s the business environment becomes even more competitive and customers demand greater value, we are challenged to develop innovative and effective ways of enhancing our customers’ service experience. Therefore, while we will continue to offer our customers a wide range of products, designed to meet their financial needs, we will also aim to provide them with the highest quality of service at all points of contact.
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To this end, we are pleased to share with you a copy of the Bank’s Customer Service Manual. This document provides you with an appreciation of how we define our customers, the Bank’s customer service values and the standards by which we assess the quality of service provided to all our customers, both internal and external. The journey to “Service Excellence” is a long and challenging one, but we are committed to achieving our objective. However, we recognize that without you, our people, we cannot achieve the levels of success that we truly desire. Therefore, we invite you to accept this challenge with us and help us in championing the pursuit for “Excellence”.
Patrick Hylton
VISION To make NCB, financially and operationally, the strongest and most dominant financial institution in the Caribbean and one that follows international best in class governance practices.
CORE VALUES hold a deep and abiding respect for • We each customer, every colleague in our companies, and all our shareholders. commit to find new, practical, and • We innovative ways to make the term "excellent service" more relevant to each customer - every day. We commit to the relentless renewal of our • enterprise through the constant training of our people at all levels. our merit-based culture, individual • Inreward and recognition will be a result of measured performance. treat all competitors as noble, but we • We will compete fairly and vigorously to win.
CUSTOMER SERVICE
Contents NCB Service Motto……………………………............1
NCB Credos……………………………………………1
NCB Six Steps of Service……………………………...1
NCB Service Basics………………………………........2
NCB Customer Service Standards……………….......3
NCB Service Request………………….....………........3
• Telephone………………………………....4&5
• Customer - Facing……………………….....6
• Voice-Mail…………………………………...6
• Correspondence………………………....7&8
• Complaints Written………………………..9
Tips for Effective Communication with Customer….10
Phrases That Build Customer Satisfaction………......11
NCB SERVICE MOTTO
We are quality people providing quality service. NCB CREDOS
At NCB We Believe Service Quality: understanding the individual needs of our customers and doing everything possible to delight them with friendly, efficient, accurate and reliable service is our highest mission. Teamwork: working together, getting involved, sharing ideas, continuous improvement, and being committed to serving our customers are keys to team and individual success.
Integrity: conducting all our business interactions with utmost fairness and transparency
Respect: encouraging and acknowledging feedback from our customers in our pursuit of sales and service excellence.
NCB SERVICE BASICS 1. Know and own our Service Motto 2. Practice consistently the NCB Credos (STIR) and Six Steps of Service (Be Gentle). 3. Use proper etiquette and demonstrate professionalism at all times when dealing with customers. 4. Be knowledgeable about the Bank’s products, services, policies, and procedures. 5. Identify sales opportunities when interacting with customers and offer or refer appropriate NCB product solutions. 6. Own the customer’s complaint. 7. Be an ambassador for NCB. Always talk positively about NCB and avoid negative comments. 8. Be well-groomed and take pride in appearance at all times. 9. Keep work areas clean at all times and have necessary Working tools on hand. 10. Continuously identify areas for improvement and make suggestions.
I think this gentleman may need a helping hand
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NCB CUSTOMER SERVICE STANDARDS
At NCB our Customers are all employees working within our branches, divisions and subsidiaries and all individuals or institutions external to the organization, having accounts with us and on whose behalf we conduct transactions. They are our source of life and therefore possess the right to expect and receive the highest quality service at all times, from all employees. SERVICE REQUESTS a). All service requests received via telephone, face-toface and correspondence will be responded to within three (3) business days. b). All service requests received via correspondence will be acknowledged within twenty-four (24) hours. c). Where service requests cannot be responded to within three (3) business days, the customer will be advised by telephone or mail, of the time frame within which the query or request requiring further research will be addressed – this time frame being no more than ten (10) business days. d). The use of banking/financial jargons will be avoided when communicating with external customers. e). Customers will not be referred to more than two (2) individuals to carry out a service request. f). Customers will be comfortable dealing with any of several employees to handle service requests. g). Customers will expect friendliness and efficiency no matter how busy it is.
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TELEPHONE
I. Land Line a). All calls will be answered within two (2) rings observing the following standards: • Thanking caller • Identifying Branch/Unit • Stating name • Offering assistance b). Outside of a central telephone operator system, transfer of calls will be kept at a minimum. Where a call transfer is absolutely necessary, the caller’s request will be advised to the employee to whom the call is being routed. c). The employee receiving the call will take responsibility for satisfying the caller’s request. d). Calls will not be transferred unless the employee or unit to whom the call is being routed has answered. e). Calls will not be transferred to an employee who is interacting with a customer face-to-face. f). If the employee who the caller has requested is unavailable or absent, the caller should be advised and asked if someone else may assist or if he/she would like to leave a voicemail or a message. g). All telephone conversations should be appropriately ended by: • Thanking the customer for calling using his/her name • Wishing the customer a good/pleasant day
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CUSTOMER-FACING a). All customers will be greeted with a warm smile and offered prompt assistance within five (5) minutes of entering an NCB unit. b). Eye contact and positive body language will be maintained while attending to customers. c). Customers will be addressed by name at least once during the interaction. d). Where possible, each customer will receive full, undivided attention and their service request completed within 30 minutes. e). Employees will listen for sales opportunities when interacting with a customer and always offer or refer an appropriate product solution. f). All face to face conversations with customers will be ended by thanking the customer for coming and inviting them back.
VOICE-MAIL a). The standard greeting will be recorded on all voice-mail boxes as follows: “Thank you for calling NCB (Branch/Division). You have reached the personal voice mail box of (Employee Full Name). I am not available to take your call, so please leave your name and message and I will return your call. If you require urgent assistance, please call (name) at (number)”. b). The standard greeting will be recorded on all voice-mail boxes when the employee has a scheduled absence of two (2) or more business days: “Thank you for calling NCB (Branch/Division). You hav reached the personal voice mail box of (Employee Full Name). I will be out of office until [day] [month] [date]. Please direct queries to [name] at [number] or leave your name and message and I will return your call”. c). All voice-mail boxes will be cleared before the employee leaves work - each day. d). All messages requiring a return call by the owner of the voice-mail box will be acknowledged within one (1) business day.
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CORRESPONDENCE
E-MAIL MESSAGES a). An “Out of Office Reply” email notification will be activated where the employee has a scheduled absence of more than one (1) business day and promptly removed upon return to work.
b). All external email messages being dispatched will have a standard signature including Full Name, Division/Branch and telephone contact details.
c). Where required by established operating procedure, customers will be informed that a signed letter is required to authenticate email requests to process transactions.
d). All new email messages received daily are to be reviewed by the end of each working day.
e). Where e-mail queries cannot be responded to within three (3) business days, the customer will be advised by telephone or mail, of the time frame within which the query or request requiring further research will be addressed – this time frame being no more than seven (7) business days.
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COMPLAINTS – WRITTEN a). All complaints will be acknowledged within twenty-four (24) hours either in writing or by calling the customer. b). All complaints will be resolved within five (5) business days and the customer advised of the outcome. c). Where a complaint cannot be resolved within five (5) business days, the customer is to be contacted either in writing or by calling after the second (2nd) day. d). An employee receiving a complaint will follow up until there is a resolution, even if the complaint is not directly related to his/her job function. e). Each employee will L.E.A.R.N. – Listen, Empathize, Apologize, Resolve and Notify when he/she receives a verbal complaint. f). It will be the responsibility of the employee who receives the complaint to ensure, where possible, that this can be avoided in future for other customers.
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PHRASES THAT BUILD CUSTOMER SATISFACTION “How Can I help?” – When you ask how you can help, you begin the interaction on a positive note. Give customers a chance to tell you what they want and need, and let them know that you’re eager to learn what you can do for them. “I can take care of that for you” – Many customers expect a runaround – especially if they’re calling about a problem. Instead of passing customers and problems along to someone else, take responsibility yourself for guiding customers toward a solution. “I don’t know, but I’ll find out” – If customers ask you for something that you can’t provide, admit that you don’t know the answer. Don’t worry about damaging the relationship by showing your lack of knowledge or expertise. An honest answer always enhances your integrity. And trust is a crucial part of all successful, long-term customer relationships. “Here’s what I’ve done for you” – Don’t leave customers in the dark. Eliminate all their doubts and fears by spelling out exactly how you helped them. Say “I updated your address in the system.” Then ask, “Did I overlook anything?” That gives customers a chance to point out anything else that might stand in the way of their complete satisfaction. And it gives you one more chance to meet their needs. “I appreciate your business” – You make a more lasting impression when you offer a more personal expression of gratitude. When you say “I,” you let customers know that you personally value the relationship you’re forming.
(First-Rate Customer Service – Briefings Publishing Group – Vol. No. 479)