CUSTOMER CARE OF A FINANCIAL INSTITUTION
Financial Institutions are companies and organizations that cater to financial services given to the customers; these are Banks, Stock Brokerage, Credit Unions, Insurance companies and the like. Since these organizations cater to the public their Employees are well trained to take care of their customers in response to the growing market needs. Each of them implements their own sets of rules and regulation to create a good communication and inter-relation process that would represent their companies. Most of the time it is their employees that handle questions, comments, queries, deposits and withdrawals. It is therefore imperative that these employees know how to handle and show a relevant customer service practice that they are going to demonstrate to their customers.
Employees including Customer Service, Receptionist, Tellers, Front Desk Representative, especially Sales People should know what they are selling, these people should know about their company their products and services they are offering, if not then the customer may not be impressed to accept the company’s product and services. The tendency of the customers would be to look for another service organization that can explain the various information the companies needs to offer.
These employees should be comfortable in dealing with customers they should be presentable and dressed up in a business like trends for the sake of professionalism. A clear and well modulated voice should serve well to the highly demanding customers. A dignified look and a welcoming gesture can highly add up to their confidence to promote whatever the company is offering plus a good product and service speaks for itself. Customer need not to be swayed or fool around just to get their attention. Employees who know how to deliver the benefits of their products and follow up accounts diligently is better than to attract the customers through insistent, senseless and unreliable information just to add sales to on your part.
In a Financial Service industry like stock brokerage the role of a salesman for company profitability is highly a prerequisite to their financial growth, that is why most Salesman can carry on a great Customer Service and information on their own. Their customers are highly informed about their shares and they are even proud when they receive their dividends consistently and on time. That is definitely what the customers look forward to in a company; fast and reliable services.
In a Bank, Insurance Agency and Credit Union where the customers are the one who visit the branch office should maintain a balanced and available customer service representative that can cater immediately to the customer needs and demand. Basically the customer account and transaction history should be easily traced through the use of record system or computer generated transaction for fast and immediate services.
The customers who are satisfied with their products and services will always come back. They will become regular customers, therefore it is important that an employee can satisfy the customer for the first time they visit their offices. These customers will gladly refer other customers to your company if they have gained such satisfaction. On the other hand customers who are disappointed with the service of such employees can affect the organization as a whole for they will be the one to destroy your reputation to their friends and relative who would want to get the service of such company. So it is important that the first customers should be handled carefully by the employees.
Critically speaking upon hiring of employees with this kind of business, company should focus on their moral characters since the financial and monetary risk of fraud coming from dishonest employees are high, employees can be tempted to take advantage on their position to commit unnecessary and unhealthy transaction that can question the integrity that the company has established to their customers.
For a company like Banks, Credit Unions, and Stock brokerages etc. should definitely develop a Sales Training Quality Assurance (STQA) program to their front end employees and personally give them all the necessary tools to uplift their personality, educate them to all the paces of business before allowing them to serve. In other highly customer oriented banks like HSBC, Premiere Bank and others; continuous training is a must. Employees should also be highly trained to acquire and update the current trends in business issues affecting the financial situation of the country that they need to serve. Therefore an employee to be able to contribute to the growth and profitability of the company; they themselves should be the first one to grow.
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