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Transcript of alina bank presentation
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Presented To:Mr.Noshad Minhas
Presented To:Mr.Noshad Minhas
Presented By:Alina Chaudary
Banking
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Customer service &
quality
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Objective
Understand the importance of customer &Customerservices Identify internal & external Customer Customerservices is to create win-win
strategy. Understand & create customer Delight Practice complaint handling skill Tips to practice & demonstrate good
customerservices
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Who are Customer?
The most important person for any business. Isnotdependenton us. We aredependent
on them. Is partof ourbusinessnot anoutsider. Does us a favor when they come in. we are
notdoing them a favorby serving them. Isnot an interruptionof our work, but the
purposeof it.
Customer is as important fororganization asblood in humanbody.
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Who are customers?
A customer isnotjust money in the cashregister. They are humanbeings with feelings& deserve tobe treated with respect.
Is a person who comes to us with theirneedsand wants. It isourjob to fill them.
Deserves the most courteous attention wecan give them. They are lifeblood of every
business.
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Facts about customers
The customer is the business biggest asset. The customer pays all our salaries wages andbonuses.
The customer will go where he/she receives thebest attention.
There is no profit, no growth, no jobs without thecustomer.
Hence you mustbe your customersbestchoice!
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Facts about customer
A typical dissatisfied customer will tell about8-10 people about their problem.
7 out of 10 complaining customer will do
business with you gain if you resolve thecomplaints in their favor.
If you resolve a complaint on the spot, 95% willdo business again.
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What qualities are importanttoour customer
Accuracy
Friendliness
Timeliness
Efficiency
Courtesy
Honesty
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Customer Service
Any or all interactions which the customerhas withyourorganization while conducting business
It is ability to provide a serviceor product in theway it hasbeen promised
It is all about treating customers with respect,individuality, and personal attention
Its mean to create win-win Situation.
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Customer Service Guest
G _ Greet the customer U _ Understand Customer Need
E _ Explain features & Benefits
S _ Suggest additional items
T _ Thank the customer
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Types of Customer
Internal Customer
External Customer
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Internal Customer
An individual or group of people Youmay interact/ serve within theOrganization.
For example:Office staff
Our Manager/Supervisor
Our peers & employees
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External Customer
Someone who comes to your organizationfor product or services the endcustomer.
These customers depend on the timelines,quality, and accuracy of yourorganizations work.
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CUSTOMER DELIGHT
The Bridge to Our Customers
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Customer DelightExceeding customers expectations isdelighting customer
The customerreacts with a WOW inreturn for the product/service
Every interaction with the customer has an
opportunity to createdelight
The challenge is to consistentlymaintain thedelight factor
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Differentsectors use
Customerservices Banks
Telecom sector
private companies
Multinational companies
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Banking customerservices
Every bank uses customer services tobecome delight their customer in this way:
1. Customer service desk
2. Communication on the telephone3. Net Banking or SMS service
In the Bank most important thing is listen morecustomers to satisfy them. Customers isalways right.
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HE/Sheshouldbe awareof the customersneeds and
expectations, andstrive to avoid communicationbarriers.
Properly Greet the customer & show empathy
Listen and provide feedback
Use appropriate verbal andnon verbal behavior
Identify customerRequirements
Use Active listening method
A- Attentive to the customerC- concentrationon the issue, not the personT- Target key pointsI- investigate with questionsV- Verify customersneed
E- Energies yourresponse
CustomerserviceRepresentative
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BM
Customerservicesdesk officer
Customer relation officer hired BY
HRdepartmentat Branch Level
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Communicationon theTelephone
Good voiceskills areessential foreffective telephoneusers
Representativeshouldbe: Answer the telephone courteously
Greet the customer by saying Good morning; Goodafternoon; Good evening, immediately after this greeting,give organization name n representative should give his/hername.
Listen carefully customer enquiry Find the information & deliver it properly
Sound interested in the customers need Explain how the organization can help to satisfy the need Conclude courteously
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Services & quality check inBank
Thisdepartment monitor theperformance of operationdepartmentsemployeeson monthly orrandomly bases.
Branch Manager takesreports from customerservicedesk officer & guide his/herjobresponsibility to
delight customer. Customerserviceoperatoron telephone in whichQuality department assess the Call performanceofeach operator and these call canberecorded tojudge their performance
Banksorganize training session for theserepresentatives & operators.
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Ask Technique &CustomerRequired
Banks can improve Customer services byuses of this technique
A- 70% attitude
S- 20%skillsK- 10% knowledge
Customer Required Two important things
ImportanceAttention
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Different Customers &
Handling them Angry Customer
Demanding Customer
Passive Customer
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ComplaintHandling Appreciate/Thank the customer forsharing the complaint
Apologize for theerror / mistake / inconvenience Listen actively andnod from time to timeshowing interest
Show Empathy Put yourself in the customers place
Resolve, if it is within your control. If not, bring it to thenoticeof yoursupervisors
If notsolved immediately, takedown the customersdetails(name, telephonenumber, address) to contact with thesolution
Do follow up till the customer issatisfied
REMEMBER: Dont take customers complaints
personally
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Tips for Good CustomerService
Smile Make yourself presentable/well groomed Greeteach customer as he/sheenters yourservice area Make aneye contact whenspeaking to customers
Be a good listener andshow interest in what the customerissaying Dont chat with otherstaff when customers are around Make customers feel important & appreciated Identify & anticipateneeds
Apologize whensomething goes wrong Use positive verbal & body language
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Thank You