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:
Improving the efficiencies of delivering service to your lending customers- by Kathleen M. Beans
Improving efficiencies is key for financial institutions that want to better serve their small business and middle-market customers--and do it more economically. Underwriting, monitoring, and collections are the primary areas where institutions can improve efficiencies regardless of their size or reliance on credit scoring, says Charles B. Wendel, president of Financial Institutions Consulting, Inc.
(Added:
6-Mar-2006
Hits:
263
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Bank Director Magazine - Up with People!- by Thomas K. Brown
Quality customer service can be a powerful competitive differentiator. Here are four ways to help your employees deliver it within the banking industry. Simple and straightforward hints.
(Added:
30-May-2005
Hits:
548
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Technology For Finance - Financial Technology News and Articles - Article- by Pete Cruz
The author discusses the need for banks to continually monitor and test their web-based software so that their on-line customers can receive customer service comparable to those customers waiting in line at branches. See how the author makes a good case for regular and automated testing of your company's web-sites.
(Added:
30-Nov-2004
Hits:
323
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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:
352
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Customer Service - Memo to Banks: Customer Satisfaction Does Not Matter- by Kimberly Hill
Research from Forrester suggests that custoemr satisfaction has little impact on whether customers stay or leave re: a specific bank. Be careful with interpreting this information. It's only part of the story.
(Added:
14-Nov-2004
Hits:
645
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Front-Line Performance GAP- by Paul McAdam and Ajay Nagarkatte
Even with plans, process and technology in place, retail banking executives reveal overall dissatisfaction with results, indicating widespread need for improvement in hiring, training and front-line tactics.
(Added:
1-Jun-2005
Hits:
499
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