2003 Annual Report: Raising the Bar for Consumers (Page 2 of 5)

In our ongoing research, customers consistently tell us they want easy access, lots of choices, fast service and knowledgeable sales people. And they want to enter any of the nearly 4,300 banking centers in our nationwide franchise with the confidence that they will receive the same consistent, high level of service, whether they are in Los Angeles, Wichita, Seattle, Atlanta or Washington, D.C.

Much of our investment in sales-and-service processes and training is focused on delivering that consistent experience for customers in every location. One key is leadership. In our banking centers, our managers — especially during peak times — manage from the lobby, where they can help to greet and guide customers, ensure timely service, coach their teammates and experience our banking centers the way customers do.

Other fundamental sales and service processes include tellers trained to listen and make knowledgeable referrals, advanced mortgage training, the presence of small business and investment specialists in many banking centers, and an online customer-needs assessment tool that our associates can use to build relationships in a thorough, conversational manner.

Our focus on process excellence includes improved ways for banking center associates to stay linked with their teammates in the mortgage, investments and small business areas — as well as those in telephone banking, online banking, product development and customer fulfillment — enabling them to give customers a more seamless, satisfying experience.