All customers from different backgrounds have different expectations. 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. Do you use industry awards programmes to promote yourselves? Are you happy with your internal profile? This strategy may include calculating metric results, employing focus groups or various types of survey. However, just coming back to the topic of creating happy, engaged customer service teams, we must also ask ourselves the following questions. Reduce sales cycle – … They should therefore be welcomed. According to the Ernst & Young Consumer Banking Survey, omnichannel customer experience is the fastest-growing approach in the customer experience landscape for the banking … The products which a bank offers are mostly financial products and along with these products also provide other services which are not financial in nature, like safe deposit vaults, Locker facilities etc. 1. Business realignment. If they are to be considered as an integral part of a strategy which is about improving customer service, one or more of them could be very useful. Harnessing AI & Automation for Seamless Customer Journeys – Webinar, Business Systems Announces Investment by August Equity. Most banks, however, tend to focus only on discrete, bank-centered moments in the customer’s overall journey, such as offering a mortgage, when the customer… Offer quick support … Building on from the last point of listening to your customers, another great customer service strategy emerges and it is based on the idea of better utilizing customer complaints. We were lucky enough to work closely with Paul on many occasions and before he passed away, and these strategies help to show that his ideas have truly passed the test of time. Efforts should therefore be directed at recognition and development programmes to determine potential, and a well-thought-out career plan structure. Think about improving interaction quality, information availability, behavior, and appearance. He would like to know what happened to his payment instructions. For more of our content on delivering great customer service, read our articles: The success of this article inspired us to put together our own manifesto of ten articles for contact centre managers. 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. Tribhvan University, Nepal, my,regards, really you’ve done it the tips are wow. Behind every customer service call is a real human who has a question or concern that... 2. The customer wants very simple processes to get his work done. Build a Reputation and Tell the World. Just take a look at the following chart. Market studies may be done in-house, or assigned to outside expert agencies or both depending upon the vision of the bank. Ways to Improve the Customer Experience in Banking Embrace Technology. Handling of humans by humans is a very complex job also. To go beyond this four-step process, read our article: Top Customer Service Strategies – No.6 Welcoming Complaints. Following are six strategic areas where today’s industry leaders are focusing their efforts. Each of your measures should provide you with actionable insight. Find Paul’s advice for implementing this strategy in our article: Top Customer Service Strategies – No.1 Recruit and Train the Right People. It was taken from an old Call Centre Helper webinar, in which Paul himself does the talking. Your email address will not be published. 2 Happy Staff = Happy Customers. Do your staff look forward to coming to work? Sometimes it is observed that the space provided for writing is very small. Retaining customers is normally cheaper and faster than acquiring new ones. Each complaint of the customer should be properly analyzed, assessed. The first step to identifying opportunities for an improved customer experience is to understand the banking journey your customer takes. These will help us gauge where we’re at. This has … One of the easiest ways to meet banking customer... 2. You always had them but didn’t know about it. Today the banking sector is seen as a vehicle for all inclusive economic growth, social responsibility and equiv-distribution of national resources. While the industry as a whole continues to show top ranking for satisfaction among all customers, the dispersion within the industry is getting wider. These strategies were shared with us by Paul Cooper, who was a greatly respected and well-known figure throughout the customer service and contact centre industries. Find Paul’s advice for keeping customers loyal in our article: Top Customer Service Strategies – No. The forms, applications, documents should be simple, easy to understand with proper column and space to write. The recognition of banking, as a tool for all inclusive growth by economists, financial planners, reformist etc has made it an important sector in the Government’s planning of economic growth. All the functions in an organization are undertaken by humans, whether it is selection of staff, development of product, making software, formulating policies, devising systems, procedures, defining processes, delivery channels, undertaking market studies etc. Human Resources. Leaders need to recognize its importance, believe in the strategy, be active in leading by example, and take actions that support those charged with carrying it out. Improving the customer experience in banking requires financial institutions to shift from a focus on internal benefits, like selling products and cost cutting, to customer benefits — like simplicity, … To quote an example, suppose a customer uses internet banking and made a third party payment. Measure Your Performance, Proactive Customer Service – How to Do It Well, Top Customer Service Strategies – No 10. Humans may be assisted by the technology for arriving at the decisions. I’d like to talk about how you can use customer service strategies in your bank to build more market share, to increase deposits, to increase loans, to increase your assets, to eliminate and reduce customer … Market research gives way to innovations in products and services. Create Seamless Multichannel Experience. Here are some ways to provide an excellent customer experience in banking. Empathy … Required fields are marked *. From removing friction from the … As well as this, being known for having good customer service will entice people into working for you and staying with you, while it will also likely lead to customer loyalty and customer advocacy. Therefore one has to understand each type of customer thoroughly to be able to provide customer specific services. Now your community bank is competing against … 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. Few banks stand out for innovation in customer interaction models or branch formats. Do you benchmark with other organizations, especially those in different market sectors? The video below shows us how we can improve self and staff development. Thus the human beings working in an organization are very important. The way the banking has changed, so has the customer changed. Here’s how to improve online banking services and improve the digital banking experience overall. However an organization which has robust mechanism to redress the complaints and resolve problem of the customer gets recognition as a customer friendly organization. It may be possible that route cause may be some where else which should be rectified rather then the concerned staff or branch made the scapegoat. It may be due to system lapse, procedural deficiency, inapt technology, poor in-house work allocation, work flow module etc. 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. Assistant professor in Management Measure Your Performance. Brainstorm common customer service scenarios, along with the most appropriate way to … Just be careful to use tools with caution. Good communication requires a coordinated strategy of communications utilizing all available tools, yet most contact centres are reactive and are therefore not proactively reaching out to customers. Just think about it in this way: complaints are free market research. However most of the time, feed backs are generally not available and public sector banks are normally not enthused about taking feed back on their services. Use Tools With Caution, Top Customer Service Strategies – No 9. Welcome Complaints. Banks do not provide physical goods to its customers. The front desk services, customer care executives, online payments, cashless transactions, mobile apps, 24-hour automatic teller machines are all a part of customer service. Enhance Data Analytics Capabilities Customer insight and data analytics is at the foundation of virtually every retail banking trend in the coming year. 10 ways to improve customer experience in banking 1. Good customer service is seen by many as the most important differentiator between you and your competition and it helps to build a strong reputation for your organization in the marketplace. But of course there are some pitfalls to watch out for. In these current market conditions, prevention is better than losing customers! It also helps to understand future trends and requirements as needs of the customer’s keeps of changing with change of times. Marketing investments have traditionally focused on brand building and increasing loyalty: a reputable brand … Even where the compensation policy provides automatic payment of compensation, interest in case of delays etc., it is seldom paid unless the customer demands it. It is nice tips for customer service strategy. Market studies are effective tools to study the behavior of customers and their response to present standard of services. Paul was a leading member of the contact centre community – winning the Lifetime Achievement Award at the European Call Centre Awards 2011 – and was well respected by everyone who had the pleasure to work alongside him. Don’t send out a customer satisfaction survey just because it is the standard thing to do, and carry things on as they are. 1. For more great advice on this topic, read our article: Top Customer Service Strategies – No. As highlighted throughout this article, these great customer service strategies were passed on to us by the late Paul Cooper. Here are a few more ways to listen to customers and staff, once you have set your purpose: For more details on each of these methods and others, read our article: 25 Good Customer Feedback Examples, Find more of Paul’s advice for listening to your contact centre team in our article: Top Customer Service Strategies – No.5 Listen to Your Customers and Staff. Do you have any silly rules to “control” staff that should be dropped? So, for each of your contact centre metrics, consider: Alongside these, you should also be asking yourself: are you doing it to give yourself a warm feeling inside or to see where you have to make changes? The essential inputs are customer feedback, market surveys and the complaints received by an organization. Below are some helpful strategies to offer better customer service to your clients. Practice active listening. According to Gallup polls, the banking industry ranks near the top of all businesses in the country for customer … 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. These two activities constitute more than 80% of banking business in all the banks. Yet how can we better utilize them? 5 ways to improve and optimize the customer experience in banking … If there is one thing we can all improve on its customer service. There is lots of great advice on the topic of measuring the right things in customer service in the following episode of The Contact Centre Podcast, which features a conversation with Morris Pentel, a well-known customer experience consultant. The customer of today is not what he was yesterday. Use Tools With Caution. Promote Financial Literacy Through Customer Education. Don’t Do ANYTHING Until You Have Done These 10 Things! People with the right attitude are essential to building a successful customer service approach. Consider speech analytics. The quality of paper, the font size and the language should be proper. The banking industry needs to move beyond finding the optimal channel mix to determining what works best for each individual customer. Customer Service Strategies in Banking Sector, Customer Relationship Management (CRM) in the Banking Sector, Strains and Challenges faced by Indian Banking Sector, Narasimham Committee on Banking Sector Reforms (1998), Advantages and limitations of universal banking, Information Systems in Various Levels of Modern Organizations. A robust Research and Development department which can effectively and efficiently bring out newer products/ services based on market feel and futurist visualization of customer preferences is an important aspect in banking services. 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. Is the step in the process really benefiting everyone, or does it just make life easier for one area at the expense of others? Bir bahadur karki 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. This is not an area for cost-cutting if the market gets tough. Here are some steps that bank tellers and other frontline staff can take to improve customer service. 3 Recognize the Importance of Customer Loyalty, Top Customer Service Strategies – No.4 Lead from the Top, Top Customer Service Strategies – No.5 Listen to Your Customers and Staff, Top Customer Service Strategies – No.6 Welcoming Complaints, Top Customer Service Strategies – No.7 Look at Processes from Varied Viewpoints, Top Customer Service Strategies – No 8. Investing and improving customer experience is possibly the best CX strategy for banking … Smile, make eye … The first step to a great customer... … First and second type of customers does not give an opportunity to bank to improve upon its services. Build a Reputation and Tell the World. Automate the credit card selection and application process. This site uses Akismet to reduce spam. Originally published in February 2012. 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