Four Steps to Better Member Service

CU*BASE is more than data processing software; it is a tool you use to serve your members better. It is therefore important for your credit union to determine a “script” you can use whenever interacting with a member for any reason. CBX should enhance any communication you have with a member, not detract from the one-on-one contact that members expect and deserve.

There are generally four steps in any communication with a customer:

• Introduction (finding out who the member is)

• Request (finding out what the member needs)

• Review (making sure you understand what the member requested)

• Conclusion (giving the member what he or she asked for)

Keep these steps in mind while working with the teller processing features in CBX. You should be communicating with the member throughout the entire transaction, reviewing and discussing each step so that errors are minimized and the member leaves completely satisfied.