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….