestions and show concern for their inquiries. Take member complaints seriously and react quickly. Follow up to insure the member is satisfied.
RESPONSIBILITY	Take full responsibility of any member request. Be accurate, follow through and follow up with information promised within time frame stated. Take ownership.
EXCEED EXPECTATIONS	Always attempt to exceed members’ expectations. Perform all requests with a smile and a “glad to help you” attitude. “Delight” the members to insure that each encounter ends with total satisfaction.
APPEARANCE	Each employee will be appropriately dressed and groomed according to business needs and the expectations of your team. Take pride in yourself and your work area from the parking lot to your own desk.
IMAGE	Be a Credit Union ambassador inside and outside of work. Always project a positive image.
CONFIDENCE	Show confidence by knowing your job well. Be knowledgeable; offer alternatives AND solutions—NOT PROBLEMS. Don’t fake it – find out. Always say “I can” instead of “I can’t.”