CUSTOMER SERVICE

Customer Service



Customer Service

Introduction

Customer service is what an organization does to meet the customer satisfaction and expectations. A lot of companies consider customer service as running the business. Customer service is either good or poor; it depends on the customers only (Evenson, pp.13). Customers are the judges of the organizations services. Customer is the most important visitor for any organization, as he is not dependent on it, but the organization is dependent on him.

Customer satisfaction in the banking industry revolves around receiving a positive feedback regarding aspects such as staff conduct, credibility, communication and access to banking services whether through online banking or teller services. These factors represent the final dimensions of service quality that satisfy the customers. There are also the intangible aspects of the staff-customer interface. These intangible aspects include the implementation of a helpful, caring, and friendly and a committed approach among the members of the bank staff. Indeed, a positive experience in the area staff-customer interaction was the key to maintaining a high level of customer satisfaction. In a way, the bank customers respond positively to the customer-oriented, high-touch, and an intangible service quality criteria in an age of increased automation.

Discussion

Customer service can be of two types, depending upon the satisfaction level of customers. If the expectations of customers are met, they feel satisfied with the service. This classifies the service as an outstanding customer service. To meet the demands of customers is very important in order to provide excellent customer service. An organization can only get a success if it fulfills all the expectations of its customers (Hatch,103).

Barclays Bank is strong in banking services offered, in particular, with their branch service, complaint handling and friendliness, according to real customer ratings. The banks with excellent call centre for customer services will lead to a higher customer satisfaction. The bank adopts an open-door policy with competitive offerings. The bank also offers branch convenience and a low bar to free checking account. The bank also offers a suite of well-priced products and it presents the best rates on savings accounts or mortgages. The bank offers mortgage and current account facilities.

Service Quality in Business

The Barclays Bank acknowledges that the critical dimensions of bank service quality and their implementation in practical business terms varies as the customer profiles and customer experiences evolve. Some studies have found that bank service quality expectations vary by segments and by countries (Arasli et al., 2005), and by time. It is possible that the saliency of bank service quality dimensions may be situational and may also adapt as the context changes. The 'speed of service' reflects differences resulting from both customer characteristics and exposure to high-tech banking practices. For example, a customer-Oriented service expectation is affected by the variation depending on the characteristics of the customers, culture, and the business context. Generally speaking, customers expect to be attended by the service personnel with promptness, attention and respect (Arasli, et. al., 2005).

Other studies noted that the factors of 'speed of service' and a 'friendly' ...