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Banking In Jordan,[object Object],A Customer Service Perspective,[object Object],By: AymanBasheer,[object Object]
While The Jordanian banking sector plays a big role in the local economy. ,[object Object],excellent customer service is still a motto to be repeated through advertisements,[object Object],but nothing much more is happening on the ground.,[object Object],The Problem,[object Object]
1. Retain our customers and achieve their satisfaction.,[object Object],2. Fortify our competitive advantage. ,[object Object],3. Accelerate our business growth.,[object Object],So, Why do we need excellent customer service?,[object Object]
How to offer our services?,[object Object]
The service Bullet = core service + Value-Added ,[object Object],Core Service: The service itself before being communicated to the Customer,[object Object],Value-Added: The contact between the customer & the organization that creates an emotional bond  ,[object Object],Value-Added,[object Object],Core Service,[object Object],By offering the “Service Bullet”!,[object Object]
We’re trying hard, but don’t really know what we’re doing,[object Object],We care and we deliver,[object Object],High,[object Object],We don’t care,[object Object],You are a number and,[object Object],we’re here to process you,[object Object],Low,[object Object],Value Added,[object Object],Low,[object Object],High,[object Object],Core Service Quality,[object Object],The Service Matrix,[object Object]
service is more, service means to treat your customers well.,[object Object],Service in other words,[object Object]
1. Reliable (I’m delivering you what I promised),[object Object],2. Tangible (You can feel that that everything around you is looking neat & professional),[object Object],3. Empathy (I listen & care about you),[object Object],4. Responsiveness (I’m positive to you and can immediately take steps to satisfy you),[object Object],5. Assurance (After all you can TRUST ME),[object Object],The fiveelements of quality service:,[object Object]
Be,[object Object],Reliable,[object Object],Show,[object Object],Responsiveness,[object Object],Be,[object Object],Tangible,[object Object],Show,[object Object],Sympathy,[object Object],How do we achieve the trust?,[object Object]
A supporting customer service corporate culture is crucial for the corporate excellence in the high competitive market.,[object Object],Customer Service,[object Object],Values, Assumptions,,[object Object],Desires,,[object Object],Behaviors,[object Object],All Levels Corporate Representatives,[object Object],Corporate Culture,[object Object],Mission, Vision, and Strategies,[object Object],Corporate Culture and Customer Service?,[object Object]
1. Know your organization,[object Object],2. Knowyour product / service,[object Object],3. Knowyour customers,[object Object],What our employees shouldknow?,[object Object]
The service should be offered in a branded package,[object Object],This involves the service it self and the medium channel,[object Object],Channel,[object Object],Service,[object Object],Customer,[object Object],Packaged,[object Object],The “Service Package” Concept,[object Object]
The service should be packaged with the following attributes:,[object Object],1. Time packaged:  immediate/within 24h …,[object Object],2. Benefit packaged: known benefits,[object Object],3. Price packaged: known price ,[object Object],All of them = value packaged service. ,[object Object],The “Service Package” Concept,[object Object]
Thanks!,[object Object],Ayman S. Basheer,[object Object],aymanbasheerfx@gmail.com,[object Object],+962-78-5839887,[object Object]

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Banking in Jordan - A Customer Service Perspective

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