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hi I'm John Shaw I'd like to talk about customer service strategies that you could use in your bank to build more market share to increase the process to increase loans to increase your assets to eliminate and reduce customer complaints whether you have 40 employees or 400 employees or 4,000 employees you're going to teach everybody the skills and the art of customer service we have to change some of the policies and rules and procedures to make it easier for people to do business with you I find that many banks are very rule driven there's no empowerment employees get down on their knees every night and they say dear God give me more rules more policies more procedures you want your employees making very fast empowered decisions and rarely do I find an employee in a bank that will do that and then you have to train and develop your staff on the skills and the art of customer service it's it's execution of fundamentals you can go to any university any high school for the rest of your entire life anywhere in the world okay there's not one course there's not one class that's going to teach your employee the skills in the art of customer service so if you want to change behaviors and attitudes teach people the skills of customer service build employee morale and teamwork then you have to have something new and fresh and it better be virtually every four months and when you stop customer service will start to disappear you have a lot of employee turnover rates okay it's high you want to make sure that all the new employees are trained you want to make sure the people that have been there for two years in five years are constantly being trained with new material and the skills and the arts of customer service that's the strength of service quality Institute I challenge you to become a service leader I challenge you to take your Bank understand the service strategy crush your competition learn how to differentiate yourself develop a customer experience that customers have never and any other bank in their lifetime before thank you you