Customer Service - Banking

Banking & Customer Service

Innovative approach to delight customers

Banking is a Service Organisation

Understanding the Customer's needs and delivering the results in time is the essence of making them happy and loyal to the Bank
Sincerity in approach, Knowledge to come to grips of the situation and the problem faced by the Customer and providing solution immediately are some of the tactics to keep up the morale of the customer very High
Study the situation tell the Customer whether You can solve the problem or not then and there
If you can solve it then tell the customer the time duration you need to do it or if you cannot provide a solution then frankly admit your inability with specific reasons and the rationale behind your decision based on the banking regulations and the practices

Reach out - do that extra act of putting yourself in the customer's situation and solve it


Customer Service

Handling Complaints

Any aggrieved person is a liability to a Bank
Try to solve the grievance as much as possible sincerely
I used to tell a 'no' very politely and effectively that the person receiving the 'no' used to leave very happily as if I have told a 'yes' to that person
That is Customer Service

If anybody come with a complaint immediately provide a chair to that person
Offer the person coffee or tea or cool drinks
Ask the person to relax and tell the incident
Hear patiently
Promise to do whatever possible to redress the grievance if any
Do it as early as possible
If the complaint is not sustainable then explain the reason to the complainant in detail and leave the person politely
Do not argue or try to convince
If the person is very aggressive then get the grievance in writing and tell the person that a reply will be sent soon
If possible specify the number of days before which the reply will reach the person


Both the topics are very interesting ones and books can be written on them and if time permits myself may write books on them

Moreover every Bank, Branch, Location of them, Customers differ and different approaches have to be made depending on the individual factors

More in my next POST