Customer Service and the Banking Industry
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Customer Service and the Banking Industry. Presented by: Adam Herrera, Thomas Grady and Irma Garcia. Background. AILT Bank in business since 1991 Strictly supports local economy Growth has been substantial since beginning of economic crisis began. S.W.O.T. Analysis. Strengths Weaknesses

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Customer Service and the Banking Industry

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Customer Service and the Banking Industry

Presented by: Adam Herrera, Thomas Grady and Irma Garcia


Background

  • AILT Bank in business since 1991

  • Strictly supports local economy

  • Growth has been substantial since beginning of economic crisis began.


S.W.O.T. Analysis

  • Strengths

  • Weaknesses

  • Opportunities

  • Threats


Purpose

  • To Provide excellent customer service

  • Internally and Externally

  • Quality and Efficiency


Who is considered a customer?

  • Internal Customers

  • External Customers


Analysis of Current Position

  • Communication problems

    Internal

    External

    Critical Issues


Issues and Concerns That Need Identifying

  • Marketing

  • Inadequate Training

  • Customer Complaints

  • Customer Trust


Look At The Positive Too!

  • Corrective Actions

  • Follow up procedures

  • Listening to the Customer

  • Always willing to conform


How To Help The Situation

  • Communication Strategies

  • Key Elements:

ReliabilityAssurance

TangiblesEmpathy

Responsiveness


Customer Service is #1 Priority

  • Loss of Customers = Bad News for the Bank

  • Banking is VERY competitive

  • The Golden Rule: The Customer is Always Right!


Challenge

  • AILT must remain focused on growing and improving overall operating efficiency and work closely with clients, vendors, and employees.


Recommendations


Conclusion

AILT bank is posed to recapture past customers, retain present customers, and attract new customers.


We should have Best of The Best Customer Service

(Commercial)

http://www.youtube.com/watch?v=yoiJo5wKNpE


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