HOW WE OPERATE RESPONSIBLE BANKING WORKPLACE ENVIRONMENT COMMUNITY GOVERNANCE


Adapting to meet customer needs


A message from Linda Verba Head of Service Strategy, TD Bank, America’s Most Convenient Bank


TD is on an exciting journey to be more agile, fast and innovative than we’ve ever been before in the way that we do business. The growing importance of social media requires that we continuously perform at our best and act quickly to address customer feedback. That’s why we monitor our response times seven days a week, 24 hours a day – including holidays. We’re working to eliminate customer pain points and deliver the legendary customer experiences for which TD Bank is known.


In the U.S., we established a Customer Experience Committee that represents every area of the bank. From control functions to regulatory changes, human resources to real estate, we want to ensure that TD Bank’s efforts are fully coordinated to deliver the best outcomes each and every time a customer does business with us.


We know there’s more to be done to create even better customer experiences and we continue to learn how to improve by listening and responding to escalated complaints through the Chairman’s Service Center.


It’s important for us to maintain a genuine, human connection with people – both our employees and our customers. Together we create a rich corporate identity through active employee engagement, community involvement and unparalleled convenience.


Page 12


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52  |  Page 53  |  Page 54  |  Page 55  |  Page 56  |  Page 57  |  Page 58  |  Page 59  |  Page 60  |  Page 61  |  Page 62  |  Page 63  |  Page 64