Exceptional Customer Service
Delivering Exceptional Customer Service – The NCB Way Welcome to the NCB Family 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 • We hold a deep and abiding respect for each customer, every colleague in our companies, and all our shareholders. • We commit to find new, practical, and 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. • In our merit-based culture, individual reward and recognition will be a result of measured performance. • We treat all competitors as noble, but we will compete fairly and vigorously to win. NCB SERVICE MOTTO “We are quality people providing quality service. ” NCB CREDOS At NCB we believe in: •
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 ustomers in our pursuit of sales and service excellence. • • • THE NCB SIX STEPS OF SERVICE All NCB employees will be GENTLE in each customer interaction: • Greet customers promptly and with a warm smile • Eye contact and positive body language are to be maintained • Names of customers are to be used in all customer interactions • Take care of the customer needs promptly and ask if further assistance is required • Listen for sales opportunities and offer appropriate product solutions • End with “thank you” and invite them back NCB’s Vision of Service
To embed a service culture throughout the organization whereby employees treat each customer as Royalty – Kings & Queens. To offer service that is comparable or superior to that offered by international organizations, that are recognized as leaders in the delivery of quality customer service. To achieve a minimum customer satisfaction score of 90% in this financial year. Characteristics of the NCB Service Professional Professional Courteous Willing to go the extra mile Polite and respectful Considerate of the feelings of others Team Player Knowledgeable
NCB SERVICE BASICS Each NCB employee will: • Know and own our Service Motto • Practice consistently the NCB Credos (STIR) and Six Steps of Service (Be Gentle) • Use proper etiquette and demonstrate professionalism at all times when dealing with customers • Be knowledgeable about the Bank’s products, services, policies, and procedures • Identify sales opportunities when interacting with customers and offer or refer appropriate NCB product solutions NCB SERVICE BASICS Each NCB employee will: • Own the customer’s complaint • Be an ambassador for NCB.
Always talk positively about NCB and avoid negative comments • Be well-groomed and take pride in appearance at all times • Keep work areas clean at all times and have necessary working tools on hand • Continuously identify areas for improvement and make suggestions Who is a Customer? “A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an outsider to our business. He is part of it. We are not doing him a favour by serving him.
He is doing us a favour by giving us the opportunity to do so. ” Who are our Customers? 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. Internal Customer Service Internal customer service means treating your colleagues as if they were your paying customers.
Serving the people you work with and doing everything you can to help them do their job well, is critical to the company’s success. Good internal service is important because: • Internal customer service instills a spirit of cooperation and teamwork • in the organization. • Internal customer service will help NCB, and you, to grow. • Internal customer service helps you feel better about your job. You’ll enjoy what you do even more. External Customer Service There are four main reasons why YOU are important to the External Customer: • The customer does not have contact with the business, but with you. You give the customer a first impression of NCB Jamaica Ltd. , so you should want to make a good impression. • You set the standard the customer will expect throughout the business. • Your behaviour will ensure that the customer is more likely to enjoy the visit to the Bank. Understanding and Meeting Customer Expectations The eight (8) fundamental needs of a customer are: 1) 2) 3) 4) 5) 6) 7) 8) The need to feel welcome The need to feel important The need to be understood The need for comfort The need to be recognized The need to receive help or assistance The need for timely service The need to be appreciated
Communicating with Customers • When you communicate with people face-to face, you use both verbal and non-verbal communication. • Verbal communication refers to the actual words you use and the way you say the words (tone, pitch and volume). • Non-verbal communication refers to body language (expressions, gestures and posture). Communicating with Customers Statistics shows that during the first meeting with a customer, body language is the main component of communication: Words we Use Way we say the words 7% 38% Body language 55% Communicating with Customers
Some components of Body Language are: 1) Eye contact and movements – Make direct eye contact with customers; do not roll your eyes when interacting with customers – this behaviour does not communicate a positive customer service attitude Facial expression – Remember to smile Posture and stance – Holding yourself upright communicates confidence Gestures – Do not point and beckon to customers Dress – Dress appropriately for the office 2) 3) 4) 5) Tips for Effective Communication with Customers Here are a few general communication guidelines: i. ii. iii. iv. v. vi.
Don’t sound anxious Don’t get impatient Be enthusiastic and encouraging Be sincere and genuine Do sound caring Be confident in your delivery Tips for Effective Communication with Customers • Try to avoid using the word ‘but’, as it may disqualify all other words used previously in a sentence • Use positive words, such as ‘we can, we will’ • Avoid using ‘red flag’ words. These are words or phrases that cause a negative reaction with customers. Examples of these words are ‘no, our policy is…. , it’s not my job, I don’t know’ • Use words/phrases such as ‘normally we, I will find out’ • Use the word ‘we’ and not ‘you’ Complaints are Opportunities
When a customer complains, he/she gives us the opportunity to correct service failures and improve their service experience in the future. The customer who complains wants to stay with the organization and is trusting us to get things right! Complaints are Opportunities • The average business does not hear from 96% of its unhappy customers. • For every complaint received, 26 customers actually have the same problem. • The average person with a problem tells 9 to 10 people. 13% will tell more than 20. • Customers who have their complaints satisfactorily resolved tell an average of five people about the treatment they received. Complainers are more likely to do business with you again than non-complainers – 54 to 70 percent if resolved at all, and 95% if handled quickly. Complaints are Opportunities Effective management of complaints requires us to L. E. A. R. N. – • • • • • Listen Empathize Apologize Resolve Notify What is NCB Doing to get it Right? Hire the RIGHT PEOPLE NCB Customer Service Manuals Quarterly Customer Satisfaction Surveys Branch Action Plans Customer Feedback Forms On-going Customer Service Training Quarterly Reward & Recognition Programme Branch Spic & Span Competition