CUSTOMER

RELATIONSHIP
MANAGEMENT

Customers are not an interruption to our work; they are the purpose
of it.

THE OVERALL EXPERIENCE

Customer
Customer

Service is being served

Satisfaction is feeling served

CRITICAL ROLE OF THE FRONT LINE

STAFF

To

make that all important first impression

To gain or lose customers
To convert a crisis into an opportunity
To create lasting and satisfying relationships with
Customers

WHAT IS QUALITY
SERVICE?

When one meets or exceeds the customers

expectations
Only promise what you deliver and deliver
what was promised

WHAT IT TAKES TO DELIVER QUALITY

SERVICE

Attitude, enthusiasm & the power of passion

Knowledge

Confidence

Appearance & Clothing

Persistence

Building right relationships

ATTITUDE
Words

can be refused but a positive attitude that

springs from sincere belief cannot

People

are persuaded more by attitude than logic

because:
They are ruled by emotions
Emotions are contagious

ENTHUSIASM

Enthusiasm lets you do things with excitement and

energy

Its

like an electric current that creates attraction

It

invites people to join with you in your belief in

what you are selling

It

shows in your voice, body language and

willingness to do whatever you can to provide your
customers with the best possible service

THE POWER OF PASSION

If

attitude is mind, enthusiasm is body, then

passion is spirit

Its

about having love and respect for what

you do personally and professionally

POSITIVITY

Read something inspiring everyday

Find a quote that means something to you and

hang it where you can see it

Look for new crowd if people around you are

angry and bitter

Count your blessings

Find attitude mentors

GIVE IT ALL YOU HAVE

To

be high achiever, you have to put in time and effort

necessary to
lessen the possibility of failure
A

positive attitude stimulates effort

When

you are faced with less perfect situations you

have two choices:
Live in disappointment
Pick yourself up and start again

KNOWLEDGE

Business knowledge

Industry knowledge

Company knowledge

Product knowledge

Process knowledge

Policy knowledge

Selling knowledge

PERSISTENCE

Never, never, never give-up!!

GOALS

One must have clear / well defined goals

(Personal & Professional)

Goals should be time bound

Begin with the end in mind (Stephen Covey)

BUILD THE RIGHT RELATIONSHIPS

People

do business with you if:

They like you

They trust you
They respect you

THE SERVICE MARKETING MIX

The Service Marketin

The Classic Marketing Mix

Product

Promotion

People

Price

Place

Processes

MOMENTS OF TRUTH
It

is absolutely essential that the customer

receives a favorable impression each and
every time he has contact with the bank
Whether it is his first contact or his fiftieth,
this still holds true
These contact situations are commonly
known as moments of truth.

MOMENTS OF TRUTH
They

have the power t make or break the

banks reputation
Every time the customer has dealings with a
member of the banks staff, he forms or
consolidates his opinion as to whether or not
he is satisfied with the bank itself
Even one unsatisfactory encounter can make
him decide to switch to another financial
institution

THE WOW EXPERIENCE

Make the customer feel at home
Care about the customer
Make them feel special
Give the right advice
Provide value (Give more than expected)
Keep your promises
Help when the customer really needs it
Know Your Customer
Make things even better if you make a mistake
Thank the customer
Reach out to the customer

THE ONE & ONLY QUESTION

Did

the customer enjoy the experience?

SERVICE PROTOCOLS

THE FIRST IMPRESSION

Impressive Branch Ambiance
Adequate Lighting

Teller & Customers Services Counters cleaned, polished an

organized
Organized notice board
Availability of Products and Marketing material

Proper display of Banking Mohtasib Posters, FAQs and Com

Forms
Cleaned planters and trash bins
Comfortable branch temperature
Operational ATM machines/ spick & span ATM booths

STAFF ATTIRE
Gentlemen

Neat and proper haircut

Quality Suiting

Properly washed & ironed clothes

Avoid loud colors & clashing patterns

Polished shoes

No casual Wear

Shine Yourself

STAFF ATTIRE
Ladies

Conservative make-up

Polished shoes or sandals

Properly washed and ironed clothes

Hair is very important. Neat haircut

Avoid overly fashionable styles

Avoid shiny/ transparent/ satin fabrics

Shine Yourself

PUTTING SERVICE BACK IN

CUSTOMER SERVICE
Put out the Welcome Mat
Make eye contact
Extend the standardized greeting
Well groomed appearance
Wear Staff ID cards
Appropriate and sincere facial expressions
Smile
Product & Service Information
Introduce yourself
Clear, concise and accurate delivery of product details
Acquire and provide contact details for further inquiries
Personalized Customer Services
Attempt to resolve small problems
Assist customers with their queries with right solutions
Discussion of personal/ professional problems is unacceptable

CASH COUNTER DYNAMOS

Over the Counter

Acknowledge the presence of customers with a smile

If necessary ask the customer to wait for his turn
Use verbal or non verbal cues such as nodding of head, making a brief comm
asking
questions while doing a transaction
See the invisible in the queue
Proper queue management
Always remember: acknowledging customers kills the frustration of wait
Make use of intercoms to avoid cross talk
Clean Sweeps

Use Please and Thank you statements at the conclusion of every conversa
Summarize and conclude the interaction

TELEPHONE ETIQUETTE SAYS IT

ALL
Amplify the Customer

Answer all calls within 3 rings

While answering use standardized greetings Assalam-o-Alaikum MCB
Make an apology for the delay if the customer is put on hold
Provide correct information to customer query
Listen properly to the customer
Incase no one is available to take the call, take customers name and contac
number
Turning complaints into compliment Hit the Jackpot

Make it easy for the customers to raise their concerns with you
Thank the customers for raising their concerns
Show interest
Treat the customer with genuine empathy, courtesy, patience, honesty and
Respond to the problem quickly

Shaking hands
Posture
Facial expressions
Appearance
Voice
Tone
Hairstyle
Clothes
Smile
Expression in your eyes

How close you stand to

others
How you listen
Confidence
Your breathing
The way you move
The way you stand
The way you touch
people
Color choice
Silence

1. JANES taking Tom out for pizza tonight. (not Sue or Mary)
2. Janes taking TOM out for pizza tonight. (not Jim or John)

3. Janes taking Tom OUT for pizza tonight. (rather than stayi
4. Janes taking Tom out for PIZZA tonight. (not seafood or
hamburgers)

5. Janes taking Tom out for Pizza TONIGHT. (not this weeken

 Dress
Firm

and colors

Hand shake

Upright

Posture

Gestures
Eye

Contact

Smile
Mirroring

COMMUNICATION BARRIERS

Differences

in perception
Jumping to conclusions
Stereotyping
Lack of knowledge
Lack of interest
Difficulties with selfexpression
Emotions
Personality

TELESKILLS

Answer the phone in 3 Rings.

Telephone Greetings (Std opening
& closing)
Ask for callers name
Hold the phone correctly
Listen carefully to the customer
Take Notes

TELESKILLS

Use standard scripts. i.e. ATM etc

Repeat & summarize customers needs.
Explain if you ask the customer to call back
Thank the caller at the end of the conversation
Avoid giving mis-leading information
Dont end the conversation abruptly, rather end the
phone pleasantly

DEALING WITH DIFFICULT CUSTOMERS

Your unhappiest customers are your greatest

source of learning. Bill Gates.

MANAGING ANGRY CUSTOMERS / COMPLAIN

STEP 1

Do not ARGUE

Acknowledge the customers right to be angry

STEP 2

LISTEN carefully

Allow the customer to vent

Do not INTERRUPT

Use your active, reflective and empathetic listening skills t

encourage them to keep talking

MANAGING ANGRY CUSTOMERS / COMPLAIN

STEP 3

APOLOGIZE

Restate the problem as you understand it to clear

ambiguities

Assure them that you will do everything possible to

resolve their problem

EMPATHIZE

STEP 4

ASK QUESTIONS; it ensures customers that you sincerely

want to resolve the problem and also keeps you from
making a statement that the customer may perceive as
placing the blame elsewhere or passing along the
responsibility to resolve the issue

MANAGING ANGRY CUSTOMERS / COMPLAIN

STEP 5

THANK the customer

REMEMBER only a small percentage of your customers

complain, so treat every complaint as an opportunity for
improvement

When someone helps you to get better, thank them

STEP 6

Make RESTITUTION (Amends)

Explain exactly what you will do to resolve the issue for

your customer. They will calm down after you do this.

After you have explained yourself, make sure he/she

understands you and that your efforts will be acceptable
to him/her

MANAGING ANGRY CUSTOMERS / COMPLAIN

STEP 7

Do what you PROMISE

You must deliver your promise of restitution. If you UNDER

PROMISE and OVER DELIVER, the customer will remember
you for life

If you dont do what you promised, you will never get a

second chance

STEP 8

FOLLOW UP

CALL or WRITE to them to make sure they are satisfied

MANAGING ANGRY CUSTOMERS / COMPLAIN

STEP 7

Give them something EXTRA

Give them a discount, a fee waiver or anything you think

of to compensate them for their inconvenience

The important thing is to make the customer believe that

you have gone out of the way for them when they are
angry and that you want them to be satisfied and loyal
customer.

ABUSIVE CUSTOMER

customer who goes beyond expressing anger

about a problem and begins attacking the
person handling the call - often includes
swearing and personal attacks

HANDLING ABUSIVE CUSTOMERS

Stay

Calm
Youre not the target
Give customer warning
I beg your pardon?
I dont appreciate the language you are using.
If you arent able to talk with me without swearing, I
will have to ask you to leave.
If

situation gets
immediately

serious,

inform

supervisor

CUSTOMER SATISFACTION: MAIN

BENEFITS

Customers

stay with the company longer

Customers

deepen their relationship with

company
Customers
Customers

demonstrate less price sensitivity

recommend company's products or

services to others

THANK YOU