The Key to Success in a Digital Transformation-Led Environment
In my world, I love selling electronic banking products. It is a great opportunity to be part of the evolution of banking in a fast-changing world. Electronic banking is the new normal, and I am proud to be a part of this revolution. However, I have learned that customer service is not just a cliché; it is a way of life that can shape the world of banking and electronic banking sales. I often hear people pay lip service to customer service, considering it a buzzword that needs to be repeated in sales meetings and customer service workshops. However, I want to share my thoughts on why customer service is essential in banking and how it can empower our sales efforts in a digital transformation-led environment.
Why Customer Service Matters
A study by Harvard Business Review (2011) found that 57 per cent of customers base their loyalty on their first interaction with a business. This is a staggering figure that highlights the importance of customer service in banking. How many of us return to a store, salon, or shop where we were not treated well on our first visit? I bet a majority of us never do. Customers are obsessed with first impressions, especially now that there are numerous alternatives available. Getting the first encounter right is crucial in building trust and loyalty. Beyond the first interaction are other reasons that make customer service a big deal. Leading by excellent customer service keeps customers coming back for more.
Trust and Retention
Trust is a vital component of customer service. When we provide excellent customer service, customers are more likely to trust us. This trust breeds retention, and it is essential in building a loyal customer base. When customers trust us, they are more likely to become our ambassadors, recommending our services to others.
My Key Pillars of Excellent Customer Service
As a saleswoman, I have learned that excellent customer service is achieved by following a few key principles. These principles are essential in winning customers over and building a loyal customer base.
- Professionalism
- Responsiveness
- Empathy
- Consistency
- Going the Extra Mile
Professionalism: The Foundation of Excellent Customer Service
Professionalism is the foundation of excellent customer service. It begins with knowing your products and services inside out. Customers engage better when they feel that you know what you are talking about. Being professional also means being courteous and efficient. Real professionals win customers over with their excellent service.
Responsiveness is critical in customer service. When customers need something, they need responses immediately. Customers come to us for real-time solutions, and we must be quick to respond. Being responsive shows that we care about our customers’ needs and are committed to helping them.
Empathy is closely linked to being responsive. When we put ourselves in the customer’s shoes, we can understand their pain points better. Empathy is essential in serving customers better. When a customer is in a queue at a busy grocery store and their card fails, we can imagine the embarrassment or pain they go through.
Consistency is crucial in customer service. We must deliver excellent service consistently, without any exceptions. Consistency is not something that happens overnight; it requires effort and dedication. When we are consistent in our delivery, customers trust us and come back for more.
| Benefits of Excellent Customer Service |
|---|
| Increased customer loyalty |
| Improved customer retention |
| Enhanced customer satisfaction |
| Positive word-of-mouth |
Conclusion
In conclusion, excellent customer service is the key to success in electronic banking sales. It is a way of life that can shape the world of banking and electronic banking sales. By following the key principles of professionalism, responsiveness, empathy, consistency, and going the extra mile, we can win customers over and build a loyal customer base. As a saleswoman, I can attest that excellent customer service is essential in building trust and loyalty in a digital transformation-led environment. — Nana Akua, Head of E-Banking Sales
Author Information
Nana Akua is the Head of E-Banking Sales of the Transactional Banking Department of Prudential Bank Limited (PBL), where she leads the seamless adoption of varied digital banking solutions by the Bank’s existing and prospective customers. She is passionate about e-banking, digital transformation, and excellent customer service.
“Customer service is not just a cliché; it is a way of life that can shape the world of banking and electronic banking sales.
