Identify The Steps Taken By Menton Bank Asia To Develop A St

The nature of the teller’s job had been significantly revised to add a stronger marketing component, thus widening their job scopes to include selling activities. Customer Service Representatives (CSR’s) were now expected to:

1) Offer polite suggestions that customers use automated teller machines (ATM’s) for simple transactions.

2) Stimulate customer interest in the broadening choice of financial services offered by the bank.

• It was no longer just the routine for CSR’s to only provide bank services such as receiving, paying out and keeping accurate records of all monies for customers, but rather providing customers with the highest quality services, with special emphasis on recognizing customer needs

• Number of counters opened at any one time was varied to reflect the volume of anticipated business

Improvement Of Bank Features/Services & Change Of Physical Environment Approach

• Customer Assistance Representative’s (CAR’s) received more intense training than CSR’s on basic selling skills such as exploring customer needs and how to build relationships with customers. The CSR training program was designed to develop skills in recognizing and probing customer needs, presenting product features and benefits, overcoming objections and referring customers to CAR’s.

• Menton had doubled the number of ATM’s located inside its branches, replacing older ATM’s with new models

Some topics in this essay:
Menton Bank’s, Representatives CSR’s, CSR’s CAR’s, Representative’s CAR’s, Role Description, Environment Approach, customer service, customers •, offered bank, services •, • introduction, bank services, csr’s expected, simple transactions, • csr’s,