Service Quality and

Branch/SMESC/Krishi Branch

What we discussed earlier ?

SQ Indicators

Method of
handling
complaints

Why this Refresher?

Service Quality at various touch-points needs rejuvenation

There are new joiners

We have been bogged down with operational challenges

Objectives
To revise what was learnt from previous SQ trainings
To provide participants with a snapshot of recurring incidents
being raised by our customers
To equip the participants with knowledge about ensuring no
repetition of incidents

What we should address?

Customer Feedback / Complaints

Sources
Enquiry Mail

Letter sent to
MANCOM

Bangladesh
Bank

Phone Call

Web-form

Facebook
Other Emails
5

Feedback/ Complaints at SQ end reduced

Branch SQ Position

June to December
2012 6 months, 74
issues

January to May 2013
5 months, 42 issues

But there are

improvements areas

Reduction in
SQ Issues

43%

Reported SQ Issues
Process Areas
Account Operations (Closing/
Statements/Information
change/Dormant/Inactive/Froze
n/charges/interest)
Credit Card Charges :USD
payment made in BDT portion
DPS installment not credited to
account on time
FDR Issuance problem

Service Areas

Debit card/PIN delivery issue

Deposit problem at Branch due to
Vault limit
Non-receipt of NOC and blank
cheques
Internet banking password reset
delay
Internet banking registration delay
Staff behavior
Applied for discontinuation of SMS
Banking Charge but request not
executed

What things are we failing to ensure?

Way Forward
We need to act on the pending issues
Inform/escalate to relevant teams

Retail Marketing

IDM

Ensure warm welcome and behavior to

your customer
Take the lead: Own your branch and
customer !

Lets join our hands

to become the leader
in Service Quality !!

It is you who
can make a
difference.

Thank you!

Feedback welcome