How to Construct a Control Chart for a Bank to Manage Customer Service

A bank's control chart evaluates and manages quality customer service.

Every business wishes to provide quality customer service to clients to maintain business relations and financial growth. For banks to evaluate whether customer service meets customer satisfaction, bank management uses control charts to outline the services given, customers' reaction and bank procedures. Control charts involve graphs and flowcharts that illustrate every step of the customer service process, ensuring performance falls within acceptable bounds and any problems are identified for corrective action.

Instructions

1. Conduct customer surveys regarding bank service. Questions should focus on how long the customer was put on hold for call-in service; if all issues were addressed coherently and with the knowledge expected by the bank personnel; and whether the customer was treated in a professional and understanding manner. Other questions to include can focus on whether specific products and services were offered along with whether upper management had to be called upon to address certain unresolved issues.

2. Create a control chart by gathering the survey data and separating it into two categories: customer viewpoints that involve expected service following bank guidelines and policies, and customer viewpoints of service that do not follow the expected policies that the bank can or should provide. Compose the chart as graph elements by selecting the period of time when customer service was given. On the left side of the graph, define elements of the number of customers who were reviewed, such as 50 to 100 customers. Along the bottom of the graph, rate the employee's customer service, with "1" representing poor service and "5" being exceptional service. Use the data to mark the number of customer reactions falling under the specific performance rating by creating bar graphics.

3. Create a flowchart graph using diagram symbols (such as circles and squares) and lines as directional arrows to outline customer service problems and resolutions. Within the diagram symbols, add the customer's issue for calling for bank service in the circles and the employee's actions regarding the same issue in the squares. Add the customer's reaction, which can be based on dissatisfaction, a request to speak with a manager or a closing of the account.

   Indicate how the employee tried to resolve the issue by linking the boxes stating the employee's actions to the circles indicating the customer's reactions. Going step by step, mark in whether the employee had followed service policies or deviated from the rules, discovering at what point in the process this happened. With this concept, you can determine if the problem with customer service lies with the employee or with bank regulations. Indicate what corrective action will be taken to resolve the issue.

References

• Florida Department of Health: Module 10 - Control Chart