News: Customer Service/Care
US banks stressing customer service training
17 December 2007
Banks in the US are fiercely competitive and need to do what they can to stand out from the crowd.
Iowa State Bank & Trust has started a customer service training program that requires employees to go through a 12-hour class that looks at communication skills and overall service improvement, Gazette Online reports.
The bank's development officer, Susan Weinschenk, said: "We talk a lot about how to greet someone and what the standards are for good customer service."
She noted that in today's hectic world, the natural tendency is to think that customers are inevitably in a hurry and should be helped as promptly as possible.
However, it's also important for the employee to take the time to say, 'Hi, what can I do for you today and I'd be happy to do that', she said.
Other important areas that the bank concentrates on include clarifying a customer's needs, explaining information and resolving complaints.
