Facing increased competition and challenges to customer loyalty, FAB launched a service excellence and process improvement initiative called Service First.
The objective was to “unlock possibilities” with consumer and corporate clients. By better understanding customer needs, increasing speed to deliver solutions, enhancing communication, and creating a better customer experience, FAB would “be the first choice” for all banking needs. Four critical areas were identified: Service Leadership, Service Improvement Process, Service Recognition, and Service Education.
Top Executives led a Steering Committee and “Work Stream” teams were formed to address each area. The top 100 Functional leaders met quarterly with Uplifting Service to align direction, understand new brand values, determine improvement targets, and create service improvement tools.