Bankwide Service Recognition Program

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Why Service is Important

• Why Service? The need for M&T to differentiate itself from our competition– Higher levels of customer service lead to higher customer

satisfaction

– Higher customer satisfaction leads to higher average profitability per customer and improved retention rates

• What is Service?– Customers can be Internal (employee to employee) or External

– Treating all internal and external customers as your top priority

– Being positive, proactive, and professional at all times

– Influencing the public’s perception of our organization by what you do and say

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What is in it for . . . “M&T Bank strives to be the best place our employees ever

work, the best bank our customers ever do business with and the best investment our shareholders ever make.”

• Me and my colleagues?– As an internal customer I know I will receive the support I need to do my

job well

– Lead by example - treat others as you would want to be treated

– Superior Work experience.

• External customers– Receive superior customer experience

– Problems are owned and resolved quickly

• The Bank– Recognized as Bank of Choice, providing M&T a competitive advantage

M&T’s Approach

BE the BEST

• Existing service standards

• Bankwide

• Division Specific attributes

based on 5 Keys

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5 Keys to BE the BESTCUSTOMER ASSET MANAGEMENT“Being the Best Begins with You!”

 BE Proactive1. Avoid saying “No.” Offer solutions, alternatives, explanations, and always deliver these with courtesy and respect. 2. Respond to email/voicemail promptly and utilize out of the office email/voicemail to meet customer expectations, but no later than 24 hours.3. Offer assistance to co-workers & management. Promote teamwork on both internal and external tasks.4. Take initiative to do a task before being asked.5. Offer ongoing recommendations to management to further improve the customer experience, process or resolution of problems. Be Knowledgeable1. Understand the question before answering. Do it right the first time.2. Know what is expected of you. Use Policy & Procedures, co-workers & management to get the information needed to accomplish a task. 3. Know why we/you do what we do.4. Take pride in your role and how your role impacts the whole process.5. Share your expertise with others through ongoing communication. Express Appreciation1. Answer phone by identifying M&T Bank, who you are and asking the caller how you may help.2. Speak to customers with a smile.3. Thank the customer for their call/time and close call with you’re welcome. Show Respect1. Whenever possible address customers by their name.2. Make direct eye contact and smile to customers.3. Allow the customers voice to be heard.4. Avoid blame or speaking ill of M&T Bank or Business Partners.5. Make the customer feel that they are your top priority. Take Ownership1. Own the problem/call; get customers to the right place for resolution (no blind transferring).2. Deliver on your promise/own the problem.3. Take responsibility and the initiative for self-improvement.4. Consistently or exceeding performance standards.

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Introduction to High Five

• Service Recognition Program– 5 Keys to BE the BEST

• Program Objectives

– Improve employee interaction with customers (internal and external)

• Reinforce brand behaviors: BE the BEST• Replace existing programs• Recognize more employees

– Drives Employee Engagement • Recognize employees and make them feel valued and

appreciated• Feedback is simple, consistent and immediate

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Transition

• Transition – If you have an existing divisional program, insert transition / phasing

out information

• Programs that are outside High Five scope – Sales Incentive

– Compensation Incentive

– Service Anniversaries

– Ideas @ Work

High Five Recognition

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Eligible Recipients

Eligible Issuers

Earning Criteria Award Received

Thank You Employees &

Managers

Employees, Managers & External Customers

Receive recognition by demonstrating any of the 5 Keys

Thank You Certificate

Above & Beyond

Employees Managers

Managers are notified of or witness employees going Above & Beyond the call of duty

Managers upgrade a Thank You to an Above & Beyond

Above & Beyond Certificate

100 Points

High Five Card

Employees Senior

Managers

Cards given on-the-spot for either witnessing or being notified of employees and managers providing excellence customer service

High Five Card

Senior Management Recognition

100 Points (Must enter redemption code through High Five website)

Thank You Recognition

• Foundation of the High Five Program– Non-Monetary Form of Recognition

– Recognition is the Reward

– Unlimited Nominations

– Peer to Peer, Manager to Employee, Customer to Employee

– Online Nomination Process

– Thank You Certificate Generated – manager CC’d

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Thank You Certificate

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You went way above and beyond to help solve a very sensitive issue with a high value customer. The customer was ready to take her business elsewhere and you stepped in, took control of the problem, set appropriate expectations, then made sure we followed through. As a result, the customer expressed her deep gratitude.

Recognized By:

Date: August 5, 2008

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• Recognition from any manager to any employee

• Recognition given based on manager’s discretion

• 100 point reward

• Quarterly budget

• Tax covered by M&T

Ways to recognize employees:1. Building off Thank You Recognition2. Direct Above & Beyond Recognition

Above & Beyond Recognition

Above & Beyond Certificate

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Award Amount:

You went way above and beyond to help solve a very sensitive issue with a high value customer. The customer was ready to take her business elsewhere and you stepped in, took control of the problem, set appropriate expectations, then made sure we followed through. As a result, the customer expressed her deep gratitude.

Recognized By:

Date: August 5, 2008

• Employees below Administrative Vice President level are eligible

• Given by Senior Management to Employee

High Five Recognition Card

• Cross-division recognition

• Recognition given “on the spot”

• 100 point reward

High Five Website

• Will be located through: – Employee Recognition page – found under the Employee Commitment

Site– Divisional Intranet pages

• Utilize for:– Online Nomination Process (Thank You and Above & Beyond)– Redemption of points on High Five Cards– Access to Personal Employee Account – Merchandise purchases with points– Managers can view reports and review budgets

• External Customer Nominations are through www.mtb.com.

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High Five Homepage

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Coming Soon

• Bankwide program announcement

• Launch intranet site

• Internal communications begin

• WBT for all employees

• Marketing materials distributed

• Program Launch – Late September

• Sweepstakes – First 90 days

• External Site for customer nominations

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Questions

Please contact the Service Champion for your division or

department:

Lisa Colvin – Ext. 4841