TCF Bank 2000 Annual Report Download - page 21

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T C F = T H E C U S T O M E R F I R S T
TCF is a results oriented company. Our strategy for growth through de novo expansion and new business development in key markets
continues to be successful. Equally important to us is our focus on delivering great service to customers and consistent returns to
our shareholders.
TCF recognizes the importance and value of continually exceeding our customers' expectations. We also know the value to our
employees of being recognized and rewarded for delivering great service to our customers. Employee and customer satisfaction go
hand-in-hand. It is no wonder that companies that continually achieve high levels of customer satisfaction and shareholder
returns are also those companies that have high employee satisfaction.
Two keys to successful customer service programs are to set clear, understandable expectations and to communicate them con-
stantly. TCF's program includes publishing service expectations and reinforcing them on a day-to-day basis. Our service standards
are simple and straightforward, reflecting exactly what our customers expect:
Give each customer undivided attention.
Follow up on all customer requests … and quickly.
Resolve customer issues promptly.
Maintain a positive attitude and positive behavior.
Thank the customer for their business.
At TCF, we encourage employees to always achieve and exceed customer expectations. With the right culture, training and com-
munications in place to reinforce our message, we will see continued improvement in our service levels.
At TCF, The Customer truly is First.
19
TCF
6
THE CUSTOMER FIRST
Our customers come first at TCF.
Everything we offer … our products,
ATMs, branch hours, locations … are all
designed with our customers' lifestyles in
mind. Long-term customer relationships
are built on the foundation of outstanding
products and excellent customer service.
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