Communication plan

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Communication plan

  1. 1. By Candice L. Higgins COMM 4011
  2. 2. To increase and improve communication between employees and customers and to improve service levels and satisfaction ratings of the banking industry. This is in an attempt to not only retain current customers but to also attract new customers. Objective
  3. 3. Target Audience <ul><li>The target audience of this communication plan is bank employees and customers. This includes employees ranking from highest level of management down to the low ranked employees These “low ranked” employees are very important because they are often the first contact that customers have with the bank. </li></ul>
  4. 4. Tactics <ul><li>Geared toward Employees </li></ul><ul><li>Conduct a research-communication audit. Evaluate current communications. </li></ul><ul><li>Find out what every staff person is doing in the way of communication, what each communication activity is designed to achieve, and </li></ul><ul><li>Analyze what is currently working and what is not working </li></ul><ul><li>Employee/management brainstorm sessions </li></ul><ul><li>Train employees on how to provide excellent customer service to the customer. </li></ul><ul><li>Reward employees for providing excellent service as an incentive. </li></ul>
  5. 5. Tactics <ul><li>Geared toward Customers </li></ul><ul><li>Encourage Customers to communicate what they like and dislike about their banking experiences. </li></ul><ul><li>Host focus groups and inquire with non-members as we would like to see what those who are not customers are seeking so that we may eventually gain their business as well </li></ul><ul><li>Survey customer to get feedback on service levels. </li></ul>
  6. 6. A Bank’s Purpose <ul><li>A bank’s general goal and purpose is to provide a safe place to store their money. They also offer other financial services to customers ranging from checking, saving, mortgages, loans, and insurance. The banks make money through fees and interest paid by customers who have loan and mortgages with them. </li></ul>
  7. 7. Timeline <ul><li>1 st Quarter: Start at the beginning of the fiscal year and begin conducting surveys to assess current conditions and opinions of the customers. Begin training employees on communication plan. </li></ul><ul><li>2 nd Quarter: Continued training and begin monitoring and evaluating employees for effectiveness of changes and new procedures. </li></ul><ul><li>3 rd Quarter: Reassess </li></ul><ul><li>4 th Quarter through beginning of new fiscal year: Re-interview customers and compare findings from previous year. Provide a formal report to employees for them to review growth. </li></ul>
  8. 8. Timeline Continued
  9. 9. Evaluation of Goals <ul><li>Observe , Evaluate, Monitor employees to track the progress, success, failures. </li></ul><ul><li>Re-survey customers to measure improvement and satisfaction levels. </li></ul>

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