Development for Customer Focus
Supporting the Lead Success Profile

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Tips

Treat your customers with CARE:

• Commitment: letting them know that you can and will assist them
• Assurance: taking ownership of the issue, being courteous and honest
• Responsiveness: delivering what you promised, when you promised it
• Empathy: showing you value them, treating them with dignity and respect

Watch for articles in Wells Fargo newsletters and local papers regarding recognition that any of your internal or external customers receive. Make sure to contact them to extend your congratulations.

If you are accountable for a far-reaching territory, know that there is a common customer perception that your out-of-state customers will not get as much attention as your local customers will. As a result, you'll want to be constantly on the lookout for ways to help far away customers feel like you are right around the corner. Be especially conscientious about contacting them frequently, returning correspondence, and being available to them.

Identify new business opportunities by being clear about why our customers come to us today. Ask yourself these questions:

• Who are our customers?
• What are the products and services that draw our customers?
• What customer problems do we provide solutions for?
• Which products/services positively impact our customers' bottom line?

Use the answers to these questions to identify potential new customers. Assess how their needs may differ from the needs of our current customers.

Get in touch regularly with your internal and/or external customers. Get feedback on what could go more smoothly. What would your customers like to see your group start doing? Keep doing? Stop doing?

Try to really understand the customers' perspective and issues. Listen carefully when your customers are upset or frustrated. Paraphrase to ensure that you have a good grasp on the situation.

Show your customers that their concerns are your most important concerns. Be proactive about providing status updates and progress reports. Return customer phone calls in an expedient manner.

Put yourself in your customer's place and consider these three components:

1. Value. How does this decision/service/product add value to the customer?
2. Service. How does it improve service to the customer? 3
3. Cost. How does it impact cost and margin?

Always be on the lookout for ways to improve service-don't be satisfied just because no one complains. Pay attention to good customer service experiences you have and note what made those experiences good for you. Incorporate relevant components into the service your area provides.

Keep a professional demeanor at all times and never lose your cool. Staying calm shows your customers that you're in control, even though you may feel differently inside. Use a positive, problem-solving approach whenever you're dealing with a customer concern.

Model positive attitudes about your customers for others on your team. Make a point of showing others how you take ownership of problems and care for the people who make up your customer base. Avoid undermining customer relationships and appearing unprofessional by speaking negatively about difficult customers behind their backs.

When discussing a customer's request or concern, avoid cutting him/her off with a blunt "no." If it's something you really cannot do, talk with the customer about why it needs to be done. Consider how the issue could be approached differently so that you can help, or make specific recommendations about who can provide the support that the customer needs.

Recognize the vital role that customer service providers fill within Wells Fargo, and give them the respect and recognition they deserve.

Involving your internal and/or external customers in coming up with appropriate solutions to problems can often lead to highly successful results. Work to develop a problem solving partnership, getting input from customers regarding how they would like to see their issues handled.

Actively seek ways to reach out to diverse communities and build customer partnerships, and develop new products and services to meet their needs.