By Abreham Ketema
The banking sector has widely adopted both incentive-based rewards and non-incentive methodologies to draw in new clients. Despite using diverse methodologies, one crucial talent is still highly perceptive and would instill a core value in the thoughts of our clients. Excellent customer service depends on the ability to communicate clearly and effectively. We need to have empathetic listening skills when we are interacting with customers. Remember, communication is a two-sided coin.
Therefore, the strategic framework of banking industry should be organized around these concepts: collaboration and marketing, which are based on the customer’s interests.
The success of the banking industry comes from listening to a variety of educational voices and input. This reveals a depth and richness that accept the simplistic idea that communication has always been required to function in order to survive. Therefore, customers’ demands are valid aspirations.
Primarily, the ability to communicate effectively is a skill that must be mastered in any industry. The idea behind communication and interaction is to draw a line that will allow you to receive consumer messages accurately and reply to them appropriately. The impression formed during the interaction serves as an appropriate notice of the customer’s preference for routine business.
Excellent customer service is one of the key factors boosting our bank’s market value. The success of the banking sector is based on interactions between customers and bank employees. Many recent studies that were published in an international magazine claimed that the way bankers interacted with their clients directly correlated with the clients’ “increased value.” Therefore, it is crucial to talk about how important it is in the banking industry to create positive client interactions.
By minimizing misunderstandings, we can cultivate healthy customer relationships in a number of ways. Here are the typical actions to take in order to build a strong relationship with clients and provide excellent customer service.
Adhering to the Core Values and Principles The banker must comprehend the obligation that has been placed on them. It is a focus point that might be comprehended by starting with the community’s and cultural perspectives’ understanding of professionalism. However, developing a company’s brand in the commercial banking sector around the world starts with the dress code and particular uniform themes. The bankers must always exhibit a consistent moral character. It means having a set of strong core values and principles, such as integrity, reliability, respect, honesty, loyalty, and trustworthiness, as well as teamwork.
Know Your Customer/Background Data: The foundation of effective communication is knowing your customer. That needs to be the foundation of your communication strategy. By being aware of that, one would have more information about the guy and be better prepared to meet him. The customers occasionally don’t grasp what you’re saying. It should be emphasized that In order to effectively convey your message without undermining its professional worth, tonality, timing, facial expression, and body language must all be in perfect harmony. A successful banker must strike a balance between rational discourse and emotional expression. It is very likely that the customer would respond appropriately in this situation. The principle stressed is that while the banker describes the goods and services, the clients should adhere to the offered instructions.
Delivering a constant message while remaining flexible: Being adaptable indicates that you are moving toward establishing a common ground with the client, a place where you create layers to identify the client’s interests. A variety of information can be exchanged through negotiation. Being eager to sell the bank’s goods and services and being aware of them for a change. As a banker, you are aware of what your clients want because you are providing them with a valuable service. But being adaptable does not mean being inconsistent and perplexing. Instead, it is necessary to exhibit clear, repeatable, and understood basic principles with a consistent message.
Motivation Motivating the customer to act in a self-centered manner in order to use the bank’s services and products in accordance with his or her interests is the purpose of communication. Maintaining our communication’s end goal requires adding motivation.
Accuracy: You must always provide customers with the correct financial information. Bankers must be equipped to fulfill their commitments with the required notifications. Each meeting should be conducted according to schedule, with appropriate preparation, oversight, and delivery.
Preference: It should be remembered that every required notification and every important piece of information must be put together and sent to the client via their preferred method of contact. It is anticipated that honoring his preference will improve how customers view the bank and increase its worth. Use should be made of all available communication channels, including SMS, phone calls, in-person meetings and monitoring, and mail notifications.
Storing Data: Every significant piece of information needs to be kept in the banking storage system. This guarantees the path to establishing confidence and enabling the ability to focus on the real information whenever the issue is highlighted.
Generally, it is important to apply the above basic concept to increase the productivity of customer service at the bank.
Abreham Ketema is interested in economics, Culture and his article has been published on Capital Newspaper, African Report, Awash Post, and other outlets