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http://www.businessweek.com/magazine/content/10_09/b4168040786632.htm

Customer Service Champs

USAA's Secret Sauce


TRAINING

Call center reps spend up to six months in training before manning the phones. The goal: understanding the lives of military customers.

BENEFITS

Better employee benefits can spur better service. So USAA reps get generous health care, bonuses topping 18% of salary, and even relocation.

TECHNOLOGY

Mobile is king among USAA's customers. A pioneering service lets banking customers deposit checks by taking pictures using their smartphones.

SYSTEMS

Behind the scenes, USAA has rolled out high-tech software that lets reps view the same online screens its customers see on their PCs at home.

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