Tuesday, April 16, 2013

Whenever a person enters the premises of a Bank, a minimum expectation accompanies him. He looks around to find out where his expectation is going to be fulfilled. Here, the front line bank staff  having fast response time and eagerness to  attend to his job with a smile  leave the first indelible impression on the  mind of the customer. We know, Courtesy always pays and often pays handsomely. Acting and performing the job in consonance with the feeling of extending the same courtesy that one expects and at times demands from the staff of any other organisation where he is himself a customer makes all the difference. To say, the staff wins  half the battle if he begins putting himself in customer's place. Offering an opportunity to the customer to form the impression that he is being served grudgingly is just short of asking him to move out of the bank. Instead, a cheerful greeting puts the customer at ease, and consequently foster a sense of goodwill besides bringing good business for the bank.

बस थोड़ी -सी मुस्कुराहट, मानवीय व्यवहार  और समय से काम 
   इतने से ही ग्राहक हो जायेंगे खुश, मिलेगा बैंकिंग को नया आयाम

Moreover, in order to serve a customer well, one must listen well to find out what actually are his problems. The  level of banking service has been as good as one's understanding of customers' need, requirements and his immediate expectation. Notwithstanding, a situation may confront the staff where it is not possible to satisfy the customer at that moment for valid cogent reasons, but he should not say 'YES' only to please the customer momentarily. Here, the banker should again act by following the valuable advice of Gandhiji, "A 'NO' uttered from the deepest conviction is better and greater than a 'YES' merely to please or worse to avoid trouble". Yes, it is a great art to say 'NO' and still keep the customer not dissatisfied.

Any successful Bank will have to have ever growing loyal customers to whom it keeps adding value and consolidate  the on-going relationship. But, it's not an easy task to add loyal customers to its fold on regular basis. Yes, to achieve this most sought after goal  of a Bank, it is of utmost importance to let all its personnel understand well  that the transaction effected by a customer is not an one-off-interface, but is the beginning of a long term relationship. And RecognisingRespecting & Rewarding (3Rs) the relationship with customers has been a sure and certain way also to image building exercise of a bank, besides sustained business growth. 

Undoubtedly, this strategy of 3R relationship always makes the customer feel special and prompts him to act as the goodwill ambassador of  the Bank.

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