b u l l e t i nWhat’s inside?

Volume: #5

We gladly present you with our 5th edition of the WOW bulletin!

Our team is dedicated to going the extra mile to provide our colleagues with a fun-to-read and informative Wow Bulletin each and every time. Each edition contains information on a variety of service related topics, interesting service articles, service and branding developments, events, campaigns, and much more!

As we approach the end of 2012, let’s reflect on all our achievements, and let’s look forward to all that we will do in 2013.

Remember that customer service is not a department’s job; it is everyone’s every day job! In 2013, let’s continue to work and grow together by living our service philosophy ‘Our Passion is to Serve’ and applying our service standards ‘Be Reliable, Be Responsive, Be Understanding, and Build Relationships’. As a TEAM, let’s motivate and encourage each other to keep striving for service excellence in 2013! Together Everyone Achieves More (TEAM)!

TEAM1. Service inspired article

2. Service stories by Jarcina Nava and John Vlaun

3. Little things that count

4. Wow anniversaries

5. Paradera branch excels in service

6. SHINE winners share their journey

7. Brand news

8. Did you know?

9. Fill in and win

Message from ManagementKnow you can, Believe you can, Yes we can!“Excel in service is not a simple process; It starts with a smile,

It calls for creativity, commitment, innovation, and being proactive.

It requires knowledge, professionalism, flexibility, and teamwork.

It calls for getting it right the first time,It reflects your own quality level.

It calls for passion and motivation And it ends with satisfaction and success.

As we will continue to strive for service excellence in 2013, we thank you for your dedication and commitment in 2012 and look forward to being the best in service in 2013!”

Management Team

“ A customer is the most important visitor, on our premises.

He is not dependent on us. We are dependent on him.

He is not an interruption on work. He is the purpose of it.

He is not an outsider to our business. He is part of it.

We are not doing him a favor by serving him…

He is doing us a favor by giving us the opportunity to do it. ”

Service Inspired ArticlePerhaps the Best Customer Service Quote of All Time By Shep Hyken

The author of the above quote isn’t a

famous CEO of a recognized business.

He’s not the author of a bestselling

business book. He’s an activist who

stands against violence and for living

a simple life. Yet these are still powerful

words, spoken by a powerful and

influential man; Mahatma Gandhi.

These words are simply about treating

another person the way they should

be treated. If all of the employees you

worked with bought into this philosophy,

and demonstrated it every day to both

their external and internal customers,

you would be part of an amazing

organization to work for and do business

with. Let’s break it down:

“A customer is the most important visitor on our premises.” Welcome a customer into your business. It can be in person or on the phone. Even if your business is an online website, you must draw the customer in and make them feel comfortable.

“He is not dependent on us. We are dependent on him.” While your customers may be dependent on what you sell, in the end you are more dependent on them. Your customers pay the salaries for you and the rest of the employees of your organization. For without customers, you have no sales, which mean you have no cash flow.

“He is not an interruption on work. He is the purpose of it.” No one should ever treat customers as an interruption. On the contrary, customers should always feel welcomed and encouraged to interrupt us whenever they want to.

“He is not an outsider to our business. He is part of it.”If your customers are made to feel as if they are outsiders, they will eventually find a competitor who makes them feel better about doing business with them.

“We are not doing him a favor by serving him.” He is doing us a favor by giving us the opportunity to do it.” In the end, the customer has choices. They honor us with their business. Maybe it’s not quite doing us a favor, but the alternative is that the customer does business with our competition. Make the customer feel special and appreciated.

Read the quote again. Print it out. Share it with all of the people you work with. Discuss it. Embrace it. Implement it.

Be Reliable

Be Responsive

Be Understanding

Build Relationships

Service StandardsBe Reliable: Do it right the first time!

Be Responsive: Keep your promises!

Be Understanding: VIP treatment!

Build Relationships:Never say no!

Service StoriesColleagues Share Their Service Stories

Jarcina would like to share with us a very pleasant service story, which highlights the effectiveness of working together as a team to accomplish the ‘impossible’ to help out a customer. On Tuesday July 31 2012, early in the morning I received a call from a colleague with a high priority request.

Her niece was going to study in The Netherlands and was travelling that same afternoon. However she misplaced her ATM card, neither she nor her parents could find the ATM Card anywhere. Her question to me was, could we make a new ATM Card for her and deliver it to her before she leaves to The Netherlands?

Standard procedures for re-issuing ATM Cards are 2 business days. All information must be revised before making a new card in order to avoid errors.

As a mother myself I positioned myself in the parent’s role and understood the emergency level of this case. If one of my kids was going to study and live abroad for a couple of years I would like everything to be arranged accordingly so when he/she leaves I would have less worries.For re-issuing a new ATM card you need cooperation of different people so Teamwork was essential. I immediately coordinated the whole process.I approached Geraldine Luydens and

explained the situation and requested her to make the new ATM Card with High Priority, I contacted Maria Andrade at Camacuri and requested her to prepare a new PIN code with High Priority. As soon as these were ready, we contacted the student and told her, her new ATM Card was ready to pick up at Card Center. After she picked up her ATM Card, I contacted Kylie Perez and Jennyree Geerman, receptionists at Camacuri and explained to them that she was on her way to Camacuri to pick up her new PIN code. I described how she was dressed so when she came in they could recognize her immediately and help her right away as she was in a hurry to catch her plane.

Without the great teamwork of Geraldine, Maria,Kylie and Jennyree we would never have accomplished to deliver this ATM Card just in time before the new student would leave Aruba. The biggest satisfaction here was to see how relieved the student was, you could tell on her face expressions that she was very thankful. We were able as a team to help a costumer who was just starting a new journey in her life.

John would like to share two short stories with us, which emphasized the importance of going the extra mile for the client and showing that we care by ensuring that our customers are provided with clear explanations and accurate answers to their questions. Sometimes customers apply for a loan that their salary does not allow. I experienced this with a client recently, whose loan application was disapproved twice. Instead of just

informing the client of the disapproval, I wanted the client to leave the bank HAPPY, thus I went the extra mile and analyzed the client’s financial situation and noticed that he has space in his budget for a lower amount of loan. Thus I advised the client to apply for a lower loan, which his salary does allow. The client took my advice and indeed his loan was approved. When I informed the client of the good news, he was very satisfied and happy about the outcome and appreciated my efforts in helping him out and going the extra mile. The lesson learned here is that we need to go the extra mile for our customers and provide them with personal financial assistance. They rely on our financial advice.

A second story I would like to share with you is about a client who came to claim that her payment of WEB didn’t go thru with several proof of payments that she processed online. I checked the clients’ proof of payments to confirm that she made the transfers correctly and I noticed that the client was making the payment through external transfer instead of bill payment. Additionally he filled in the account of ELMAR instead of the account of WEB. Once I figured out the problem, I took the time to explain the issue to the client and also the right way how to process bill payments as clearly as possible.

At the end of the appointment, the client was very understanding and appreciative since she understood what went wrong and apologized for getting angry. I tackled the issue by turning the negative experience into a positive experience for the client, making sure she left the bank happy and looking forward to her next bank visit.

by Jarcina Nava (Card Center)

by John Vlaun (Paradera Branch)

Little Things That CountChristmas Season is just around the corner and this is why we want to give you some ideas. Ideas that don’t cost much but make a great and lasting impression on our customer and also our fellow colleagues. You will be amazed on the feedback that you will receive…. and every smile you receive will make it worthwhile.

Candies or chocolates: Having candy or chocolates on your desk, in a cute Christmas container, will let your customers and colleagues know you care. Now you will have guests all the time in your office or around your desk….

Answering the phone with a little Holiday Cheer!

Coloring pages and colored pencils for the little ones. This way you can keep the little ones entertained while you assist the customer with their requests.

Christmas brooches (pins): These are simply Eye-Catching and Festive!

Background music: For the ones that are allowed to have music in their offices, or back-offices, play some smooth/soft background music to get yourself and others in the Christmas mood…

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Bear in mind that these tips are not only for the Christmas time, putting a smile on someone’s face is not bound to a specific season; these tips can be used during the whole year…

“It’s the little details that are vital. Little things make big things happen” John Wooden

Wow AnniversariesInterview with Aurita Tromp and Mena Lacle on their 40 years trajectory at Aruba Bank

Name: Aurita Tromp

Can you provide a short description of your trajectory at Aruba Bank?“I started in the Insurance Department as a clerk for 17 years, then I was transferred to the Transfer of Funds as a Senior Clerk, then I

was promoted to Head Transfer. The position changed to supervisor, which position I hold up to today.”

What is the most motivating moment you have experienced at Aruba Bank?On one occasion I wanted to leave the organization and I was persuaded to stay because of my excellent work in the Insurance Department.”

Can you provide a short description of your trajectory at Aruba Bank?“Graduated from Colegio Arubano at age 16; then attended Schoever’s Institute in Amsterdam. Started out at AB as Executive and Board Secretary in 1972 and in 1982 became one of the first three corporate credit officers in the newly instituted Credit Department. Was appointed manager of the department in 1992, and in 1993 when Orco acquired Aruba Bank I became co-manager of the Special Assets Department. From 1996 to 2012 I was again in charge of the Corporate Credit Department and as of this year Manager of Corporate Projects. “

What is the most motivating moment you have experienced at Aruba Bank?

“The confidence shown in me by trusting me with major responsibilities from the onset and believing in my abilities to prove myself and flourish once given the opportunity.”

What is your most memorable Wow experience? “First one: Moving from IBM electric typewriter to a PC - hahaha. Second one: When over 10 years ago management went abroad leaving us to mind the store which we did well and without incidents, enlisting assistance of a former board member to ensure the show could go on. “

What advice would you give to your fellow colleagues who are starting their career?“Show discipline, dedication and willingness to grow and that you deserve the trust and confidence of your superiors.”

Current position: Supervisor Transfer

Years of service: 40 years

What is your most memorable Wow experience? “One corporate client commented to a Senior Officer that I always give good service and that I am an exemplary worker.

What advice would you give to your fellow colleagues who are starting their career?“To learn as much as they can about the organization and to not be afraid to learn new things, because that is the key to success.”

Name: FE (Mena) Laclé

Current position: Manager Corporate Projects

Years of service: 40 years

SHINEWinners

SHINE Winners share their journey.

As soon as the SHINE Photo Collage Competition was announced, PMT & Operations (Transfer, SCS & CAU) joined forces and started brainstorming on the meaning of SHINE and how we can best portray this.

Our Creative Journey: • Our focus was to have all pictures showing the customer’s experience and to use the Shine Logo itself; • The layout and story of each picture was carefully planned and different sketches were made for the collage;

• Solid wood: the SHINE philosophy should be the solid foundation of our interaction with clients; • Carved sun: emphasize that the shine should come from within, the client should feel the warmth; • ‘Practice’ pictures in letters & final p ictures (full size): practice makes perfect, the ‘blooper’ picture are in the letters and the ideal situation is printed in full color and large size; • Glitter: go the extra mile, don’t just shine, but sparkle.

It was a wonderful experience; we got to know each other better and discovered new talents. We have great models, photographers, carpenter and crafters. In the end we can now dream the meaning of each letter of SHINE and the realization that the SHINE Philosophy applies to the full bank even if you do not have daily direct interaction with our clients.

Let’s continue SHINING!

Service Excellence

During the month of July, Paradera Branch excelled in service!

Paradera branch scored very well on the survey cards during this month, seeing that

all the clients who shared their feedback were satisfied and very satisfied with all the service factors measured on the survey card. The staff was rewarded a dinner at Buccaneer for a job well done!

Congratulations to the team of Paradera branch with this great accomplishment! Keep up the excellent job.

• That the operations of John G. Eman Banking Department started in 1925 in a building in Wilhelminastraat.

• That the John G. Eman Bank NV was initiated in 1932.• That Aruba Bank NV was born in 1936 of a joint venture between

John G. Eman Bank NV and a local branch of Maduro & Curiel’s Bank of Curacao. The cooperation with MCB would last till 1962 when MCB opened a new bank on Aruba; Caribbean Mercantile Bank.

• That a second branch of Aruba Bank was opened in San Nicolas in 1946, first branch in San Nicolas, to service the Lago Oil & Transport Company and its employees, as well as the community of San Nico laas in general.

• That Aruba Bank N.V. is affiliated with Orco Group since 1993.• That Aruba Bank is the largest commercial bank on the island, with a

total of over AWG 1.5 billion on total assets.

Did you know?

Brand News

You have been repeatedly informed of our Brand during the past months. It’s important to keep in mind that Brand is as much “Our Bank” as it is “Each one of US”. Our customers are paying attention to everything we do. They expect consistency and professionalism of us. Let’s all be cordial, neat, organized and professional. Let’s all continue Shining our utmost.

For any suggestion regarding our Brand, send an e-mail to

Marketing.Department@arubabank.com

Be a proud representative of the Aruba Bank Brand!

=BRAND

WHAT THE

CUSTOMERS THINK OF US

=BRAND

YOU!

Fill in & Win!Crossword

Fill in the crossword correctly with your name and department; scan it to wow.bulletin@arubabank.com no later than Friday, December 7th, 2012 and participate in a raffle to win a dinner for two! The winners will be announced via email in the week of December 10th, 2012.

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1. Know your customers .4. Do it right the first time each and every time .5. Consistently creating a customer experience that is consistently better than average .

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2. Employees who excel in customer service exceed customer expectations and build long lasting relationships with our clients .3. Treat every customer as a very important and individual person .6. Know what your customers needs and hopes are .7. A brief motivating statement that clearly defines what customers should experience during any encounter with our organization.

Name:

Department:

If you have any ideas or suggestions for the Wow Bulletin, please do not hesitate to contact us.

We welcome all ideas and feedback! We hope you have enjoyed the first edition of the revamped Wow Bulletin and stay tuned for our next Wow Bulletin in March 2013, filled with interesting new topics.

Wow Team: Stacey Banfield, Eugenine Cecilia, Mario (Eugene) Dubero, Elston Figaroa, Erlene Fingal, and Richenella Wever.

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