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. CU*BASE 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 CU*BASE. 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.