CUSTOMER SERVICE: IMPROVING EFFICIENCY AND SERVICE EXCELLENCE: MASTERCLASS

摘要

How has the process of communicating with the customer changed and developed in recent years?rnHoward Boville: It has changed significantly. The number of channels has increased and there are more ways of actually accessing the bank to get information. In addition to that, the rise of the internet has put more information out there. So information is a lot more available to customers and they are a lot more banking savvy as a result: this has not only increased the number of calls that are put into the contact centres, internet channels and the bank branches, but also the nature of the questions have increased in complexity.