Introduction
In a mix of definitions and experiences we try to find the motivation for everyone who has access to the client.
The existence of customer service can be traced back to the beginning of commercial transactions, but it is not until today that it takes on the importance it deserves.
This manual seeks to guide us all (Customer Service Representatives, vendors, interviewers and all those who are in contact with customers) in this Institution to achieve customer satisfaction through " Excellent " care.
Over the years, the client has become aware of his rights, which makes him much more demanding when it comes to receiving care.
Our bank, aware of the importance of our clients, is constantly changing to achieve “ Excellence ”, thus demonstrating that our Institution is aware that without our valued clients we cannot exist.
This is where the Commandments of Good Customer Service, Suggestion Boxes and so many other things that will come up are born. We must go in search of creativity in everything related to meeting the needs and demands of our customers.
Winning clients with quality of service
Know your client:
You must start the relationship with a cordial greeting where the door of trust opens and you achieve a relationship with that client. To achieve this you can help yourself with a positive attitude that shows the availability you have; with this you will get a good reaction from the client.
Tips
- The Greeting: the most important thing is to receive the client with a Good Morning, how did it go? What can I do for you? (among other pleasant phrases) together with a sincere smile, that achieve that this client full of doubts, problems can feel taken care of.Mentalize yourself: the best therapy to start your day is to disconnect from all problems and put yourself in your client's place (this It is not difficult, remember that we are all clients; try how you want to be treated). Advise the client: analyze their possibilities, look for the best product you can offer and with this you will get their satisfaction. The Competition: remember that there are many banks with what we compete for and if this client has chosen us to make a transaction, we want to keep it as a client of our bank.
Now that you know your clients you can know the Importance of them for our institution.
Did you know:
The client is part of the hierarchical organization chart of the Savings Bank, yes, in this authority order map they are “# 1”; Since they are the ones who must render accounts of the operations we do with their money, with this we can affirm that " there is no bank without clients ".
That is why the style of work of the Institution's officials must put into practice the Commandments of Good Customer Service, with them you will be able to see the customer from another angle.
"How to maintain a Client?
The primary source of customer retention is "Excellent Care", if you don't take care of your customer, someone else will.
People seek to feel important, which is why the place that makes us flourish this feeling, earns our loyalty.
It is necessary that this first-class service you provide, be continuous and NOT momentary, a disappointed customer from other banks can come at any time and that is the best time to attract them; however, if your attitude is contrary you can get us to be classified in the same way as the bunch.
When you manage to provide the best care, you will be able to get recognition from your clients.
Let each of the clients served during our day, remember with pleasure our name, the service and the care provided. Let's mark as our primary objective to make the customer remember every minute of their transaction in Savings Bank as something memorable.
From entrepreneurs, small and medium-sized entrepreneurs, to large company managers, everyone participates in the seduction game to retain the current client and to continue consuming our products and services, so that it becomes the best advertising we can have, recommending us to others. potentials. We play with loyalty cards as well as new client recruiting, making the right plays with quality personal attention.
We are all customers and suppliers.
Is it possible that we stop demanding the highest quality service when we have to be customers? Reflect that the excellent quality of your services is “something to remember”.
"The Search for Satisfied Clients"
What is more important than the "Satisfaction" of our Clients? How is it done to make our clients feel satisfied?
The first thing we must clarify and unify is the meaning of the Word Satisfy and Satisfied.
To satisfy: is to please.
Satisfy for the savings bank: it is the Duty to Please all our Clients, at all times.
Satisfied: Happy, Pleased.
Satisfied for the savings bank: It is being able to notice in your clients that they are pleased and that they are comfortable with the treatment they are offered.
Communication the basis of all relationships
Communicate with body language, with a gesture we can encourage a person or make him feel good.
You can make a difference, you can make people imitate and admire you and make a chain of excellence. Remind the person next to you (regardless of whether it is your boss, the cashier, security, etc…) who smiles and you will feel the change in your work area.
Did you know that smiling makes you feel much better and helps your thoughts; Try it and you will see!
Cleanliness and Order: to make your clients' eyes pleasing you must keep your workplace as clean and orderly as possible. The order can prevent you from missing a document.
Think about how you like to see a place where you will be attended; Would you trust a company where papers overflow and dirt invades the place?
Marketing as a basis to excel
To attract the attention of customers, you must know all the products and services of the bank, even if they are not part of your area, at least to be able to provide good service or manage to lead them to whoever can provide complete information.
Know the Bank's Products! You must convince the client that our products are the ones that will really satisfy their needs!
Tips
- You can search for information on the intranet. Read the Bank's Products Brochure. Question, this does not make you less, it helps you to know more about the work that you should do in the best possible way.
Quality as a marketing tool. The importance of customer satisfaction.
Marta for my customer service means providing a solution to any customer need, it is providing a smile and serving him diligently, it is making him feel like he is at home, in confidence, it is making the customer know that he is important to us, is to give advice, customer service is to provide security when choosing our products or services, it is to make the client feel that he is being served by professionals who know his work and know that it is best for him. Customer service is to establish a link that goes beyond a simple transaction, call her for her birthday, ask about her family, etc. For me this is customer service. As one of the Ten Commandments of Good Customer Service says: «the client is not a cold statistic, he is a person with feelings »
Lynn smith
