FSI’s “Your Role in Creating Exceptional Customer/Member Experiences” is a guide to assist in providing excellence with every interaction (online and in person). Exceptional customer service means the customer/member has a very positive opinion of your service. You will learn the importance of the customer/member’s perception of their experience with your people as well as branch networks, products/services and your online resources. It is important to exceed their expectations in order to create the best experience they have ever had.