Our Creed

Our Customer Service Creed

We commit to you, our most valued Customer that we will always:

Treat you with the greatest consideration, respect and courtesy - We will:

• Acknowledge you – Use eye contact, a warm greeting and a smile
• Assess and anticipate your needs
• Listen attentively to your requests or complaints
• Offer an appropriate service response
• Avoid jargons, technical terms and acronyms
• Ensure that you feel comfortable in our environment
• Thank you for your business

Maintain Confidentiality - we will:

• Never divulge confidential information about you to any unauthorized third party
• Be sensitive to your unique situation by showing understanding and compassion
• Utilize discretion in handling your personal information

Respond Punctually - we will:

• Answer the telephone within three rings with a SMILE
• Ensure our voicemail is cleared at least twice per day and messages returned within 2 hours of retrieval
• Acknowledge letters, emails and faxes in writing within 24 hours of receipt
• Ensure that you are acknowledged by an officer within 10 minutes of entering the branch
• Keep appointments at the agreed time
• Provide timely and accurate service to both our internal and external customers

Take Responsibility - we will:

• Identify ourselves, our organization and our department by name
• Show a positive attitude and willingness to help
• Ensure that when you are making telephone enquiries you do not have to interface with more than two persons
• Never pass you waiting without enquiring about your need
• Take responsibility for providing the appropriate solution, escalating only if necessary
• Address enquiries, requests, referrals and problems promptly and efficiently
• Follow through with you to ensure that you are satisfied with the resolution or solution.

Act Professionally - we will:

• Adhere to rules and regulations governing the financial industry
• Observe and adhere to Scotiabank’s code of conduct, policies and procedures
• Adhere to Scotiabank’s dress code
• Demonstrate thorough knowledge of products and service
• Clearly and simply communicate appropriate financial solutions and alternative courses of action
• Always demonstrate sincere interest in you
• Carry ourselves with dignity both on and off the job
• Leave out-of-office messages if we are away from our office for more than 24 hours