Customer service standards Argumentative Essay Example

a mission statement defines the company or organization and guides its actions.

The importance of attaining success and making choices is substantial at Barclays bank. Their objective is to surpass other banks and generate greater profits while offering superior options to their customers, with the aim of becoming England's premier bank.

Barclays strives to provide excellent customer service and market-leading products through skill-enhancing trainings. Their mission statement is aligned with their goals of being a forward-thinking and customer-centric group, offering exceptional products and services, providing career opportunities, and making positive community contributions. These objectives complement each other for the bank's success by attracting more customers and generating higher profits.

Despite gradual progress, there is room for improvement in customer service. One effective way to do this is by establishing measurable benchmarks which define the minimum level of service, quality and quantity needed to achieve stated goals. These benchmarks should be achievable, clear, and quantifiable. Benchmarking involves comparing a company's processes and performance to those of the best-performing businesses in related industries.

Barclays can compare themselves to other companies by recruiting the most skilled individuals for their positions. They should provide top-notch training to enhance their abilities and have meetings where they can address any concerns and efficiently resolve issues. The bank should ensure that entrances are easily accessible and halls are sufficiently dimensioned. Prompt call answering and dressing in clean, professional attire create a positive first impression. Staff members should maintain a friendly demeanor towards all clients, welcoming them to the bank, listening attentively to their needs, and confirming their comprehension of information shared. Additionally, bank employees must be knowledgeable about health and safety procedures and prioritize cleanliness.

When

designing performance indicators, both qualitative and quantitative indicators are necessary to measure achievements and identify areas for improvement. Qualitative indicators are non-numeric, such as opinions and judgments, and can include factors like management relationships, customer satisfaction (measured through feedback programs), employee morale (such as staff turnover rates), product quality and customer loyalty, and levels of staff absenteeism. Quantitative indicators, on the other hand, are numeric in nature and can include metrics like sales and profits, speed of service, customer retention rates, number of customer complaints, percentage of orders resulting from salesperson visits, and responses to marketing materials. Even public services like ambulances or police use performance indicators to ensure they arrive within a specified timeframe (e.g., eight minutes). At Barclays bank, qualitative performance indicators are assessed by mystery shoppers who visit once a month.

The employees' performance is being checked and subsequently reported upon. A mystery shopper visits the branch and acts like a typical customer while evaluating the employee assisting them. Other techniques for gauging qualitative indicators include gathering feedback from customers and temporary staff. Occasional complaints made by customers can either be submitted through a website or verbally to bank staff who will log them. Quantitative indicators are determined by the number of appointments made with cashiers and private bankers.

Measurement of customer service quality involves evaluating solutions provided by cashiers and private bankers as well as examining the level of customer service provided. The number of complaints received and products sold are counted and compared to the figures from the previous month to assess improvement. Implementing and monitoring customer care standards is essential for companies aiming to excel in this area. In businesses that

involve customer service, it is now commonplace to provide at least one day of customer service training during induction. New staff must attend training either at the head office or a regional office where they will be responsible for providing local level customer service.

Typically, training sessions involve teaching individuals how to handle various situations. Role-playing activities with diverse scenarios are commonly utilized to develop skills in addressing issues, complaints, and diverse customer types. Once a prospective employee completes their initial training, additional instruction occurs within the workplace by local staff to uphold customer service standards.