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FMSI CEO Publishes Article About Improving Branch Service

By W. Michael Scott
March 18, 2013

BAI Banking Strategies Article: Improving Customer Service in the Branch

"Financial institutions, and for that matter, all service-oriented businesses, tend to struggle with customer service. Few (if any) companies become customer service stars without a clear plan to achieve their goals – and appropriate execution of the associated strategies.
Fortunately, many of the problems that hamper good customer service are often fairly easy to avoid. Furthermore, part of managing the customer service experience is managing the way those customers perceive it."