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Top : Customer Service - Financial Sector : Page 2: 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:

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: 281 )

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: 417 )

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: 54 )

How Banks Use Profitability Analysis - by Arthur Middleton Huges
This article highlights the trend in the financial companies. That is, to identify, then cater to higher value customers. Follows is a discussion on the difficulties that exist to identify the higher value customers. (Added: 30-Nov-2004 Hits: 270 )

Bank Focus on Sales - by n/a
Informa reseach services customer service index shows that bank focus on sales may be at the expense of long-ter customer satisfaction and retention. See the article for an in-depth study with yearly statistics. Bank employees with in-depth knowledge of products and customers are needed more than good sales people. (Added: 1-Dec-2004 Hits: 208 )

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: 353 )

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Customer Service
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Pages Updated On: 28-Jan-2008 - 18:26:07





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