I am a skills trainer and am currently designing a 1 day course addressed to bank employees on how to attract new customers. can you share some ideas please. Thanks
From Malta, Safi
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From Malta, Safi
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Hi,
I don't know if this could be useful for you as a trainer, but as you wrote that this is for bank people, I think sharing why I hate their service would help you understand how to attract new customers.
1. No proper reply for transactions after sending a fax for deposits (especially with SBI), and there is no customer care available.
2. There is no reception at all, making customers feel like they are in a king's palace with no greetings.
3. It would be beneficial if the staff spoke the local language, especially in regional banks where many farmers and other low-qualified individuals may be hesitant to enter, showing a lack of empathy.
4. Additionally, employees should not speak English with customers unless the customer initiates the conversation, displaying a lack of respect.
5. There should be at least one receptionist at the entrance of all banks, with a compulsory smile (otherwise no salary), greeting customers with "May I help you, sir/ma'am?" while wearing a uniform with a "Help" badge, which would improve customer service.
6. All bank employees should wear suits and coats, presenting a neat appearance to show customers they are professional and meticulous in their service.
7. It would be beneficial to have model application forms (for DDs, deposits, withdrawals) filled with XXX name and figures to demonstrate how to fill out the form, providing guidance in both English and local languages, instead of following strict and potentially rude rules.
8. Customers should not have to wait in the bank for more than 10 minutes, showing a lack of consideration for their time.
9. There should not be individual cabins for employees; instead, they should all sit together to promote teamwork and efficiency, ensuring that everyone contributes to the job.
10. The bank manager should engage in conversations with customers instead of merely signing papers, demonstrating their commitment to generating revenue for the bank. Otherwise, a 10% salary deduction should be implemented annually to motivate the manager to focus on customer relations rather than personal gain.
If banks in India change their attitude and modernize their procedures, they may attract new customers. This advice is specific to Indian bank employees and may not apply to other countries.
Only in the dreams of Indians,
Good luck with your training!
Regards,
Murugesh.
From Japan, Koto
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2I don't know if this could be useful for you as a trainer, but as you wrote that this is for bank people, I think sharing why I hate their service would help you understand how to attract new customers.
1. No proper reply for transactions after sending a fax for deposits (especially with SBI), and there is no customer care available.
2. There is no reception at all, making customers feel like they are in a king's palace with no greetings.
3. It would be beneficial if the staff spoke the local language, especially in regional banks where many farmers and other low-qualified individuals may be hesitant to enter, showing a lack of empathy.
4. Additionally, employees should not speak English with customers unless the customer initiates the conversation, displaying a lack of respect.
5. There should be at least one receptionist at the entrance of all banks, with a compulsory smile (otherwise no salary), greeting customers with "May I help you, sir/ma'am?" while wearing a uniform with a "Help" badge, which would improve customer service.
6. All bank employees should wear suits and coats, presenting a neat appearance to show customers they are professional and meticulous in their service.
7. It would be beneficial to have model application forms (for DDs, deposits, withdrawals) filled with XXX name and figures to demonstrate how to fill out the form, providing guidance in both English and local languages, instead of following strict and potentially rude rules.
8. Customers should not have to wait in the bank for more than 10 minutes, showing a lack of consideration for their time.
9. There should not be individual cabins for employees; instead, they should all sit together to promote teamwork and efficiency, ensuring that everyone contributes to the job.
10. The bank manager should engage in conversations with customers instead of merely signing papers, demonstrating their commitment to generating revenue for the bank. Otherwise, a 10% salary deduction should be implemented annually to motivate the manager to focus on customer relations rather than personal gain.
If banks in India change their attitude and modernize their procedures, they may attract new customers. This advice is specific to Indian bank employees and may not apply to other countries.
Only in the dreams of Indians,
Good luck with your training!
Regards,
Murugesh.
From Japan, Koto
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Improving Customer Service.ppt
Customer Service Tools.pdf
Celebrating Customer Service 2000.zip