Innovation in Customer Service | Relationship Banking for Customer Service | Soft Skill | EP 01
Channel: BL Academy
Date: 2024-01-30

Innovation in Customer Service means Creating a New Service or Improving an old Service or Both. It may also defined as the introduction of  
new practice in delivering services to the people where it is convenient to them .
Banks focus in 03 main areas – 
Improving your operations : “Make things cheaper and more efﬁcient”,  such as creating the paperless branch
Improving your customer experience: “Make things easier and simple”, an example being mobile banking
Developing new areas of business : “Make things different and generate  new areas of revenue”, for example with social media banking 
Techniques for Innovation in Customer Services:
- Knowing Customers by analyzing personality & communication Styles - DISC Method 
- Knowing the Tactful Techniques- Knowing innovating banking facilities that banks have started in recent years (Mobile banking, Internet Banking, retails &wholesale banking) -Knowing the Technology Based Future Banking Services: FinTech, TechFin & RegTech, block chain, artificial intelligence, internet to things (IOT), Cloud computing -Knowing the Words to Welcome and Comfort customers -Avoiding to SAY the Annoying Words
Practicing the modest Words to make the Relation & to Retain customers
Identify and use the Words to persuade with customer -Knowing U-turn method to calm complaining customer & bring customer back
Customer wised service provided – categorized customer

What is Relationship Banking ?
Customer Relationship Management concept is tendency of banking sector to establish and maintain long-term relationships with customers in order to provide the value for customers and banks
This concept allows the bank to identify, segment, communicate and build long-term relationships with customers on individual basis. Relationship banking is a strategy used by banks to strengthen customer loyalty and provide a single point of service for a range of different products and services. 
The process follows five steps:
- Knowing thyself presenting thyself understanding the customer understanding and meeting the needs 
 - Following up knowing thyself Thorough knowledge of own products and services. It is desirable to know about products offered by competitors to be able to plan sales strategy suitably
 - Presenting thyself Proper dress code 
 - Workplace : immaculate surroundings – attractive interior decoration – ambience - courteous - staff understanding customer
- Understanding – ideas – concepts – principles – hobbies of a customer, then relationship building becomes easy