RW Advantage - Webinars

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Event Name:Creating Bank Success through Superior Service Quality
Date:Thursday, February 16, 2017 1:00pm CST
Presented By:BankersHub
Panelist(s) Info: Ric Carey Director Peak Performance Consulting Exec Vice President - Retired Umpqua Bank
Credits:1.2 AAP Credits, 1.0 CPE Credit

Everyone believes service quality is important, especially for high value clients. But very few institutions actually measure service quality on a monthly basis and even fewer integrate service quality into their monthly reward and recognition programs.  It is a known fact that institutions that score highly on customer service out perform their peers in many financial categories.  

Learn best practices for creating and maintaining a superior service quality culture with branches as well as the back room departments, how we measured all branches and departments on specific service quality attributes every month. Understand how Service Quality program gets integrated into the branches incentive plans, played into department managers bonus and how service quality was recognized and rewarded within the organization.


  • Learn how one institution created an environment where everyone was focused on providing exceptional service quality.
  • Learn the criteria/components that we utilized for measuring service quality for the branch network as well as back room departments 
  • Learn how we integrated the service quality program into our incentive and bonus programs throughout the bank.
  • How to integrate service quality into day to day operations.
  • Learn some very basic, yet effective ways to recognize and reward superior service quality.
  • Learn how the front line measured the service quality of each back room operation.