Who is a customer ?
which buy goods and services produced by another person, company or other entity.
What is perception ?
organisms interpret and organize sensation to produce a meaningful experience of the world.
are faced with challenges of retaining the existing and attracting the new customers.
Maintaining existing customers base is
skills and knowledge to perform the service. a. Knowledge and skills of the contact personnel. b. Knowledge and skill of the operational support personnel. c. Research capability of the bank .
Consideration d. Consideration for customer assets e. Friendliness f. Clean and neat appearance
c.
c.
Honesty
ii.
iii.
Access: Approachability and ease to contact. a. Service is easily accessible b. Waiting time is not extensive
c.
Explaining the trade off between service and cost d. Assuring the problem handling.
c.
c.
Tangibles: Physical evidence of the service:a. Appearance of physical facilities b. Appearance of personnel and
communication material
c.
accuracy in billing c. In keeping records correctly d. In performing the services in designated time
Thank You