05.10.2011 / You Have a Voice at First National Bank

Customer advocacy is built into our company culture. Each and every month, hundreds of employees, including senior leadership, sit together and listen to incoming customer service calls in an effort to talk about how to continually improve the customer experience. These sessions are held several times a week, throughout the month, and are attended by every department responsible for the products, services and policies that support your experience with First National.

"Even one late payment can affect your credit standing"

How do you think that customer left feeling about us?
Could we have done something better on that call?
What changes in policy or process could have made this a better customer experience?
What would have prevented frustration for our customer?

These are some of the questions asked of employees attending monthly customer advocacy sessions. 

What do employees like best about the sessions?
Deb, who heads up customer advocacy at First National, shared the following:

“During a session, a customer called in who had just lost her job and was worried about being able to pay her bill. She wasn’t late yet, and because of that, we couldn’t really do anything to help her until she went late. Listening to that call made us realize we didn’t have a solution for our customer. A special task force was formed to review the opportunities and a customer assistance program was developed and implemented within three weeks. That program today provides temporarily help for customers who find themselves in a bind, but aren’t yet late paying their bill. If you listen to these calls now, it’s amazing to see the difference this program can make. It’s a great feeling to know I was a part of being able to make that happen – and all because we were listening!”

During these challenging economic times, unexpected things can and will happen. Please remember that as members of the same community, First National Bank employees are here to work together with you on creating solutions in your times of financial need. It’s who we are, its part of our history and part of our every day culture, to be one with you.

How can we better serve you? We want to hear your ideas. Post a comment now.

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