TD Bank 2009 Annual Report Download - page 8

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TD BANK FINANCIAL GROUP ANNUAL REPORT 2009 OUR CUSTOMERS AND CLIENTS
4
Momentum =Legendary Customer Experience
The economic downturn has been tough on many, and to support
our customers through this difficult time we launched TD Helps. We
empowered our employees to help customers by expanding our
capacity to provide debt counselling and giving customers the option
to defer mortgage payments or consolidate debt for lower monthly
payments. Why? Because it’s the right thing to do for our customers.
And it makes good business sense. It’s easy to support our customers
during good times. But we believe the true mettle of a bank is
proven during tough times.
Delivering legendary customer experiences is what sets TD apart from the competition – it’s our
strategic advantage. We go above and beyond for our customers every time and we have the
results to prove it. In 2009 we contacted over 400,000 Canadian retail customers to determine
satisfaction levels with the service we deliver. Customers tell us they feel valued and that we
show genuine interest in being helpful and meeting their needs.
BILL ANTHONY CHICAGO, ILLINOIS
When Bill Anthony noticed that his aging mother was no longer able to manage her finances, it became clear
that he and his siblings needed to help out. His mother was a long-time legacy TD Banknorth customer, so Bill
reached out to his mother’s home branch in Longmeadow, Massachusetts, and was overwhelmed by the level of
service he received. Reorganizing his mother’s finances was a complicated and stressful undertaking, but the
TD staff eased the situation. They made it simple and were always there, ready to assist, no matter how big or
small the issue.
“You only get one chance to do things right the first time – and
TD got it right,” says Bill Anthony. “Banking isn’t about numbers
and procedure. It’s about the person – dealing with individuals
and supporting them however you can.”
Owning the
Customer Service
and Convenience
Space
TD Bank, America’s Most
Convenient Bank, was named
Highest in Customer
Satisfaction in Retail
Banking in the Mid-Atlantic
Region for the fourth
consecutive year.*
OUR CUSTOMERS AND CLIENTS