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The Role of Customer Service In Retail Banking

Fresh graduates beginning a career in retail banking often believe offering customer service is just about having a big smile on the face and acceding to the demands of the customer. This is just a mistake and recruiters of major banks have provided information about what customer service really is and the way graduates can display they have the skills needed to manage jobs like these. Most importantly it also involves understanding the customer along with his or her limitations. Let us consider how graduates working in customer service can be successful at their jobs.

[su_quote class=”cust-pagination”]Customer service is an opportunity to exceed your customer’s expectations. ~John Jantsch, President at Duct Tape Marketing[/su_quote]

Customer Service In Retail Banking Involves Dealing With Individual Customers

Retail banks are typically working with individual customers unlike other sectors of the financial industry. Their clients could range from a teenager opening their first account of a pensioner that wants an account offering the best interest rates. Retail banks are often located on high Street and have customers walking in and out throughout the day looking for products and services. The staff is expected to meet their needs even as they deliver excellent customer service.

Great Customer Service Explained By the Experts

Customer service in retail banks is not just about having a big smile on the face or offering the biggest mortgage. It involves other factors including:

  • Identifying the limitations of the customer.
  • Looking at things from a customer’s point of view.
  • Providing appropriate information to a customer.
  • Assisting customers to make an informed decision.
  • Displaying a genuine desire to help the customer in the appropriate fashion.
  • Customizing your approach to the individual needs and circumstances of the customer.
  • Liaising with the proper authorities within the business to ensure customers get accurate information.

Are Graduates The Best Candidates For Customer Service Jobs?

Retail banks are not particular about hiring graduates for customer service jobs. Some banking majors are happy to allow graduates with no customer service experience an opportunity to get hands-on experience. On the other hand, some emphasize on this requirement and only hire graduates who have some experience in customer service. However, recruitment agencies will be looking for customer service skills as a yardstick which is required to achieve customer satisfaction.

Examples of Customer Service Skills Which Are Essential

Graduates that have been hired to do deal with customers must possess certain skills and qualities to manage customers effectively. Compassion, kindness, empathy are critical components but they also need to have marketing intelligence, analytical skills and logic to offer top-quality services and good value to their customers. Being kind alone is not enough and the individual must add value during the long-term.

Examples Used During The Recruitment of Graduates

Graduates are not expected to have all the skills related to customer service. However, those who have been exposed to jobs like these can use them during the recruitment process. Fresh graduates can utilize any examples they have noticed which can help deliver excellent customer service. During the recruitment, the recruiter is looking for evidence to understand whether the graduate has the skills necessary to meet the requirements of a client.

Graduates are required to understand how they can do something extra within the queue of customers in a bank rather than give examples of what they did in the past. Some great examples which can impress the recruitment agency are the following:

  • Stepping in to assist a colleague to resolve a problem.
  • Making an attempt to find a different way to meet the needs of the customer.
  • Calming down a situation which has gotten out of control.

Graduates can expect their abilities to provide excellent customer service to be assessed by recruitment agencies. They will also be required to clear different stages of the test according to the recruitment process of the employer. Some banks will hold a telephone interview during which time various interviewers and assessors will gauge the ability of the individual to deliver great customer service by asking specific questions.

[su_quote class=”cust-pagination”]Customer service represents the heart of a brand in the hearts of its customers.

~Kate Nasser, The People-Skills Coach[/su_quote]

Recruiters have also introduced the factors of online testing, video interview and a number of other methods to assess whether graduates that are applying for a position are suitable candidates for the position. They are aware customer service in retail banking is constantly gaining in importance and do not want to be left behind in the race with their competitors.

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