This document provides examples of employees at Susquehanna Bank who went above and beyond to help customers. It discusses how Kevin Stevens and Terry Berkley identified a need to update the bank's database and created a new system to improve reporting and search capabilities. It also highlights positive customer feedback about Janice Kotwica, Kathy Oberholtzer, and the Manheim Pike branch team for providing exceptional customer service. The document notes Susquehanna has changed a survey question about teller interactions to capture their expanded role in offering customers a "Relationship Review" and additional products or services.

1. "Doing what countsi'
This month we have some great feedback from
customers (both internal and external customers). Check
out how these employees are"Doing what counts"for our
customers.
Brenda McComas, Loan Accounting Manager at the Loan
Center, shared how Kevin Stevens and Terry Berkley
went"above and beyond"in their job to make a process
easier.
During the course of day to day activities, Kevin Stevens,
Business Systems Administrator and Terry Berkley, Loon
Operations Analyst at the Loon Center, identified a need for
an update to our database for Participation information on
Complex Loons. That need launched some conversations
between the two about specific enhancements that could
be made. Over the course of the yeor, whenever they could
spend some time, the two of them collaboroted, developed,
tested and ultimately launched a new database. The new
database is equivalent to trading in a Ford Pinto for a BMW.
It provides reporting, search ond update capabilities that are
far superior to the old version.
The initiotive shown by Kevin and Terry will increase our
effectiveness as 0 department, and moke us more efficient
os a company. This was never a goalor an assigned project;
they just saw a corporote need, owned the problem and
developed o solution.
Awesome jobl A great example of "Doing what counts" in
taking initiative to develop a solution to a problem.
A customer sent the following letter about Jonice
Kotwico, Branch Relation sh i p Manager, Su n bu ry:
I have used the services of many people in many banks
and Janice shows the most knowledge, friendliness, and
professionalism of any employees I have met. She hos made
dealing with my mother's finoncial problems as POA so
MONTHLY UPDATES ON SUSQUEHANNA'S CUSTOMER SERVICE AND BRANDING PROGRAMS
much easier and understandable.
Great joblThis is a great example of living our Star Servlce
Commitments.
Sheri Garman was talking with a Manheim Pike customer
and he had these wonderful things to say about Kathy
Oberholtzerand the Manheim Pike Branch teom.
Regarding Kathy: He (the customer) relayed how wonderful
you are. . ..that you go "above and beyond", . . ,you are
"professionol and give exceptionol customer service!" He
tolked about oll of the many things you have helped him
with and his situations (moving, etc). . ..he colled you a
"Rock Star"!!! He actually drives past 3 other branches just to
come to Monheim Pike!! ln 30 years of banking, he hos never
witnessed the exceptionalservice he receives from you!
He olso complimented the entire team at Manheim Pike ond
said they are the best!!
Great job Kathy and the Manheim Pike bronch!
Focus on Financial Needs
One of our goals is to be sure that customers know of the
broad range of financial products and services offered by
Susquehanna.To help with this objective, we've changed
the wording of one of the questions our survey asks
a bout customers' i nteractions with tel lers.
?*$$er * ffi*rttl*ffi ffiffiy wdef Ehe ffimatB{ *;*r'r fu*$6*
y*L# rtr*th FffiLr*r ffimmrax:-mfi st**ds?
This new question captures the expanded role of the
Teller who is now offering the customer a "Relationship
Review'l The average score in 201 1 for the more specific
behavior, "Recommend any additional products or
services'l was 30%o for the bank. As reflected by the
higher initial score of 44o/o,the wording of the new
question likely captures a broader range of behaviors that
the customer perceives as a recommendation or offer of
help.