You are to assume the role of district manager for Jefferson Bank, with ten branch locations in your district. Jefferson Bank is known for “valuing the customer before the coin.”
The president of the bank has asked you to create a presentation for bank employees on the importance of customer relations in response to customer complaints.
Over the past year, you have received various complaints from customers of different branches within your district regarding customer service. The complaints prompted that a customer service survey be mailed and/or emailed to all Jefferson Bank customers. Looking at the results, the surveys revealed many trouble areas with bank tellers, loan officers and general staff. The bank president has asked you to create a presentation focusing on customer relations that will be given to all Jefferson Bank employees. Based on customer survey feedback, the following areas have been identified as needing attention:
- Importance of meeting and exceeding client expectations
- Importance of customers’ understanding of the information employees communicate
- Employee knowledge of the bank’s brand promise
- Institution relationships with the community
- Importance of confidentiality
- Connection between employee personality and positive customer relations
