The recent United Airlines Customer Treatment Debacle should be looked upon as a teachable moment for all customer/member service organizations.United s overbooking of passengers and their subsequent mishandling of the situation will cost their company millions in legal and future revenue not to mention the image killing brand the company must now remake to rebuild trust with the American public.United violated the cornerstone mantra of any exceptional consumer organization:The Customer (in our case Member) is King & Queen!Consumers and our credit union members are the lifeblood of any organization and they should be treated with respect and dignity.Consumers have the choice, access, and resources going for them so thinking that your credit union is the only game in town is a business myth.Ethical treatment of our members is one of the core principals of the credit union movement and credit union membership should have its advantages and be what differentiates us in the financial services marketplace.United s overbooking of customer seats (which is fraud—how can you book a seat that is not available) and favoring employees over paying customers is not how a world class service organization should operate.And employees not being empowered to use common sense in dealing with situations that need flexibility and not going by the book–can cost any organization dearly.World class or Member-Centric service organizations know that sometimes you must inconvenience yourself for the convenience of the customer/member.Credit Unions should strive to seek ways to add value to our members’ lifestyles (save time/money/ensure financial security/not jump through hoops to do business) and treat all members in a courteous and professional manner.The more we can add value and value our members, the more “Member-Centric”, prosperous and successful our credit unions will become.This is an opportunity to take our credit unions to the next level of service by training our employees to treat our members in this fashion.And more of our current and new members will buy from us because of why we do what we do (our philosophy/purpose) versus what we do.Credit Unions should never take their members for granted and should seek to wow members at every service opportunity touch point. Employees must bring their “A-Game” to work every day and treat all members with passion and care— just like you would treat your mother! 72SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,John Vardallas John A. Vardallas CAE, CUDE is Founder/CEO of The AmericanBoomeR Group, a Madison, Wisconsin based speaking/consulting firm. He is also Senior Faculty Advisor/Project Evaluator for SCMS and … Web: www.theamericanboomer.com Details
Manchester City assistant manager David Platt has left the club just a day after Roberto Mancini was sacked. Mancini paid the price for a poor season which saw the club beaten by Wigan in Saturday’s FA Cup final at Wembley after surrendering the Barclays Premier League title to arch-rivals Manchester United. Platt was offered the chance to stay on at the club which he joined in 2010 but decided to join Mancini in leaving. Press Association The club released a statement which read: “With regret Manchester City announce that David Platt has this afternoon left his role as Assistant Manager at the Club. “David was offered the opportunity to continue his work with us but has declined the invitation. He has decided to leave his role with his close friend Roberto Mancini. “David has made a significant contribution to the Club’s success since joining in 2010 and we wish him well with his career wherever that now takes him.” Platt was part of Mancini’s backroom staff at the club, winning the FA Cup and then last season pipping United to the Premier League title on the final day.
(REUTERS) – Claudio Ranieri said his “dream died” when he was sacked by Leicester City nine months after leading them to the Premier League title against all the odds.The Italian was fired on Thursday with Leicester one place and one point above the relegation zone.“Yesterday my dream died,” Ranieri said in a statement yesterday. “After the euphoria of last season and being crowned Premier League champions all I dreamt of was staying with Leicester; the club I love for always. Sadly this was not to be.”Ranieri’s dismissal has been met with widespread shock.“The adventure was amazing and will live with me forever,” the 65-year-old manager said.“My heartfelt thanks to everybody at the club, everybody who was part of what we achieved, but mostly to the supporters. You took me into your hearts from day one and loved me. I love you too.”Leicester started last season as 5000-1 outsiders to win the English top-flight title for the first time in their history.“No-one can ever take away what we achieved together and I hope you think about it and smile every day the way I always will,” Ranieri said.“It was a time of wonderfulness and happiness that I will never forget. It’s been a pleasure and an honour to be a champion with all of you.”