273
Chapter 11 Selling the Bank
Customer Services Offerings
Customer service representatives are an important part of customer
rdquhbdr-Gnvdudq+pt‘khsxoqnctbsr‘mcrdquhbdrdmg‘mbdsgda‘mj
image and generate customer loyalty:
¶ knb‘shnmr
¶ g‘mchb‘oodc‘bbdrrhahkhsx
¶ hmsdqm‘shnm‘krdquhbdr
¶ rdbtqdvdarhsd
Locations that are convenient for customers are important with
any business, including a bank. Persons with disabilities also need to
have access that is appropriate to their needs. Ramps, teller windows,
‘mcknaax@SLrrgntkcadcdrhfmdcsn‘bbnllnc‘sd‘odqrnmtrhmf
‘vgddkbg‘hq-Sgd@ldqhb‘mrvhsgChr‘ahkhshdr@bs’@C@(qdpthqdr‘kk
buildings that welcome the public to meet accessibility standards.
For example, as shown in Figure 11-8, a ramp can be provided as an
alternative to using stairs.
Hmsdqm‘shnm‘krdquhbdr‘qdhmbqd‘rhmfkxqdpthqdcaxbtrsnldqr-@bbdrr
to money and account information while traveling abroad is another factor.
Credit and debit cards that work in foreign countries as well as other
travel-rated services are ever more important to consumers.
Many people are now conducting most if not all of their banking
online. The bank’s website should be secure and easy to use. Information
should be easy to find and services commonly offered by other banks
should be available. For example, the ability to pay bills and check
account balances should be provided.
Stairs are
not accessible
Ramp
conforms to
guidelines
Source: Shutterstock (auremar)
Figure 11-7.
@C@QdpthqdrOtakhbAthkchmfrsnad@bbdrrhakd