BANK EMPLOYEES DESIGN SYSTEM TO HELP PUBLIC Series: Quality: Living the Revolution FIFTH Edition

Marion Petel remembers one customer who called Lehigh Valley Bank in a rage, furious that he hadn't gotten his monthly bank statement on time. Petel, after getting an earful of the man's bellowing, marched up and retrieved a copy of his statement, hopped in her car and delivered it to his...

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Bibliographic Details
Published inThe morning call (Allentown, Pa.)
Main Author Funk, Nancy M
Format Newspaper Article
LanguageEnglish
Published Allentown, Pa Tribune Interactive, LLC 09.08.1990
Subjects
Petel, Marion
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Summary:Marion Petel remembers one customer who called Lehigh Valley Bank in a rage, furious that he hadn't gotten his monthly bank statement on time. Petel, after getting an earful of the man's bellowing, marched up and retrieved a copy of his statement, hopped in her car and delivered it to his Bethlehem house herself. Petel supervises Lehigh Valley Bank's Customer Communications Center, a one-year-old, four-employee unit conceived by the bank's employees. It is the tangible result of Lehigh Valley Bank's quality program, launched in November 1987.
ISSN:0884-5557