The relationship between a client and bank symbolizes a very important affiliation. Whether for personal or business banking, clients who entrust their finances with a particular financial institution are depositing more than just money. They are conveying a trust in the bank's ability to meet their needs through products and customer service.
Some would say customer service is dead. Not so. There exist financial institutions that have made it their mission to provide a level of customer service that far exceeds the client's expectations. This is achieved through a combination of methods, including the courtesy extended to customers, an ability to solve problems and offer sound, unbiased financial advice, and strong working relationships between a bank's various departments.
For potential banking clients in search of authentic service, consider the following directives that must be a part of any bank's mission for superior customer service:
1. Personal satisfaction is key. No matter what the situation, a bank employee's interaction with a client is always a golden opportunity to deliver or provide the client with a personal sense of satisfaction.
2. A rapport and trust exists between the bank and the client. Building rapport can be done in various ways. One tried and true method is to engage the customer in friendly conversation and also addressing that person by name. This approach indicates interest and an eagerness to fulfill the client's expectations.
3. A clear understanding exists of the client's needs. Generally, a customer knows what he or she needs, but others on occasion may be unsure of how to handle a particular issue. A bank representative delivering superior customer service takes the time to guide and assist the client in achieving what they want. This requires asking relevant questions and listening carefully. This technique helps build repeat business as well and can encourage new business through referrals.
4. Bank representatives are knowledgeable about the bank's products and services. When it comes to issues of finances and business, clients look to their bank for direction and advice. Successful banks cross-train their employees in the variety of products offered to its clients. Bank representatives also take the time to familiarize themselves with the industries of their business banking clients, can provide insights into the economic climate, and suggest products or services to support a particular business.
5. Regular training customer service programs help keep bank representatives from growing complacent. Instructing and reminding staff about the importance of providing excellent service is one of the most effective methods banks use to consistently meet clients' expectations.
6. Customer loyalty is nurtured and rewarded. One of the most excellent ways to achieve customer loyalty is to find the remedy to a client's problem. These efforts earn the bank a reputation for going the extra mile for a client. The very best banks define this type of service as "business as usual." A bank that follows up with its client after a service has been rendered is also welcome in a world that is so often lacking in the "personal touch" department.
7. It should go without saying, but genuinely thanking a customer at the conclusion of an interaction is the type of service that can convey gratefulness for the client's business. Authentic communication expresses the value the customer represents to the associate and to the bank. Those who feel appreciated will in turn communicate their appreciation in the form of customer loyalty.
Attention to service is not a myth. Many banks realize clients are looking for service that not only delivers prompt service, but goes the extra mile. Above all, superior customer service begins with an attitude of caring and the ability to deliver the needs of the client. The most successful banks have made this their mission and mantra.