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It might not be Customer Service month, but i had an interesting experience recently at a bank
and thought i would share it with other fellow bloggers. Appreciate your feedback and
comments.
Best Regards,
Jeeshan
The other day I was headed to one of the Foreign Banks in Bangladesh where I maintain an
account. Given my tight work schedule and the banks operating hours, it becomes quite a
challenge for me to do any banking. The only time I manage to drop in is usually at about 9:00
AM in the morning. One particular morning I managed to get to the bank at about 8:45 AM. At
the entrance I was greeted by a ill-mannered security guard who exclaimed "You cant enter the
bank before 9:00 AM". I stood out for the next twenty minutes watching the banks employees
arrive one after another. The security guard eventually opened the gate at about 9:05. I took a
seat at the front desk where I waited unattended. A few minutes later, a lady arrived at the scene
with this "I am having a bad day frown" and asked "Ki Bapare Ashchen?" I was astonished!
In an identical scenario a few months back at around the same time in a bank in Colombo, Sri
Lanka, something different happened. A bank teller who spotted me waiting outside summoned
the security guard to open the door, after which he welcomed me in. There were warm smiles
from all corners of the room. I was delighted at this red carpet treatment. What followed was
even more remarkable. Shortly, the same teller accompanied me to come to the counter where he
processed my request, and this was done at 8:50 AM when the bank was still not open. I walked
out with a smile. What a way to start the day. The bank had exceeded my expectations not once
but twice.
"Ki Bapare Ashchen" seems to be a very common phrase wherever you go in Bangladesh be it
private, public or even a foreign owned enterprise. We Bangladeshis claim to be such friendly,
warm people. In fact even if there is one thing that foreign tourists are full of praise about us is
our hospitability. However in the instances such as the scenario I described above we seem to
tend to forget about who we really are.
Customer Service is a widely misunderstood and misused concept in Bangladesh. Service level is
not just delivered at the transaction stage and after sales stage of a product or service- rather
across all customer touch points. In today's era of commoditization and emergence of me-too
culture, service quality can be a key differentiator. It's unfortunate that very few companies in
Bangladesh see such potential in service. Theodore Levitt once said "There is no such thing as
service industries. There are only industries whose service components are greater or less than
those of other industries. Everybody is in Service."
In one of his books, Philip Kotler explained the importance of three F's of service marketing:
fast, flexible and friendly. He states any company can use these three F's as a base to develop
appropriate service levels. Meeting your customers expectations is good, exceeding it is will take
you one step closer to greatness. It's a small world out there, satisfied customers can give your
business an unexpected leverage, while you are busy spending heaps on other marcom channels.
Still convinced about your customer service? Try giving a call to your customer service helpline
asking about an unusual problem? Better get a tough friend to do some mystery shopping. You
will be surprised. So the next time you meet a customer or a prospect, smile and say "How may I
help you?" Remember Peter Drucker's famous line, your business is all about other people's
money. Be nice!
By
Jeeshan Mirza
Labels: BRAC Bank, Dutch Bangla Bank Ltd., Eastern Bank, HSBC, prime bank, Standard
Chartered Bank
City watchdog the Financial Services Authority (FSA) is to launch an independent Web site to
help consumers compare credit cards. The move follows recommendations by the Office of
Fair Trading (OFT) designed to help consumers get a better credit card deal. Others will include
improvements in summary boxes on credit card marketing materials and statements,
Labels: Al-Arafah Islami Bank, Arab Bangladesh Bank Ltd., Eastern Bank, HSBC, Standard
Chartered Bank
No wonder EBL has spotted a business opportunity in the largest consumer segment of the
nation, its students, and have formulated a financial product in the form of student loans. I wish
the campaign luck and I wish all those student good luck in their endeavors for a better academic
future both at home and abroad. I hope students like Zahid will not have to buy original
statements from renowned multinational banks of the country anymore, they can simply walk in
to a branch of EBL and likes, apply and get the money to pursue further education. However as
there is no free lunch in life and in Bangladesh, who knows how the aspiring students will fall
under the axe of exorbitant interest rates for those loans.
(photo courtesy HSBC student loan)
Commercial Bank of Ceylon (CBC) launched its SME (small and medium enterprise) loan
product under the brand name of 'Probriddhi' in the city Tuesday. 'Probriddhi' is a medium term
loan, applicable to the SME customers to meet their capital need for starting or expansion of
their business, in line with the criteria set for the facility.The loan is offered with many attractive
features, with an assurance of fast and easy processing so that the customers can get maximum
benefit from the capital provided.
SMEs are at the core of our economic development and many FIs and NBFIs are coming up with
SME specific products. BRAC bank is very visible on the SME front, so is Eastern Bank I guess.
Now CBC joins the party. However, there is a need to compare and contrast what the banks are
offering. We need to know who they are terming as SMEs. Also, we need to be clear about the
issue of collaterals. Many SMEs complain that even though there is an array of so called SME
products available in the market, but they are too costly, or the legal procedures are too
cumbersome and confusing. Do the banks have any answer to address these concerns?
Eastern Bank Ltd. has inaugurated its first student service centre at Dhanmondi branch premises
in the city recently, says FE. Students can open their student file here, which is mandatory if
anyone wants to go abroad for higher study.Students can get information to open their bank
account named campus account. They can also get information to take debit and prepaid cards
here. BRAC bank is the other one which is directly competing with EBL in this student market.
Both the banks have been generous in giving away credit/debit cards to students in easy terms.
They realize that this is a market where number of students is huge and these students are in the
pipleline to become regular user of the banks when they graduate and become
executives/businesspersons. Very well laid plan to allure the 'dJuice Generation'. Lets keep an
eye on how EBL and BRAC keeps the students happy. No wonder these student 'cash calves'
might just become the 'cash cows' for the banks when they grow in near future.