Exceptional Customer Service

Topics: Customer service, Customer, Nonverbal communication Pages: 6 (1354 words) Published: November 9, 2011
Delivering Exceptional Customer Service - The NCB Way

Welcome to the NCB Family

To make NCB, financially and operationally, the strongest and most dominant financial institution in the Caribbean and one that follows international best in class governance practices.

• We hold a deep and abiding respect for each customer, every colleague in our companies, and all our shareholders. • We commit to find new, practical, and innovative ways to make the term “excellent service” more relevant to each customer - every day. • We commit to the relentless renewal of our enterprise through the constant training of our people at all levels. • In our merit-based culture, individual reward and recognition will be a result of measured performance. • We treat all competitors as noble, but we will compete fairly and vigorously to win.


“We are quality people providing quality service.”

At NCB we believe in:

Service Quality: understanding the individual needs of our customers and doing everything possible to delight them with friendly, efficient, accurate and reliable service is our highest mission. Teamwork: working together, getting involved, sharing ideas, continuous improvement, and being committed to serving our customers are keys to team and individual success. Integrity: conducting all our business interactions with utmost fairness and transparency. Respect: encouraging and acknowledging feedback from our customers in our pursuit of sales and service excellence.

• •

All NCB employees will be GENTLE in each customer interaction: • Greet customers promptly and with a warm smile • Eye contact and positive body language are to be maintained • Names of customers are to be used in all customer interactions • Take care of the customer needs promptly and ask if further assistance is required • Listen for sales opportunities and offer appropriate product solutions • End with “thank you” and invite them back

NCB’s Vision of Service
To embed a service culture throughout the organization whereby employees treat each customer as Royalty – Kings & Queens. To offer service that is comparable or superior to that offered by international organizations, that are recognized as leaders in the delivery of quality customer service. To achieve a minimum customer satisfaction score of 90% in this financial year.

Characteristics of the NCB Service Professional
Professional Courteous Willing to go the extra mile Polite and respectful Considerate of the feelings of others Team Player Knowledgeable

Each NCB employee will: • Know and own our Service Motto • Practice consistently the NCB Credos (STIR) and Six Steps of Service (Be Gentle) • Use proper etiquette and demonstrate professionalism at all times when dealing with customers • Be knowledgeable about the Bank’s products, services, policies, and procedures • Identify sales opportunities when interacting with customers and offer or refer appropriate NCB product solutions

Each NCB employee will:
• Own the customer’s complaint • Be an ambassador for NCB. Always talk positively about NCB and avoid negative comments • Be well-groomed and take pride in appearance at all times • Keep work areas clean at all times and have necessary working tools on hand • Continuously identify areas for improvement and make suggestions

Who is a Customer?
“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an outsider to our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us the opportunity to do so.”

Who are our Customers?
At NCB our Customers are all employees working within our branches, divisions and subsidiaries and all individuals or institutions...
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