National City Customer Spotlight

Complaint management system for the Banking Industry

The Service Quality initiative at National City was introduced as a method of ensuring long-term commitment to quality service through objective analysis, implementing changes, and ongoing performance monitoring. “Creating a culture focused on QUALITY takes time and requires dedication, but the rewards are endless,” said David Tovtin, Vice President, National City Bank. 
 

As part of the Service Quality focus, all National City business lines participated in self-assessment focus groups to identify key opportunities aimed at better serving both internal and external customers. These focus groups involved employees across all locations and levels of the organization. During these initial focus groups, as well as the preliminary decisions during the development of the corporate-wide
Service Quality strategy.

• Reduce errors
• Faster resolution times
• Increase customer satisfaction
• Streamline workflow
• Implement a common software platform for the entire company.

The Excel Award, National City's highest employee recognition award program,
recognizes individuals and work teams who understand that taking care of the
company begins with taking care of the customer. They are leaders whose
standard of excellence demonstrates National City's core competencies of sales,
service and efficiency.  The winners were announced during the Breakfast of Customer Champions videoconference on March 13, 2002.  Congratulations to the Everest Team, 2001 Excel Award winners:

TO: Lynk Software, Inc.

Thanks so much for your excellent work in the past months in helping us launch the Everest - Customer Focused Quality Management System.  You and your company exemplify exactly what we are trying to achieve at National City. Both Dave and I feel that we could not have achieved this success without the great amount of passion and care you showed us as your customers. You and your team could not have been more attentive to us in our endeavor to bring this customer focused program to National City.

Please extend our thanks to your entire team, each one of them was a pleasure to work with.

Valerie Paul
National City Project Services

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