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Banking in Jordan - A Customer Service Perspective
Banking in Jordan - A Customer Service Perspective
Banking in Jordan - A Customer Service Perspective
Banking in Jordan - A Customer Service Perspective
Banking in Jordan - A Customer Service Perspective
Banking in Jordan - A Customer Service Perspective
Banking in Jordan - A Customer Service Perspective
Banking in Jordan - A Customer Service Perspective
Banking in Jordan - A Customer Service Perspective
Banking in Jordan - A Customer Service Perspective
Banking in Jordan - A Customer Service Perspective
Banking in Jordan - A Customer Service Perspective
Banking in Jordan - A Customer Service Perspective
Banking in Jordan - A Customer Service Perspective
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Banking in Jordan - A Customer Service Perspective

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While the Jordanian banking sector is one of the local economy's main players, "quality customer service" is still a no man's land. …

While the Jordanian banking sector is one of the local economy's main players, "quality customer service" is still a no man's land.

Maybe the strategic solution that you've been looking for to satisfy you customers and grow your business is just in this presentation.

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  • 1. Banking In Jordan<br />A Customer Service Perspective<br />By: AymanBasheer<br />
  • 2. While The Jordanian banking sector plays a big role in the local economy. <br />excellent customer service is still a motto to be repeated through advertisements<br />but nothing much more is happening on the ground.<br />The Problem<br />
  • 3. 1. Retain our customers and achieve their satisfaction.<br />2. Fortify our competitive advantage. <br />3. Accelerate our business growth.<br />So, Why do we need excellent customer service?<br />
  • 4. How to offer our services?<br />
  • 5. The service Bullet = core service + Value-Added <br />Core Service: The service itself before being communicated to the Customer<br />Value-Added: The contact between the customer & the organization that creates an emotional bond <br />Value-Added<br />Core Service<br />By offering the “Service Bullet”!<br />
  • 6. We’re trying hard, but don’t really know what we’re doing<br />We care and we deliver<br />High<br />We don’t care<br />You are a number and<br />we’re here to process you<br />Low<br />Value Added<br />Low<br />High<br />Core Service Quality<br />The Service Matrix<br />
  • 7. service is more, service means to treat your customers well.<br />Service in other words<br />
  • 8. 1. Reliable (I’m delivering you what I promised)<br />2. Tangible (You can feel that that everything around you is looking neat & professional)<br />3. Empathy (I listen & care about you)<br />4. Responsiveness (I’m positive to you and can immediately take steps to satisfy you)<br />5. Assurance (After all you can TRUST ME)<br />The fiveelements of quality service:<br />
  • 9. Be<br />Reliable<br />Show<br />Responsiveness<br />Be<br />Tangible<br />Show<br />Sympathy<br />How do we achieve the trust?<br />
  • 10. A supporting customer service corporate culture is crucial for the corporate excellence in the high competitive market.<br />Customer Service<br />Values, Assumptions,<br />Desires,<br />Behaviors<br />All Levels Corporate Representatives<br />Corporate Culture<br />Mission, Vision, and Strategies<br />Corporate Culture and Customer Service?<br />
  • 11. 1. Know your organization<br />2. Knowyour product / service<br />3. Knowyour customers<br />What our employees shouldknow?<br />
  • 12. The service should be offered in a branded package<br />This involves the service it self and the medium channel<br />Channel<br />Service<br />Customer<br />Packaged<br />The “Service Package” Concept<br />
  • 13. The service should be packaged with the following attributes:<br />1. Time packaged: immediate/within 24h …<br />2. Benefit packaged: known benefits<br />3. Price packaged: known price <br />All of them = value packaged service. <br />The “Service Package” Concept<br />
  • 14. Thanks!<br />Ayman S. Basheer<br />aymanbasheerfx@gmail.com<br />+962-78-5839887<br />

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