This document discusses how to create a superior customer service culture and customer experience. It emphasizes that the customer is the most important part of the business and outlines key aspects of customer service versus customer experience. Customer service focuses on direct interactions to address issues reactively, while customer experience considers the entire customer journey and building relationships proactively. Creating a great company culture with transparency, celebration of achievements, and ongoing learning is identified as important for turning satisfied customers into loyal enthusiasts. Common mistakes like selling instead of helping and not identifying customer needs are also outlined.

1. Creating a Superior
Customer Service Culture

2. Remember the Customer Is
• The most Important Person in our Business
• Not Dependent on us. We are dependent on him or her
• Not Someone to Argue with
• They are the Life blood in our Bank

3. Customer Service and Customer Experience

4. Customer Service
• Human Interaction And Directly Support to Customer
• CS is Isolated
• Respond to an Event
• Reactive (CS React to Customer Needs )
Thank you for calling , How may I help you , If you Have more clarifications call me again
Please , Thank you for listening , thank you for understanding
Sorry for the delay , I m sorry
Client is Upset – you Handle it – React – Solve
Customer service Is very Important

5. Customer Experience
• Entire Customer Journey With the Bank
• Creating an emotional connection between the customer and the bank
• This is about the relationship between the brand and the customer
• About the continual Relationships
• Proactive ( The way you treat them )
( Customer Experience Anticipate Customer’s Future Needs )
( Anniversary / Birth days Of loved ones / Special Events )
“ Customer Service is a part of Customer Experience”

8. Howard Schultz ( CEO Of Starbucks )
Third Home Concept

9. • More than 32,000 stores in 80 countries
• Starbucks net worth as of May 15, 2023 is $121.66B.
• You Feel Combatable , Listen to customers , Starbucks Offers
Incentives , Gives Back to the Community
• Name on the Cup
• Starbucks bank and real-estate

11. Our Goal
• Turn Satisfied Members to Loyal Enthusiastic Members .

13. How We can do this ?
Great Culture

14. Great Company Culture
• Not just colleagues, but friends
( Genuine friendships , Helping Each Other , Empathy, Respect )
• Transparency
( Every team member feels they know where they stand and where
the Bank is headed )
• Wins are celebrated
( Recognizing the achievements of Our employees )
• Ongoing professional development opportunities
( Guidance , Trainings )

15. • Reliability
(they prove that they can finish their tasks without much supervision)
 Coming to work on time
 Consistently meeting deadlines
 Producing high-quality work
 Taking initiative when needed
• Interpersonal/communication skills
 A high level of professionalism
 An open-minded approach to new ideas
 nonverbal communication patterns
• Absence of office politics
( Healthy work environments never include gossip or office politics )

16. Mistakes we Do..
• People don’t like to be sold
( People like to be Helped , Don’t Sell but help )
Two Ways to help – Identify one problem and Solve
Help to achieve his or her Goal
• Not Identify the real Need, Goal or problem
• Not Identify The KDM ( Key Decision Maker )
( Initiator – Who Given the Idea , Influencer – Who Influence ,
Buyer – Who Purchase , Consumer – Who Consume

17. Thank you….