The Service Always Matters (SAM) handbook is your guide to Capital City style - how to live out the promise of more than a bank, your banker. SAM covers what to wear, how to speak professionally, how to lead (and attend) meetings, and so much more. For the full handbook click here, or click the tabs for SAM's most popular tips. 

Visit Banker's Standards and Service Pyramid to learn how to provide exceptional client service every time. 

A smile can be heard in your voice, even if the clients can't see you. Remember to always answer with a smile. 

The following are tips for answering the phones the SAM way.

• Answer calls within three rings.
• Use the approved phone greeting:
  • “Thank you for calling Capital City Bank. This is your banker, {your name}. How may I help you?”
  • Identification of office location or department is optional.
• If you need to put the caller on hold, ask for their permission, wait for their response and then place them on hold.
  • When you return the call, thank the caller by name for holding.
• If you are unable to assist a caller with their request, always make a live connect. Inform your fellow associates of the caller's name and nature of the call. 
  • Use positive phrases when transferring the caller, such as “I'm happy to connect you.” or “Joe will be able to help you. Thank you for calling.”
• When receiving a transferred external call, answer with the approved greeting:
  • If you know the caller's name: “Hello, {client's name} This is your banker, {your name} How may I help you?”
  • If you do not know the caller's name: “This is your banker {your name}. How may I help you?”
• When a caller thanks you for your assistance, be gracious in your response. For example:
  • “You're welcome.”
  • “It's my pleasure.”
  • “I hope to talk to you again soon.”
  • Never say “No problem.”
• How to answer the phone while with a client:
  • Ask your client for permission to answer the phone.
    • “Would you mind if I answer this call?”
  • Answer the call with the approved greeting.
  • Listen to the request of the caller then respond:
    • “I am assisting another client. May I please take your name and number and call you back in a few minutes?”

There are times when you can not get to the phone, whether you have stepped out or simply unable to get to it within the three rings. You should have your voicemail set up so clients can leave you a message if they chose to do so. The following are some tips to keep in mind when addressing those missed calls.

• All voicemail should be returned the same day, if possible. The general rule to follow is:
  • Calls received before 2 p.m., respond the same day.
  • Calls that come in after 2 p.m. should be returned within 24 hours 
• Use the approved script for voicemail greetings:
  • “This is your banker {your name} with Capital City {your department}. I am in today, but away from my desk. Please leave your name, phone number and a message, and I will return your call as soon as possible. If you need immediate assistance, please press 1 and you will be connected to {insert your referral extension contact name}. Thank you for calling Capital City Bank.”
• Use the approved out of office voicemail greeting when appropriate:
  • “Hello, this is your banker {your name} with Capital City {your department}. I am currently out of the office and will return on {insert day of week and date}. I will return your call as soon as possible. If you need immediate assistance, please press 1 and you will be connected to {insert your referral extension contact name}. Thank you for calling Capital City {your department}.”
• Be certain your referral extension works, and is not the same as another associate's in your department. Don't put callers in an endless loop; give them an opportunity to speak to an individual.

Leaving a voicemail

• When leaving a voicemail for a client, vendor, or associate, give the person your first and last name, phone number, and a brief description of why you are calling (unless this requires including personal financial information). 

Send the right message with SAM style every time.

• Download the  E-mail Signature Instructions to create an approved e-mail signature.

• Avoid using wallpaper, e-mail backgrounds, or adding personal quotes or other sayings to your signature.
• Use out of office messages when appropriate.
  • DO NOT include personal details such as Paid Time Off (PTO) dates or reasons.
  • For example: “I am out of the office and will return on {insert the day of the week, date}. If you need immediate assistance, please contact {associate name} at {associate e-mail} or {associate phone number}.”
• All e-mails should be returned the same-day, if possible, but the general is to respond to messages received before 2 p.m. the same day. Emails that arrive after 2 p.m.  require a response within 24 hours.

The following are some simple tips to make every client, both internal and external, encounter shine.

• Treat every client as if they are your only client, whether external or internal.
• Be punctual – or better yet, early. When you are repeatedly late, it sends a signal that you don't respect others' time.
• Keep your word – your credibility depends on it. Every time you fulfill a request, meet a deadline, complete a task, or keep a promise, you shine brighter in your client's and/or supervisor's eyes.
• It's not how badly you mess up, but how well you clean up the mess that makes or breaks your reputation. Covering up, ignoring or minimizing blunders only compounds the problem. Admit your mistake, explain how the mistake happened (avoid making excuses or placing blame), assure the client it has been corrected and apologize.
• Choose your words carefully and respect confidentiality. You never know who may be within earshot, so keep gossip, improper language, profanity and harsh words at bay. Handle every situation with maturity, patience and self-control.
• Handle conflict with grace. You are bound to encounter people who test your patience or question your abilities or authority. Remain calm and others will be receptive to working with you. 
• Don't burn bridges. Relationships are critical to our success, so speak favorably about clients, vendors, associates, and even those who no longer do business with us.
• Be dependable. If you volunteer on behalf of Capital City Bank, arrive early, be prepared and be a team player. If you must cancel or reschedule, give adequate notice and apologize. Let this be the exception not the rule.