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Banking customer service prez
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Banking customer service prez

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Published in: Business, Economy & Finance

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  • 1. Give them lollipops (and money) By Christine Halvorson {
  • 2. My credentials … { but…
  • 3. Practice “Beginner’s Mind” {
  • 4. • I need to be open to their needs and their level of understanding of the situation • I need to serve their needs eagerly, and • I need to assume nothing— no preconceived notions.
  • 5. Are you practicing What would you “Beginner’s do for Tyler? Mind”…or
  • 6. Are you listening?
  • 7. Are you really listening with genuine interest?
  • 8. Top 25 skills for good customer service
  • 9. Thanks to the Internet and instant gratification, customers have Heightened Expectations
  • 10. In a study of 14,000 bank customers, 55 percent of respondents indicated they would leave a particular bank if they experienced poor customer service. Source: http://www.conferoinc.com/blog/entry/june-2011-low-hanging-fruit-these-statsshow-opportunities-to-best-the/
  • 11. In other word banking customers wil drop you in a minute if they see something better elsewhere
  • 12. [financial services] need to be] keenly attuned to what their customers need and want, change their services accordingly, and then they need to provide excellent customer service along the way. Source: http://www.in.capgemini.com/insights_and_resources/news/while-majority-ofbanking-customers-satisfied/
  • 13. Surprise and delight: The Zappos Model
  • 14. ource ttp://consumerist.com/ 011/01/zapposustomer-service-repsndness-warms-our- sent flowers to a woman who ordered six different pairs of shoe because her feet were damaged b
  • 15. Surprise and delight: customer service rep physically went to a rival shoe store to get a specific pair of shoes for a woman when Zappos ran out of stock.
  • 16. Surprise and delight: overnighted a free --free! -- pair of shoes to a best man who had arrived a wedding shoeless.
  • 17. Surprise and delight: paid the tolls on the Massachusetts Turnpike one day
  • 18. Q: What keeps customers? A: Customers' perception that [the company] does what's best for them, not the company
  • 19. Rose
  • 20. What keeps customers? It is built interaction by interaction through exceptional customer service
  • 21. What will make your members write songs about you?

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