Service and quality
Quote of the month
“Be ready to devote good money in trips and other general expenses: after all, having consumer associations of your country ready to build up something with your bank - instead of relentlessly picking up your mistakes – cannot be a free lunch!”
Gianluca Benatti, Responsabile Servizio CRM e Customer Experience at Monte dei Paschi di Siena, Italy
Overall issues
- Boosting customer service levels
Banks need to develop a more powerful, more emotional and more integrated customer experience. They can do this by learning from retailers who have had a lot of experience in this area; by adopting the latest methods of measuring and monitoring service levels; and by using employee reward and motivation schemes. - Delivering an integrated service across all channels
An effective integrated service will include elements such as the efficient management of non-branch service delivery and the development of a high quality online customer experience. - Using service to boost customer retention and share of wallet
Banks must make the most of customer interactions. They also need to explore the best methods of linking customer service to sales
Upcoming Efma study
"Customer service in Europe" by Finalta, Mars 2009
Lessons from the most recent conference
"Customer service – Rebuilding customer trust and confidence", Barcelona on 26-27 February 2009 (www.efma.com/service2009)
Best speaker:
Anubrata Biswas, Head of Direct and Branch Banking at ICICI Bank, United Kingdom
Best presentations
- "Managing the overall customer service – Keys to success"
Paulo Jesus, Head of Service Quality Department at Banco Espírito Santo, Portugal
- "Customer service in Europe study 2009"
Remus Brett, Director of Finalta, United Kingdom
- "Measuring and monitoring customer service – Latest techniques and approaches"
Sören Lundgren, Head of Customer Experience at SEB, Sweden
