Customer service in banking is one of the most important ways to keep customers coming back. It includes responding to customers’ questions and complaints in a thorough and timely manner and interacting with customers through face-to-face meetings, telephone, mail, fax and email. Most if not all bank employees are involved in some aspect of customer service.
Because of increased competition, banks are required to become more and more customer-focused, according to Washburn Financial Services. It is more costly to acquire new customers than it is to retain existing customers. Retaining customers requires customer service staff in banks to provide service that is quick, error-free and convenient.
Bank tellers are the first point of contact for many customers. Tellers who are friendly, quick and knowledgeable are a definite tool for customer service in banking. Many customers make a decision on whether or not to do their banking with a particular institution based on the personalities and expertise of bank tellers. On-the-job training is usually offered for bank tellers, including emphasis on customer service skills.
Many banks, particularly large banks, employ customer service representatives in call centers to be the initial point of contact for customer inquiries. Call center representatives may try to solve problems or they may be responsible for directing calls to specialists within the banking organization. Call center representatives should have good communication skills, good listening skills and problem-solving abilities.
Other Jobs in Banking
There are many other staff members who offer customer service in banking. Branch managers may be able to soothe an irate or dissatisfied customer. Customer service representatives are able to perform more complex transactions such as opening accounts. Loan officers offer customer service to customers, both consumer and commercial, who wish to borrow money
Good customer service is the heart of banking. Today banks have a wide variety of competitors for business. For example, many department stores and grocery stores offer financial services such as cashing checks and selling money orders. Because of the amount of competition, unique products in the banking industry aren’t as important as outstanding customer service. Banks continually strive for improvements in this area. Examples of such techniques include taking customer surveys and monitoring calls that come in through the call center. Incentives, such as customer service awards, may be offered to encourage staff members to improve the customer support they offer.
- Photo Credit money makes money image by Andrey Andreev from Fotolia.com
Job Description for a Bank Customer Service Representative
Since bank customer service representatives are often the first people that customers interact with, they're considered the "face" of the bank. For...
Banking Customer Service Training
A 2003 study by the McKinsey Quarterly illustrates just how important customer service is to the banking industry. The study's findings reported...
Customer Service Bank Manager Job Description
Customer service is an important task in banking, so the position of customer service bank manager is one that must be a...
How to Improve Customer Service in Banks
Bank customer service is normally very efficient, however when you notice that your bank has become the butt of jokes and other...
How to Evaluate Performance of Employees in Banks
Evaluating employees involves more than just an assessment of their immediate performance, particularly when it comes to bank employees. These individuals are...
Customer Service Tips for Banking
Banking institutions serve a vast array of needs for customers, including monetary deposits and withdrawals, investments, safety deposit boxes, financial planning and...
Ideas for Banks for Customer Appreciation
In the competitive world of banking, it's important to show you appreciate a customer's business. It can make the difference between keeping...
How Much Does a Customer Service Rep Make at a Bank?
Customer service representatives work in a number of industries, including banking. Banking customer service representatives handle customer concerns, questions and complaints regarding...
Salary of a Bank Customer Service Representative
Customer service representatives play a vital role in the banking industry. Bank representatives provide client support by handling questions, complaints and requests...
Bank Customer Service Tips
When assisting customers at a bank, it's important to listen carefully to what their requests are because one mistake could cause confusion...