Your people need to be selected, trained, and managed to give consistently high quality service. Branch employees often see their jobs as purely transactional. This is a waste of time, money and opportunity. Transactions can be handled on-line, or at least more quickly in a face-to-face situation.
Why do customers have to go to main branch for certain services? Why are computer systems so slow? Why are 20 signatures needed to approve a new account or loan? Slow systems and slow processes kill profitability and make employees and customers angry. Technology that does not show the full extent of the customer relationship also misses opportunities to provide better service, better advice, and to sell and cross-sell more.
- See more at: http://www.mce-ama.com/Making-Your-Bank-Branch-Network-Profitable/#sthash.kWm0yN6P.dpuf
Your people need to be selected, trained, and managed to give consistently high quality service. Branch employees often see their jobs as purely transactional. This is a waste of time, money and opportunity. Transactions can be handled on-line, or at least more quickly in a face-to-face situation. Why do customers have to go to main branch for certain services? Why are computer systems so slow? Why are 20 signatures needed to approve a new account or loan? Slow systems and slow processes kill profitability and make employees and customers angry. Technology that does not show the full extent of the customer relationship also misses opportunities to provide better service, better advice, and to sell and cross-sell more.- See more at: http://www.mce-ama.com/Making-Your-Bank-Branch-Network-Profitable/#sthash.kWm0yN6P.dpuf
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