It may be possible that that the procedure itself is the cause of complaint or it is because of reasons which are not under control of the branch. Best CX Strategy for Banking to Improve CX. However, just coming back to the topic of creating happy, engaged customer service teams, we must also ask ourselves the following questions. So, as contact centre managers and leaders, you need to bang the internal drum and consider: For more on how to be a great contact centre leader, read our article: Top Customer Service Strategies – No.4 Lead from the Top. are outdated and not properly tagged. The processes for any product or service should be at the minimum and at one go. What percentage of your contacts are not voice? The banking industry needs to move beyond finding the optimal channel mix to determining what works best for each individual customer. Ways to Improve the Customer Experience in Banking Embrace Technology. One type of customer never complains and continues the relationship. Learn to empathize with your customers. Third type of customer however gives opportunity to the bank to improve the service though he may not be preferred over the other two types of customers. Build a Reputation and Tell the World. 3 Recognise the Importance of Customer Loyalty, Whitepaper: Customer Service in Logistics, Whitepaper: How to Elevate Customer Experience in the Age of Digital Transformation, Contact Centre Reports, Surveys and White Papers, Top Customer Service Strategies - No.1 Recruit and Train the Right People, Guide - The Power of Emotion in Customer Service, Webinar: Metrics- Surpassing Industry Standards, How to Create a Contact Centre Quality Scorecard – With a Template Example, Customer Service Apologies – Keeping Sorry Fresh and Sincere, Erlang C Calculator Excel Including Shrinkage, Monthly Forecasting Excel Spreadsheet Template, Multi-Channel Contact Centre Calculator Tool – Phone Email Chat, The Top 25 Words to Describe Yourself on Your CV, Top 25 Positive Words, Phrases and Empathy Statements, The Top 100 Excellent Customer Service Quotes, 18 Empathy Statements That Help Improve Customer-Agent Rapport, “Sorry for the Inconvenience” – How to Offer a Genuine Apology, 50 Quick Ideas to Improve Contact Centre Performance, 15 Great Ideas to Make Remote Working Fun, 10 Employee-Focused Customer Service Goals, It’s Time to get Back to Work, but Let’s do it Safely. The flexibility of banks to adopt changing needs and expectation of customers and bring out products/ services to suit customers is an important area in banking services. Today’s customer is short of time and feels uncomfortable when the process involved in getting the product or service is lengthy and cumbersome. Whatever you do, the results must be actionable, accessible and auditable. Deliver customer service that is both friendly and educational There was a time when serving up a smile and a small gift was enough to gain new accounts. It was taken from an old Call Centre Helper webinar, in which Paul himself does the talking. All customers from different backgrounds have different expectations. Now your community bank is competing against … Customers aren’t satisfied with “good enough” in a world of so many options. Don’t just throw the issue at your HR department, identify job specifications and make it clear what you want. 4 Strategies to Help Improve Your Customer Service Standards 1. The essential inputs are customer feedback, market surveys and the complaints received by an organization. Here are some steps that bank tellers and other frontline staff can take to improve customer service. These will help us gauge where we’re at. Yet how can we better utilize them? Build a Reputation and Tell the World. Provide Courtesy Calls: If the bank or financial institution suspects fraud, a hacker, or other issues with a customer's account, many will call customers to alert them of suspicious the specific activity. If you are a reactive contact centre, your organization’s reputation for great service can be easily lost. 1. Business realignment. Are any of the fun things you do becoming stale? One of the most common questions about customer service … Do other departments and management really know what you do and how important it is? The customer wants very simple processes to get his work done. Customer satisfaction is also dependent upon the delivery channels used by banks in providing the services. According to Gallup polls, the banking industry ranks near the top of all businesses in the country for customer … Use your own systems to test what customers are facing. Do your staff look forward to coming to work? Behind every customer service call is a real human who has a question or concern that... 2. This article was originally put together by Paul Cooper, a valued and not-forgotten member of customer service and contact centre industries. Here’s how to improve online banking services and improve the digital banking experience overall. Market research gives way to innovations in products and services. And these strategies can help get you there. People with the right attitude are essential to building a successful customer service approach. Use Tools With Caution. Don’t send out a customer satisfaction survey just because it is the standard thing to do, and carry things on as they are. To go beyond this four-step process, read our article: Top Customer Service Strategies – No.6 Welcoming Complaints. Your email address will not be published. Measure Your Performance, Proactive Customer Service – How to Do It Well, Top Customer Service Strategies – No 10. If any tools are being introduced primarily to reduce costs then it is doubtful whether real improvements in service levels will be gained, especially in the long term. Bir bahadur karki Sometimes it is observed that the space provided for writing is very small. Today banks are wooing existing customers, prospective customers by offering new facilities, products, and services in order to retain/increase their base in market. If they do not, are they really worth measuring? Instead of looking into the real cause an effort is made to provide alibis or blame the staff. It is therefore a challenging task before the banking sector to revisit their entire working modules, up gradation of skills, technology, and policies so that they are competent to withstand the international competitive environment in future. Are company career paths designated to ensure exposure to the contact centre? In these current market conditions, prevention is better than losing customers! With this in mind, let’s finish up with some key dos and don’ts to consider when implementing your customer service strategies, as recommended by Paul himself. Regularly listen to and analyse customer phone calls. The video below shows us how we can improve self and staff development. As technology becomes more robust and customer-buying habits shift, banks and credit unions must constantly be looking for areas of innovation and ways to meet the demands of a 21st-century customer. 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