Internal communication standards

START

Quarter 1 - Creating Exceptional Member Experiences Review

Internal communication standards

to Quarter 1 Internal Communication Standards Training!

Welcome

By the end of this training, I will be able to...

Q1 Internal Communication standards

OBJECTIVES

Respond to messages in a timely and professional manner

Choose the appropriate communication channel for different types of communication

Apply phone etiquette best practices when placing people on hold, transferring calls, and leaving voicemails.

Write clear, professional, and concise emails that align with our communication standards

1. Share an example of great communication. What made it effective? 2. Have you ever received a message that was unclear or confusing? What happened, and how could it have been improved? 3. What communication challenges do you face most often in your role?

Reflection prompts

Clarity & Tone - Keep messages clear and to the point. Use a friendly, professional tone that aligns with FCCU's values. Jargon & Acronyms - Not everyone may understand abbreviations or industry/department specific terms. Spell things out when necessary.

EMAIL & WRITTEN COMMUNICATION BEST PRACTICES

author's name

Even if you don't have a full answer, a simple "I'm looking into this and will follow up shortly" goes a long way.

• Follow up within one business day of the request
• Strive for 1/2 day responses
• AM calls returned by that afternoon
• PM calls returned by next morning
• All internet, email inquiries, and 360 View Callback requests should be responded to within 24 hours

To follow up with a co-worker:

EMAIL & WRITTEN COMMUNICATION BEST PRACTICES

author's name

Phone Standards

✅ Answer within three (3) rings - Ensure a timely response to members ✅ Practice team awareness - If a teammate is busy, step in to assist with calls. ✅ Remember, the phone is a member too - Treat every call with the same care and attention as an in-person interaction ✅ Ringers should be on - Keep phone ringers audible to avoid missed calls

PROMPT & CONSISTENT ANSWERING

author's name

IN

• Politely excuse yourself and say to the in-person member:
• "Excuse me for a moment while I quickly acknowledge this call so I can give you my full attention"
• Answer the phone:
• "Thank you for calling First Community Credit Union! This is [Your Name]. I'm currently assisting another valuable member - may I place you on a brief hold, or would you prefer a call back?"
• If they agree to hold, finish assisting the in-person member as efficiently as possible before returning to the call.
• Make sure to communicate time expectations

If you're able to briefly acknowledge the call without interuppting the in-person interaction:

Acknowledge the Call Briefly

How do we do this?

PHONE CALL GREETING

💡 Pro Tip: A smile can be heard in your voice! Keep your tone warm and inviting.

For Coworker Calls: 1. Greet them warmly: “Hi [Name], this is [Your Name].” 2. Offer assistance: “What can I do for you?” 3️. Keep it professional yet friendly.

For Member Calls: 1. Thank you for calling First Community Credit Union.” 2. This is [Your Name], how may I assist you?” 3. Use the caller’s name: “Great to speak with you, [Name]!” 4. Ask a friendly, non-banking question: “How’s your day going so far?”

63%

PHONE CALL STANDARDS

If leaving a voicemail, speak clearly and provide your name, department, reason for calling, and best contact information. This goes for internal calls as well.

Voicemail Etiquette

Always ask permission before placing someone on hold. “May I place you on a brief hold while I check that for you?” Then check back if the hold is longer than expected.

Transferring Calls

Placing People on Hold

Provide context when transferring a call to all involved. “I’m going to transfer you to our business lender, who can assist you further. They’ll have all the details you’ve shared with me.” Make sure to share the details with whomever you are transferring the call to.

Great for quick questions, collaboration, and team updates.

Best for urgent or sensitive matters that require real-time discussion.

Best for detailed information, documentation, or when a response isn’t needed immediately.

TEAMS

PHONE

EMAIL

COMMUNICATION CHANNELS

uthor's ame

• Protects member and company information
• Ensures professionalism and compliance
• Keeps work-life balance intact

Why is this important?

• Use appropriate communication channels to interact with members
• Direct to a more appropriate channel if necessary

PERSONAL CELL PHONES

NEXT STEPS: 1. Take the Assessment on OnCourse

thanks!