All aspects of TrustBank are driven by a Superior Service philosophy. Every employee has signed a personal pledge to provide superior service, and we operate by a set of standards.

Our Philosophy:

• Our Superior Service philosophy is the driving force behind everything we do.
• Our goal is customer satisfaction.
• Every contact gives us a new opportunity to establish or strengthen a banking relationship.

• Have a warm and caring attitude toward our customers.
• Greet our customers in a friendly and personal manner.
• Call the customer by name and give him or her our full attention.
• Instead of saying no, we will explore alternatives and look for creative solutions.
• Keep the customer informed. Let him/her know when to expect a response from us or a resolution to a problem.
• Follow through. The customer should have confidence that we will fulfill our commitment.
• Know the bank's products and services so we can provide the customer with accurate information and helpful advice.
• Try to match the product or service to the customer's needs; we will never try to sell a customer a service he/she does not need.
• Make sure to refer customers to the appropriate area of the bank. If we are unsure, we will check before giving the customer direction.
• Personally introduce the customer to the appropriate person whenever possible.
• Keep customer information in the strictest confidence.
• Maintain professionalism in the presence of customers: an uncluttered work area, no personal conversations between employees, neat appearance.
• Ensure that a customer will not have to wait longer than five minutes, whether it is at the teller line or department reception area.
• ALWAYS thank the customer for doing business with us.
• ALWAYS treat the customer as we would like to be treated ourselves.

Our Standards When a Customer Calls

We Will:

• Answer the phone by the third ring.
• Never keep a customer on hold more than one minute. If additional time is needed, we will ask to call the customer back.
• Avoid transferring a customer more than once. When transferring a call, we will give the customer the name of the person we are transferring him or her to in case the call is disconnected.
• When transferring a call, make sure the employee is available and give the information to the employee so the customer does not have to repeat it.
• Return a customer's call immediately or make sure the customer knows when he/she can call back. A call should always be returned the same day it is received.
• ALWAYS thank the customer for calling.
  

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