Virtually all of us have carried out procedures in a branch of a bank, and they will not let me like that on several occasions. It becomes a situation that causes us discomfort, irritation, and impotence. It seems essential to us that the banks take into account the opinions of the users. Since every branch is a point of sale for the financial institution. Through which they serve account holders as well as people who necessarily have to carry out a procedure even if they do not have an account in that bank.
The severe thing that banks in the USA still do not understand that customer service in the branch is an obligation will result in entirely dissatisfied users. Customers will be changing from bank to bank until they find the right one to their needs. Moreover, most of the time it all begins in the branch for not attending essential service points. The situation should become an even legal issue with instances through which the account holders could complain in an orderly and fast way since the money that the banking institutions have does not belong to them, but to the users who have the confidence to deposit it in The bank they use.
As a result of the above, we decided to provide 4 basic recommendations to improve customer service in the USA at bank branches. Whether physically or telephonically. Surely some will think the same and might sound repetitive and redundant. But, the only ones outside these points are precisely the directors of financial institutions.
Efficiency and Effectiveness
There are several processes to follow to serve the people who arrive at a branch. Once at the university, I participated in a project to improve the speed at which people were served in an office. With a simple study of times and movements. The efficiency with which people can be served at these points of sale. It not only results in satisfaction but in increasing the installed capacity to help more people. Thus have advantages over other branches of the same bank or other. It seems incredible to me to arrive at offices where the electronic shift system is supposed to be. Moreover, to see an employee of the banking institution try to direct the traffic of people through different windows.
Communication Between Branches and Corporate
How many times have we witnessed the following phrase in the branch: “We have already done our part, but the area in charge of corporate has not answered”? The customer service depends on several processes in a bank. It is carried out both in the branch and in the corporate. However, the communication between the different areas to meet a client’s request or problem seems not to exist. Thus, it results in the process making eternal and most of the time without a solution for the user. I am sure that from effective communication between branches and corporate. There would be less frustration among customers when having to carry out a procedure in the department.
It is unbelievable that there are cases in which the people behind the desks do not have the necessary knowledge. So, to attend a process for which they are responsible. There is still a lack of training in personnel working in bank branches. Customer service will always depend on the knowledge of the people behind a brand. To meet any request by the consumer or customer. I think it is essential that banks take note of allocating a higher percentage to the “expense” (because they see it and not as an investment) of training, both at corporate and branch levels.
Telephone attention would be an excellent option for those who do not have time to go to a branch. Any brand knows that it is essential to have a telephone process and procedural manuals. For those who are behind the headset solving some situation, but the reality is that it rarely runs flawlessly. In my experience, I have only had to be well served by telephone with a single financial institution. And I am sure that being global it has higher quality standards than those of local or regional banks. The critical issue is that if you are going to have this option, it brings value to the customer. Otherwise, it is better to eliminate it because dissatisfaction is sometimes worse than being physically in a branch.
What should banks do to meet the expectations of their customers?
Offer a tailored experience
While some users seek automated services, others prefer to approach physical branches or call the telephone line.
Provide added value through bank branches
Offices are still an essential part of the banking experience. It is essential that banks redesign and rethink the functions of departments to offer valuable services to customers of all ages.
Use Big Data to make decisions.
If banks want to provide more agile services, more competitive prices, and relevant products. They must use the data in their favor. The better the banks know their customers. The higher will be the chances of anticipating the products and services that their users will need in the future.
Improve the management of higher value customers
Personalized management of the most valuable clients, both natural and legal, helps increase their loyalty levels. Additionally, it increases the opportunities for selling new products.
Use digital channels for Cross-Selling
Through means such as email and text messages. Banks can make better use of its current customer base to boost the acquisition of other financial products.
It is essential to provide customer service in the USA in the banking industry. However, customer service is the vital part of any business nowadays. Without it, a business cannot be successful or cannot increase productivity. Thus, for increasing your banking business value and acquisition increase the level of your BPO services. Additionally, you can hire a BPO service provider company. The ideal BPO services provider company is CORACC Technologies which has trained and qualified professionals.