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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.

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

Hope it'll be helpful for you.

Banking in Jordan - A Customer Service Perspective

  1. 1. Banking In Jordan<br />A Customer Service Perspective<br />By: AymanBasheer<br />
  2. 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. 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. 4. How to offer our services?<br />
  5. 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. 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. 7. service is more, service means to treat your customers well.<br />Service in other words<br />
  8. 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. 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. 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. 11. 1. Know your organization<br />2. Knowyour product / service<br />3. Knowyour customers<br />What our employees shouldknow?<br />
  12. 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. 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. 14. Thanks!<br />Ayman S. Basheer<br /><br />+962-78-5839887<br />