Conference 7.286::dcu

Keeping additional cash on hand to cash checks for non-members costs money
which will result in higher costs for members to borrow or less interest
on the money which we invest.  I personaly do not choose to subsidize 
non-members and would object if the DCU did what you propose.

Seldom have we seen proposals such as yours which benefit the non-member
at the expense of the member.

>Seldom have we seen proposals such as yours which benefit the non-member
>at the expense of the member.
    
    DCU has one major problem.  Many of the members and non-members do not
    think highly of it.  To change this, DCU needs to become customer
    orientied.  To get that non-member to become a member, you have to be
    pro-active.  DCU already does this with kick-backs on certain loans.
    
    DCU needs to act like a many banks to do customers - treat them as a
    valued customer.
    
    	- mark
    

As one who is in the Customer Service Business, I agree that the DCU should
present a good face to customers and potential customers.

I have had complaints about them and their service in the past and have made 
it a point to bring thse complaints to management EVERY TIME.  

I complained about the amount of time to process a loan and the next time
was much more prompt.  I complained about the lateness of the statement and
that has been fixed now.   

I requested a Cashiers Check and was told by the Clerk that they did not do 
them for that amount.  The manager explained why (you don't really need one)
but agreed to give (sell) me one with no problem.

Many complaints in this file are about lack of consistency between
branches and even between clerks in the same branch.  This is a result of 
lack of training and supervision and high turnover. 

Should you want to experience really bad manners, rude treatment, etc
then visit the Shawmut Bank in Maynard.  

    RE: .2
    
     I believe that the point .2 was trying to make is that it shouldn't
    be necessary to complain about poor service - DCU should be proactive
    in identifying and PREVENTING dissatisfiers from becoming customer
    complaints.
    
     I agree that management plays the major role in supervision, policy,
    and training. As for the Shawmut Bank in Maynard - just because
    this bank is perceived as poorer in customer satisfaction that DCU
    does not make DCU better by comparison.
    
    
    
                                   Ken
    

    Oops....previous note is RE:.3............
    
    
    
                            Ken
    

    re: .1
    
    That is another one of DCU's weird policies.  I've never had any
    problem cashing travelers checks at any bank, savings and loan,
    etc. as long as I had proper identification and endorsed them in
    view of the teller.  Most hotels will cash them up to a certain
    limit, for registered guests.
    
    Bob

	I agree with .1; most DCU branches are much smaller than the average 
	bank branch; keeping an extra few thousand dollars on hand to service
	non-customers doesn't make a lot of sense.  I wouldn't object to 
	having them charge a fee for services provided to non-members; most
	banks charge non-members.

	None of this excuses rudeness under any circumstances.

	Beverly

Several years ago I had the same problem as that recounted in .0 DCU would not
cash an American Express US currency travellers check. Most places, including
all other banks and most shops take these as though they were cash. It is
very unprofessional of DCU not to cash them. If a non member asked them to 
change a $10 bill to singles would they refuse that as well? 

Contrary to the view expressed in .1 and .7 we are not talking about keeping
an extra few thousand dollars on hand to cash personal checks from non members.
We are talking about a very small service, that is standard everywhere else I
have tried.

Tim  

    Re .8:
    
    I cashed several Citicorp Traveller's Cheques at the CXO office earlier
    this month without difficulty.  There's no reason AMEX traveller's
    cheques should be treated any differently.  (I'd expect the converse;
    which outfit do you imagine is better-known for traveller's cheques?) 

    Whenever I cach traveller's checks at DCU they always check my account
    (maybe just for existance?)
    
    The ones issued by petty cash (Citibank?) and AMEX are all treated
    the same in Maynard by DCU.
    
    Some commercial banks won't cash traveller's checks for non account
    holders (COMFED Pepperell branch, for instance).
    
    /s/ Jim Williams
    

    
    When I travelled across the country on bicycle, I *counted* on
    banks cashing my traveller's checks - no way would I carry cash
    
    From Boston to LA, not one bank refused (and I used many).
    
- Sean

    re: .10
    
    Besides checking for account existance, the reason why the teller runs a
    travelers (or any other check) throught the system is for tracking.  If
    a teller is off balance at the end of the day, she or he can run a
    detailed report of every transaction processed during that day.  It is
    possible that a teller cashed out a check and did not run it through
    the system.  (I've done this a few times myself, you learn after
    you've had to run this report a couple of times)
    
    
    Roberta