Advanced Diploma in Business Management,

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ADVANCED DIPLOMA IN BUSINESS MANAGEMENT, 16TH JULY 2012 INTERNAL ASSIGNMENTS,
CUSTOMER SERVICE I
M O D U L E

ASSIGNMENT ONE
1. Identifying a financial institution of choice and accessing the business environment. ECOBANK
The ecobank Kenya is also known as the Pan African Bank, it is a financial institution whose day to day activity involves lots of dealings with both normal individual customers and also corporate customers. They’ve got great customer service officers and also effective ways by which they operate in their institution that further promotes their business. Below are some of the factors that have led to the improved customer service in the business. Factors That Led To Improved Customer Service in Ecobank

1.
Clientelling: This strategy is often employed by the bank, pairs a customer with a representative, who logs the client's every action into a database and caters future service accordingly. It's great for building relationships with profitable clients, according to Fromm. 2. Service Levels: They divide customers into categories, so that the ones who are worth (and spend) a lot of money receive tailored service. They also offer exclusive benefits to top-tier members to signal appreciation and attract others to upgrade. 3.

They Optimally Allocate Resources: Large companies notoriously flood mailboxes with dozens of catalogues that go straight to the trash and waste money in the process unlike ecobank. They use customer data to figure out which type of catalogue each customer should receive and send accordingly. They also provide as many means as possible for customers to know about their services – website, catalogue: – to maximize the likelihood of a promo. 4. Use Online Tools to Personalize Assistance

Website is usually the customer's first exposure to the company 5. Mobile Strategy: Customers expect on-the-go service, and the bank is mobile-ready, Fromm says. Go green, like Apple, and email receipts, or follow the...
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