The Other Side of Banks

There is often more than one level of customer service offered by businesses, i.e. if you are a loyal or ‘regular’ customer. When it comes to banks this loyalty basically equates to how much money you keep with your bank and you will find that the more you put in, the better service you get.

Some banks for instance have a separate section within each of the branches for their more, loyal, customers. Often these customers have a premier account or equivalent and therefore the section is titled thus and customers are greeted by a receptionist and shown into a waiting room. This has sofas, tea and coffee, water, books, magazines, an internet connection and a television with the news or other nondescript programme running for background noise. The idea is for the customer to feel at home and relaxed, in theory because they are looked after so well their money is also – one reflects the other.

Also in the room are customer service assistants, often very well presented and there to assist you with your every need. They will ensure that you have whatever drink you desire, that you’re comfortable and then will ask what your business is today. This allows them to make sure you speak with the right advisor – situated in offices just off this room, they wouldn’t want you to have to go back out of this area and mingle with the regular customers. They are also present to time manage for the advisors in meetings. It is a walk-in service and therefore there can be busier and quieter days, on those busier days it is the assistants’ job to manage the customers and keep them updated with how long they will wait. Knowing that you have a 30 minute wait makes it much easier to sit through. These advisors are there to help with literally anything, they strive to make your life as comfortable as possible and often go so far that they can begin to make you feel quite the opposite of welcome and comfortable!

The idea of their attention is firstly to make sure you are aware of their gratitude that you have chosen to bank with them but it also allows the advisors in meetings to provide exceptional service to whoever they’re with, without jeopardising the next customer’s service. Distractions like drinks and speaking with a customer service assistant who will keep you updated will keep their tolerance levels high. Happy customers are customers that remain with the bank for a long time.

To read more about customer services, read our articles on Ezine by following this link http://ezinearticles.com/?Customer-Relationship-Management-Software-Comparison&id=7680692