Wells Fargo 2010 Annual Report Download - page 19

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Coast-to-coast service
When Juliet Zhu says, “ ?” her
customers know exactly what she’s talking about.
Zhu, based in El Monte, California, is a phone
banker with the Chinese Language Sales team,
serving customers across the nation and around
the world. InDecember, the seven-year company
veteran started a call with her usual greeting
(“How can I help you today?”), and discovered a
customer-to-be in Norcross, Georgia, who needed
fast help. “He didn’t speak English and needed
to open an account so he could send money to his
family in China,” Zhu said. She started the process,
then—because the request was so urgent—
asked him to go to a WellsFargo banking store
in Norcross to complete the account opening.
He said he didn’t know how to talk to a banker,
but “Iexplained what to say, and he wrote it down
and the local banker did the rest. We earned a
new customer because we spoke his language,
had the right products and could meet his urgent
requestfast.” The customer opened several
accounts and is sending money to China through
the ExpressSend® service, WellsFargo’s way for
customers to send money to remittance network
members in othercountries.
“We earned a new
customer because
we spoke his
language, had the
right products and
could meet his
urgent request.”