The credit union invests heavily on living up to this service promise. There are obvious technology investments such as online banking, billpay and instant issue Visa Debit Cards that make doing business with Gulf Coast Educators easier. There are other investments such as the Allpoint ATM network that may not be as well known. Our members have access to over 30,000 surcharge free ATMs in the US due to our participation in the network.
The largest investment your credit union makes in order to make it easy to do business with us is our people. Our call center staff continually put up some great numbers in terms of the numbers of call they answer each day so our members talk to person and don't get stuck in a phone system nightmare where it doesn't matter which buttons you push, you'll never get to talk to a human. Our MIS department keeps our systems up and running so that the tellers are able to process your transactions and our online services run almost uninterrupted. Our back office staff works hard and some of them early to make sure your direct deposits make it to your account before we even open our doors.
Our Pearland office doesn't have a drive thru but the employees there have been known to give curbside assistance to those who might have difficulties getting in and out of their vehicles. Each day, our employees try to make it easy for our members to take advantage of all the credit union has to offer. We encourage our members to let us know if there are other ways we could make it easier to do business with us.
Friday, November 19, 2010
Monday, November 8, 2010
Responding in a Timely Manner
Last year we introduced our service promises to our members. Visit https://www.gcefcu.org/mission.php for the complete list of service promises. If you ever feel that we are not living up to any of these, please let us know. It is important that we get feedback from our members.
In the coming weeks, we want to focus on our service promises and let you know what you should expect from us and what we expect from our employees so that we live up to that service promise. This week, we focus on our promise to respond to your request in a timely manner.
As a part of this promise, employees are asked to reply to e-mails and phone calls within 4 business hours. We know there is nothing more frustrating than not getting called or e-mailed back. For this reason, we also try to respond to e-mails after hours and on weekends.
If you call us, you can expect a live person to answer the phone within 30 seconds. Our call center does a very good job of living up to this service promise. They consistently have good numbers to reflect their commitment to responding in a timely manner.
Now it is your turn. Let us know if you feel we respond in a timely manner.
In the coming weeks, we want to focus on our service promises and let you know what you should expect from us and what we expect from our employees so that we live up to that service promise. This week, we focus on our promise to respond to your request in a timely manner.
As a part of this promise, employees are asked to reply to e-mails and phone calls within 4 business hours. We know there is nothing more frustrating than not getting called or e-mailed back. For this reason, we also try to respond to e-mails after hours and on weekends.
If you call us, you can expect a live person to answer the phone within 30 seconds. Our call center does a very good job of living up to this service promise. They consistently have good numbers to reflect their commitment to responding in a timely manner.
Now it is your turn. Let us know if you feel we respond in a timely manner.
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