Bacal & Associates - Meeting your customer service needs for almost two decades
Top : Customer Service - Financial Sector: Investor confidence in banking and other financial institutions comes from offering top quality customer service. Learn about customer service within the financial sector here.
Articles:
Financial Web Services- by Ian Bruce
Although Web services can solve the integration challenges of financial services companies, there are still misunderstandings about how the technology can add business value and its readiness for business-critical deployment. Ian Bruce attempts to dispel five common myths about Web services
(Added:
30-Nov-2004
Hits:
507
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The Toll of a New Machine- by Charles Fishman
It started with ATMs. Then gas stations. Now self-service kiosks are taking over airports and invading McDonald's restaurants. Is this the face of the jobless recovery? Or will automation make service better for workers and customers alike?
(Added:
20-Mar-2005
Hits:
339
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Banking Strategies - Attitude Adjustment- by Bill Stoneman
Banks are elevating training programs to improve customer service, but other supportive measures are also required. Service begins in the branch for most financial institutions, since that's generally where customers open accounts, conduct important transactions and turn for help when something goes wrong. It's also where customers are likely to form their opinion of the provider. Poor service quality in the branch will quickly translate into negative feelings about the institution overall.
In an era when retail profitability depends on expanding established customer relationships, bank managers across the country are recognizing they face a service shortfall. Increasingly, their remedies hinge on improved training for those frontline staff who provide the institution's public face.
(Added:
2-Jun-2005
Hits:
475
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Service Guaranteed - Will Profits Follow?- by John R. Engen
In a largely commoditized industry, it is difficult for any financial institution to set itself apart from the pack. But Jerry Grundhofer, chief executive of U.S. Bancorp, is convinced his troops can make a difference by rallying around the banner of better service quality. Will it pay off for shareholders?
The logic behind his approach is simple: Since products are pretty much alike from one bank to another, the best way to grow revenues is by retaining and deepening established customer relationships. "If we can give our customers better service," Grundhofer says, "we will accomplish all of our financial objectives."
(Added:
16-Jun-2005
Hits:
675
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Age of the Never Satisfied Customer- by Micheal Kelly
We are in the age of the never satisfied customer. Industry analysts GartnerGroup calculates that across major service industries - including financial services - customer complaints have increased five-fold since 1995. In Ireland, the number of consumer complaints in the insurance industry rose by 27% last year.
(Added:
1-Dec-2004
Hits:
376
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Banking Strategies - Rules of Engagement- by Bill Stoneman
Branch greeters can help improve customer service, but only if deployed to best advantage.
(Added:
12-Jul-2005
Hits:
531
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