IMPROVING CUSTOMER SERVICE AT COUNTER
IMPROVING CUSTOMER SERVICE AT COUNTERBy K.Aruna Rani
SRNo.34847Customer serviceis the provision
ofservicetocustomersbefore, during and after a purchase or a
transaction.Customer is the lifeblood of the bank. Indirectly ,
Bank depends on the customer and their satisfaction to run the
organization efficiently.Banks main objective is customer service
i.e, to cater according to their needs. One of the platform to
provide the service in Bank is across the counter.* What is
Customer service in bank?*Suggestions for improving customer
service across counterGood Communication and body languageKnowledge
about productsKnowledge about CBSCross- selling of the
productsAvoiding Conflicts of interest1. Good Communication and
body languageFirst Impression is the best impression.Be always
polite towards customerCustomer is always right as they are assets
of the bank ,so avoid arguments and quarrels with them , instead
understand and resolve their problemAlways start the day with a
smile as it costs nothing Always have a smiling face while
communicatingUtter the customer name in a respectful manner it will
create a good interaction between customer and the employee 80% of
communication is non verbal, so take care of your body language
i.e., gestures , facial expression etc.Take care of dressing ,
always wear a formal dress which should create a good
impressionAlways maintain good relation with the customers
2. Knowledge about productsOne should know the products that the
bank offers.He/she should be updated towards the new products
introduced so that he can efficiently explain to the customers
about pros and cons For example, Term deposit interest ratesTo have
better knowledge about the products, one should start using it
before selling to customers One should have knowledge about
tech-products like Internet Banking , Mobile Banking
3. Knowledge about CBS (Software)Each and every member should
have a keen knowledge towards their software If one have good
knowledge, the waiting time / Transaction time of customer greatly
reducesSpeed and accuracy also plays a key role to work on the
softwareOne should Stay updated towards the changes in the
software
4. Cross- selling of the productsCross selling is action or
practice of selling an additional product to the customerCounter is
the best marketing platform to sell the productsBy identifying the
good customer and their banking needs, One can offer a suitable
banking product which can satisfy their needThe objective of cross
selling is to increase incomeExamples are 1. To suggest an LAD for
an FD instead of closing the a/c 2. To offer insurance products 3.
To suggest the customer to invest in FD instead of saving in SB
5. Avoiding Conflicts of interest Conflicts of interest means
persons performing the work other than the assigned work which
creates conflict to the other , who is assigned that workOne should
be assigned for specific type of work and role to be performedThere
should be clear understanding in the responsibities and duties
which is to be performed to all the staff membersCONCLUSIONIt takes
less time to lose one customer but it takes more time to find the
same good customer , so be polite towards your communicationMouth
communication is the best communication and customer is the best
marketers for the organization. If one customer satisfies , he may
suggest to manyAlways keep the counter and premises clean and neat
which creates good impression THANK YOU
