Measure The Moment of Truth

If you're a branch manager, you are in charge of providing your bank's branch banking services. There are lot of them. And there's no room for error,since you handle your customers' financial transaction. Here are some tips to ensure excellent service :  

1. Have predetermined skills set in place. Ensure that every customer facing employee, is well trained and posseses the knowledge & skill required.
2. Identify the points of interaction between your customers and your branch's service. Those are the moment of truths for your customers. Be it customer service, security officer, parking guy, wash room, elevator, ATM, transfer slip, lounge, inbound call, etc.
3. Identify which moment of truths are the most important to your CUSTOMER (not to YOU), and measure them rigorously. By measuring and feeding them back to your staff, you are in a sure path of continuously improving your customer's satisfaction.

Fill in the gaps of your staff's skill set, identify your customers' moment of truth, measure the moment of truth rigorously and feed it back to your staff. These are some simple points hat every branch manager can consider, to improve their operational excellence.