Bank employees provide above-average customer service when armed with knowledge about bank products and a friendly attitude.
Banks are entrusted with a valuable asset: your money. According to a July 2012 article in Consumer Reports, a survey indicates that 26 percent of bank customers who opted to switch accounts to a different bank cited poor customer service as the reason. Proper training, knowledge of bank products, and prompt friendly service are all part of excellent customer service to bank clients.
Suggest Bank Products
Knowing a bank customer’s current accounts and banking services helps bank employees be aware of the type of bank products to suggest. For instance, a bank teller may be aware that an elderly customer routinely writes checks, but does not have a debit card. This opens the door for the teller to provide good customer service by recommending the debit card and explaining how to use one. As the U.S. Bureau of Labor Statistics notes, tellers not only describe available products, but also apply customer service skills by directing clients to the appropriate bank staff member for assistance. Bank employees should get to know customers by asking questions and demonstrating genuine interest in the client’s banking needs to know which products would be best.
Respond To Customers Promptly
According to an article on Bankrate.com, one customer received a notice from the bank advising that a fee would be deducted from his account for rental of a safe-deposit box — but the notice arrived 10 days after the fee had already been deducted. Responding to or communicating with customers in a prompt, efficient manner is a critical aspect of bank customer service skills. Go the extra mile with bank customers by following up with a prompt phone call when a question is asked and cannot be answered while the client is in the banking center. If a problem arises with a customer’s bank account, respond quickly and calmly to resolve the matter. If a customer is irate, the bank employee should work to defuse the situation and maintain the relationship.
Providing excellent customer service skills in a bank requires not only being aware of which products and services to offer, but being well-versed on all the attributes. Knowledge of staff is one area banks are rated on in customer service surveys, such as one conducted by the Consumers’ Checkbook website. According to an August 2012 article in Consumer Reports, one complaint among bank customers is receiving conflicting information from bank employees when asking questions of the employees about policies. Bank supervisors and head tellers should regularly meet with employees to verify that everyone at the bank is familiar with products and providing accurate information to customers.
Basic good manners go a long way in demonstrating excellent customer service skills in a bank. Know bank clients by name, extend a friendly welcome when a customer arrives, then follow up with a sincere thank you after bank services have been rendered. Small gestures such as offering a lollipop to a bank customer’s child or a dog biscuit to a client’s pet lead to high service ratings, according to an article in This is Money.
- United States Department of Labor, Bureau of Labor Statistics: Occupational Outlook Handbook: What Tellers Do
- ConsumerReports.org: Consumer Reports Survey: One In Five Considered Moving Their Checking Account To A New Bank In The Past Year: July 24, 2012
- ConsumerReports.org: From Our President: Bank Accountable: Aug. 2012
- Bankrate.com: Banks Need To Sell Customer Service: Greg McBride: Oct. 24, 2005
- ThisIsMoney.co.uk: The Top Five Banks For Customer Service: Dan Hyde: Oct. 1, 2010
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