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I work in a banking organization. I am not yet as expert and knowledgeable as my seniors in terms of working in the software system that our bank uses. In fact I am not given any username for the system yet.

For my bank, every account(Savings/Term deposit/Fixed deposit), that I supervise to open, counts and strengthens my performance. But, when I collect any customer, they seem to want a complete package of service. Suppose somebody comes to open an account, when I fill-up the form and give it to the responsible person in the account-opening section for further processing in the software, the customer is tempted to avoid me. Next time they directly go to the appropriate section and ignore me. As a result, I lose track of the customer and fail to represent the bank.

How to solve this problem?

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closed as too localized by Jeanne Boyarsky Aug 13 '12 at 3:01

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1  
Don't show your customer, that you are giving the form to someone else, maybe? –  Steed Aug 11 '12 at 13:14
    
Hmm...that is one of the points. –  BROY Aug 11 '12 at 13:20
    
Ask your seniors? I'm closing this because it is too specific/localized a question. –  Jeanne Boyarsky Aug 13 '12 at 3:00

1 Answer 1

If it is simpler for the customer to find a direct route to the section they want, they will take it. For you to retain the customer relationship YOU have to add value to them.

Your goals or targets in terms of account activity, customer relationships etc are of no interest to the customer, so you need to persuade them that working directly with you is either easier, faster, or adds something of value to them that the other team or individual cannot give.

So you should look at understanding your customer's needs more fully so you can:

  • offer them serveices they may be interested in
  • offer them services at competitive rates
  • offer the personal touch

etc.

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