Bankwide Service Recognition Program

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• Bankwide Service Recognition Program

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Why Service is Important

• Why Service? The need for MT to differentiate
  itself from our competition
• Higher levels of customer service lead to higher
  customer satisfaction
• Higher customer satisfaction leads to higher
  average profitability per customer and improved
  retention rates
• What is Service?
• Customers can be Internal (employee to employee)
  or External
• Treating all internal and external customers as
  your top priority
• Being positive, proactive, and professional at
  all times
• Influencing the publics perception of our
  organization by what you do and say

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What is in it for . . .

• MT Bank strives to be the best place our
  employees ever work, the best bank our customers
  ever do business with and the best investment our
  shareholders ever make.
• Me and my colleagues?
• As an internal customer I know I will receive the
  support I need to do my job well
• Lead by example - treat others as you would want
  to be treated
• Superior Work experience.
• External customers
• Receive superior customer experience
• Problems are owned and resolved quickly
• The Bank
• Recognized as Bank of Choice, providing MT a
  competitive advantage

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MTs Approach

• BE the BEST
• Existing service standards
• Bankwide
• Division Specific attributes
• based on 5 Keys

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5 Keys to BE the BEST

• CUSTOMER ASSET MANAGEMENT
• Being the Best Begins with You!
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• BE Proactive
• Avoid saying No. Offer solutions, alternatives,
  explanations, and always deliver these with
  courtesy and respect.
• Respond to email/voicemail promptly and utilize
  out of the office email/voicemail to meet
  customer expectations, but no later than 24
  hours.
• Offer assistance to co-workers management.
  Promote teamwork on both internal and external
  tasks.
• Take initiative to do a task before being asked.
• Offer ongoing recommendations to management to
  further improve the customer experience, process
  or resolution of problems.
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• Be Knowledgeable
• Understand the question before answering. Do it
  right the first time.
• Know what is expected of you. Use Policy
  Procedures, co-workers management to get the
  information needed to accomplish a task.
• Know why we/you do what we do.
• Take pride in your role and how your role impacts
  the whole process.
• Share your expertise with others through ongoing
  communication.
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• Express Appreciation
• Answer phone by identifying MT Bank, who you are
  and asking the caller how you may help.

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Introduction to High Five

• Service Recognition Program
• 5 Keys to BE the BEST
• Program Objectives
• Improve employee interaction with customers
  (internal and external)
• Reinforce brand behaviors BE the BEST
• Replace existing programs
• Recognize more employees
• Drives Employee Engagement
• Recognize employees and make them feel valued and
  appreciated
• Feedback is simple, consistent and immediate

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Transition

• Transition
• If you have an existing divisional program,
  insert transition / phasing out information
• Programs that are outside High Five scope
• Sales Incentive
• Compensation Incentive
• Service Anniversaries
• Ideas _at_ Work

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High Five Recognition
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Thank You Recognition

• Foundation of the High Five Program
• Non-Monetary Form of Recognition
• Recognition is the Reward
• Unlimited Nominations
• Peer to Peer, Manager to Employee, Customer to
  Employee
• Online Nomination Process
• Thank You Certificate Generated manager CCd

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Thank You Certificate
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Above Beyond Recognition

• Recognition from any manager to any employee
• Recognition given based on managers discretion
• 100 point reward
• Quarterly budget
• Tax covered by MT
• Ways to recognize employees
• 1. Building off Thank You Recognition
• 2. Direct Above Beyond Recognition

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Above Beyond Certificate
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High Five Recognition Card

• Cross-division recognition
• Recognition given on the spot
• 100 point reward

• Employees below Administrative Vice President
  level are eligible
• Given by Senior Management to Employee

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High Five Website

• Will be located through
• Employee Recognition page found under the
  Employee Commitment Site
• Divisional Intranet pages
• Utilize for
• Online Nomination Process (Thank You and Above
  Beyond)
• Redemption of points on High Five Cards
• Access to Personal Employee Account
• Merchandise purchases with points
• Managers can view reports and review budgets
• External Customer Nominations are through
  www.mtb.com.

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High Five Homepage
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Coming Soon

• Bankwide program announcement
• Launch intranet site
• Internal communications begin
• WBT for all employees
• Marketing materials distributed
• Program Launch Late September
• Sweepstakes First 90 days
• External Site for customer nominations

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Questions
Please contact the Service Champion for your
division or department Lisa Colvin Ext. 4841
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