Now, if there was ever an
establishment that demanded exceptional customer service it was banks. At first
the connotations that derive from the phrase ‘customer service’ all surround a
similar image – a company and their employees doing all they can to ensure a
customer’s satisfaction with their visit to the business. This is taken one
step further when transferred into the realms of banks.
Much like parents with their
children, people with their money are unique and particular. Everyone has a
slightly different opinion on the best way to keep their money or invest it and
so on but basically everyone has a bank and everyone wants their money
guaranteed to be there when they wish to withdraw it. This is incorporated into
the umbrella of customer service – anything that includes dealing with a
customer and/or their possessions is integral to customer service and certain
standards of this service must be adhered to.
Banks are more than banks as
well, you put your trust in them to undertake any dealings with your money –
whether it is to send, receive or retain it – but you also trust them to advise
you with things such as credit cards, mortgages, personal loans, home, car and
contents insurance therefore they need to prove themselves to be trustworthy.
Since the invention of the cash
machine – yet another example of a modern invention that has removed the need
for a human to communicate with another human – it is rare in this day and age
that people spend much time in banks speaking with the employees, but when they
do it is vital that they receive high customer service. The way the high street
has gone is that most of the shops all offer very similar products and services
but with a slightly different, unique edge that tries to out-do the other
shops; this is exactly the same for banks. As was previously stated, the vast
majority of people have a bank and with there being a certain number of banks
on the high street, the level of customer service has to be exceptionally high
to beat the other competition.
The implications of poor customer
service in the banking world are much greater than just losing customers. Not
only does a loss of customers mean a dent in the bank’s reputation which will
lead to more customers leaving or not choosing to join, it can also result in
legal implications. If a bank makes a fatal mistake with customers’ money they
are within their rights to take legal proceedings in order to relinquish these
funds.
For more information on the
customer service offered by banks, contact Lloyds TSB.
