Consultation for the Bank of China bad customer services experience and less professional image in investment image. Project Requirements
Bank of China is one of main bankers in banking industry.
BOC has around 200 branchs in Hong Kong area. It provided allround banking servics such as account services, cash deposite, MPF, investment services, credit card, currency exchange and loan services etc...... Due to Bank of China established in Hong Kong 100 years, their major customer is in mass market worker and bank employee most are not university graduate , so their major business style is customer relationship. However, when compare with other major banker such as HSBC, Hang Seng bank, citi bank, Bank of China services and investment image always be a second class. Our consultancy team invite to investigate BOC customer experience and professional image compare with other competitor. Bank of China customer base was decreased from last year due to the unqualified services and wrong products issued provided by the branch staff. At the same time, their customer hotline received customer feedback case increase recently.The feedback are mainly classified into two types: the unsucesstiscatified attitude of the staff and wrong product issues. According to the bad customer experiences that may demage the image of BOC. So, we have to investigate the cause of the problem and find out a proper solution to improve image and professionalism. Overall Aim
The overall aim of the consultance project is to improve the quality of service and improve of professionalism of investment in Bank of China. Objectives
The consulting project is aim at:
Concern about the poor communication among banker and customers Findings and analysis the root cause of the case
Fouces the root cause and find out solutions
Enchance investment information staff ability
Enhance the attitidue of the staff customer services
Maintain the quality of service time
Set up frame work of the...
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