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Unit 4 Bank Management
What Is Customer Service?
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vacation. The teller smiles, says hello, and issues the traveler’s checks
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satisfied the customer is with checking and savings accounts service at
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When did the customer service begin? When the customer entered the
bank? When standing in line? When purchasing the traveler’s checks?
Customer service includes all interactions between a customer
‘mcsgda‘mj-@customer is an individual, organization, or business that
purchases a product or service. Customer service starts when the bank
and the customer interact for the first time. This could be a click on a
website, a comment about the bank that the customer overhears at work, or
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Good customer service adds value to the bank and increases the
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The difference between poor customer service and great customer
service is the difference between losing and keeping a customer.
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though the bank may have dedicated customer service employees,
each employee provides some type of customer service. Bank
personnel must avoid any behavior that is unethical or inappropriate.
Customers do not have to put up with rude or ignorant responses.
It is easy for them to take their business to another bank that treats
them well. Figure 11-6 shows examples of behaviors that reflect
poor customer service and those that reflect good customer
service. Remember that happy customers become loyal
customers who will return to fill other banking needs. It costs
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new ones. To provide positive customer service, employees
should always:
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Ba n ks bu i l d ra p po rt w ith
c usto m e rs th ro u g h pe rso n a l
i nte racti o n a n d q u a l ity
c usto m e r se rv ice.