IMPROVING CUSTOMER SERVICE

AT COUNTER
By K.Aruna Rani
SRNo.34847

* What is Customer service in bank?

Customer service is the provision
of service to customers before, during and after a
purchase or a transaction.
Customer is the lifeblood of the bank. Indirectly ,
Bank depends on the customer and their
satisfaction to run the organization efficiently.
Banks main objective is customer service i.e, to
cater according to their needs. One of the
platform to provide the service in Bank is across
the counter.

*Suggestions for improving customer

service across counter
1.
2.
3.
4.
5.

Good Communication and body language

Knowledge about products
Knowledge about CBS
Cross- selling of the products
Avoiding Conflicts of interest

1. Good Communication and body language

First Impression is the best impression.
Be always polite towards customer
Customer is always right as they are assets of the bank ,so avoid
arguments and quarrels with them , instead understand and resolve
their problem
Always start the day with a smile as it costs nothing
Always have a smiling face while communicating
Utter the customer name in a respectful manner it will create a
good interaction between customer and the employee
80% of communication is non verbal, so take care of your body
language i.e., gestures , facial expression etc.
Take care of dressing , always wear a formal dress which should
create a good impression
Always maintain good relation with the customers

2. Knowledge about products

One should know the products that the bank
offers.
He/she should be updated towards the new
products introduced so that he can efficiently
explain to the customers about pros and cons For
example, Term deposit interest rates
To have better knowledge about the products,
one should start using it before selling to
customers
One should have knowledge about tech-products
like Internet Banking , Mobile Banking

3. Knowledge about CBS (Software)

Each and every member should have a keen
knowledge towards their software
If one have good knowledge, the waiting time
/ Transaction time of customer greatly reduces
Speed and accuracy also plays a key role to
work on the software
One should Stay updated towards the changes
in the software

4. Cross- selling of the products

Cross selling is action or practice of selling an additional
product to the customer
Counter is the best marketing platform to sell the products
By identifying the good customer and their banking needs,
One can offer a suitable banking product which can satisfy
their need
The objective of cross selling is to increase income
Examples are
1. To suggest an LAD for an FD instead of closing the a/c
2. To offer insurance products
3. To suggest the customer to invest in FD instead of saving
in SB

5. Avoiding Conflicts of interest

Conflicts of interest means persons
performing the work other than the assigned
work which creates conflict to the other , who
is assigned that work
One should be assigned for specific type of
work and role to be performed
There should be clear understanding in the
responsibities and duties which is to be
performed to all the staff members

CONCLUSION
It takes less time to lose one customer but it
takes more time to find the same good customer
, so be polite towards your communication
Mouth communication is the best
communication and customer is the best
marketers for the organization. If one customer
satisfies , he may suggest to many
Always keep the counter and premises clean and
neat which creates good impression

THANK YOU