Customer Service: The Mariner Way

by Chris Plude 17. October 2011

1st Mariner Red Carpet Customer ServiceEverywhere you turn someone somewhere is talking about a customer service experience they’ve had.  Too often the conversation is about poor customer service and how horrible the individual felt after the experience.  Excellent customer service is not something taught over night, it comes from a team of individuals working together to come up with new and exciting ways to encourage and motivate the staff of an organization. Being one of the only local banks left in Baltimore, great customer service is crucial to the continued success of 1st Mariner Bank.  Our main focus is on providing outstanding customer service which we have dubbed “Providing Red Carpet Service the 1st Mariner Way”.  All 1st Mariner employees are required to attend “Red Carpet” training and are given assignments throughout the year to keep the material fresh in mind.

"Mariner Minute to Win It!"

The 1st Mariner Bank Training and Employee Development department works at finding unique and entertaining ways to keep employees informed, motivated and energized for work every day. As the old adage says “if Momma’s not happy (our employees), nobody is happy (our customers)” and this is true in the business world too.  This year the Training and Employee Development division celebrated Customer Service Week to say thanks to our branches and contact center staff for the invaluable job they do every day.  The first week in October, National Customer Service Week, is summed up with the tagline “Refresh, Recharge, Reconnect.”  Each day during this week a representative from each 1st Mariner branch played various games, which encouraged teamwork as well as taught customer service lessons.  Some of the games were customer service bingo, a scavenger hunt, and ring toss.  In addition to these daily games, there was a “Customer Service Street Crew” who visited each branch to play “Mariner Minute to Win It,” our version of the popular TV game show.   Throughout the week the branches were revitalized and really enjoyed coming to work, not only to play, but also to share this experience with our customers.

As the results of our recent Online Customer Survey demonstrate, 1st Mariner's customer service is the number one thing that sets us a part from other financial institutions. Having a team of leaders who share the overall goals in providing excellent service and care to our customers is the first step in achieving outstanding customer service.   As a whole, the staff at 1st Mariner Bank will continue to constantly work to be the best local bank and the best in customer service; after all, we built this bank for you.

Check out some of the photos and videos that were taken of our Mariners as they competed in the "Mariner Minute to Win It" challenge.  Additional videos and photos can be found on our Facebook and YouTube pages.

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