How Retail Banks can achieve "Customer Experience" Excellence?

According to me the most important thing for retail banks to focus on is to organise their teller lines by types of services and level of customers to get people to the appropriate staff person more quickly & enhance the overall customer experience.

One way of achieving Customer experience excellence is to incorporate regular team meetings among the branch office staff to reinforce desired attitudes and motivate the team to deliver excellent service.In this way employees will also learn their lessons from the previous meeting and try to improve on that.

I beleive that the to achieve "customer Experiance" excellence you have to give your customers options. Ask him what he wants, how he wants and then plan your services accordingly. Thats the best way to meet customer expectations. I do that everyday at my workplace and that has added a difference. In case he wants any service just tell him all the alteratives, make him the leader to select what is convenient for him.

Give the client the authority to select what may be most suitable for him. Seeing options the customer feels valued and and that is what customer demands today

He should be told how important he is for the bank and this may lead him praise services and therefore attract nore client

A flexible set up is better then a rigid set up

Today the banking operations are centralized but not the services. For example all the banks provide online access to account so that the client can operate it properly but for specific pourposes the client may have to visit his home branch.

Recently i faced a similar problem with one of the biggest banks. A bank account had to be closed and for that once the customer service was contacted they told that the client can visit any bank branch for closure, on visiting one of the nearest branch they told that the closure process can only be done at the home branch and as per them the customer service is providing an incorrect information.

On contacting the customer care again they said that if the nearest branch is not accepting the request pls do visit the home branch

This adds to nothing but frustration and wastage of time and above all another reason for the customer to be rigid on his decesion

The biggest surprise was that neither the branch and nor the customer care of the bank was intrested to know the reason of closure.

There may be many such dissatisfactions for small things which would have made the customer go.

So Value your customers no matter how small

Regards

Nidhi Agarwal

Team Leader - Indiabulls Securities Ltd

In order to attract and retain customers,provide them a personalized service to create a memorable experience for them.To do that banks can implement a loan rebate program where employees will be asked to personally deliver customer gift baskets on their day off.This will go a long way in creating a personal connection with the customers.

Customers today are the pivot around which whole corporates rotate. Door to door instant services within twinkling of an eye will serve the purpose.

Any customer who walks into the bank should walk out PLEASED with the manner he was treated.    The attitude should be to solve the problem; not to pester him with a new one.    The mantra is - LISTEN -Listen to your customers with interest.     UNDERSTAND - where the problem lies - whether with the bank or with him or with the process, OR WITH YOURSELF.   ACCEPT - accept there lies a problem (even in his perception) ,and then SOLVE - take steps to solve the issue.     THANK him for having brought the problem to your attention.    Finally SMILE and REASSURE  he is valuable to you.   

Just do these and retail banks need not HUNT for customers; Customers would be glad to walk in.

Understand the customer's Need, give solution