Company: New York Community Bancorp, Inc.
Company Description: New York Community Bancorp,Inc. is currently the 21st largest bank holding company in the nation and a leading producer of multi-family loans. The Company operates two bank subsidiaries- New York Community Bank, a thrift, with 241 locations in Metro New York, New Jersey, Ohio, Florida and Arizona; and New York Commercial Bank, with 34 branches in New York City, Westchester county and Long Island
Nomination Category: Solution Provider Awards Categories
Nomination Sub Category: Customer Service or Call Center Training Practice of the Year
Nomination Title: New York Community Bancorp's "Every Customer Every Time" Initiative
Tell the story about what this nominated organization has achieved since the beginning of July 2010 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
And BE AMAZING to every customer, every time! This is our philosophy, our
focus, our work. As an organization we realized that in today's diverse
marketplace, our customers see AMAZING customer service as a differentiator.
As part of our ongoing effort to earn a World Class Service reputation, our
Executive Management Team supported the development of a service workshop for
the entire organization. The Employee Development & Training team developed the
ECET or Every Customer Every Time half-day workshop with the mission of
changing our company's service culture from good to AMAZING! In a classroom
setting, participants would learn what it takes and how it feels to deliver an
industry leading service experience. We began by studying companies that are
known as "best in class" for providing extraordinary customer service in their
industry. We asked ourselves, why are they considered to be the best? What
aspects about them pleased their customers?
We learned that a truly customer-focused organization sees things through
the "lens of the customer." A Customer Service Model was created with the
customer, internal and external, at the center of everything we do. We
established four Service Standards as our "Rules of Engagement" - Courtesy,
Accuracy, Responsiveness and Relationships; our focus on the Service
Environment, "Everything Speaks" to our customers; reviewing our processes
through the lens of the customer.
We recognized the importance of continuously measuring the quality and
consistency of our service. Rewarding our top performers was an instrumental
part of our plan. Coaching and training were provided to correct behavior in
order to achieve optimum performance levels. We engaged two outside services
to perform mystery shops in our branch locations.
Our journey began in January, 2011 when we introduced the ECET or Every
Customer Every Time initiative to branch personnel. Subsequently, we rolled it
out to other areas in the Company.
Some AMAZING highlights from our outside agencies' reports for third quarter
2011 included the following comparisons to industry standards:
With regard to professionalism and establishment of good customer relations,
our Tellers exceeded the normative data, receiving perfect scores in serveral
categories. Even their lowest score was 28 percentage points above the
normative average. Tellers handled customer's transactions with 100% accuracy,
assisted with any special needs themselves or referred the customer to a
platform representative. They were rated highly in expressing appreciation for
their customer's business, verifying all needs were met.
Our Platform Representatives also scored high on professionalism and customer
relations, outperforming multiple normative averages by 12 or more percentage
points. Their product presentation skills showed strength in product
suggestion, cross-selling nearly 15 percentage points more frequently than the
Please see the attached BE AMAZING summary card provided to all branch
employees, and some resulting examples of AMAZING customer service!
List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:
Provide a brief (up to 100 words) biography about the leader of this nominated company:
Robert P. Gillespie, Executive Vice President of Employee Development &
Training and General Services at New York Community Bank, has held a wide
variety of positions in Human Resources, leadership and employee development
and contract management. Over the years, his focus has been in the areas of
staffing and development of talent throughout the organization, starting with
the internal and external customer focus and customer experience. He has
developed and delivered numerous topics in his field of expertise.