commonwealth bank
The topic of this essay will be on “Service, both poor and outstanding, has a strong emotional impact upon us as customers, creating intense feelings about the organisation, its staff and its services, and influencing our loyalty to it.”
(Wirtz & Johnston, 2003, p.10)
In relevance to the above quote, a RATER audit has been conducted on the customer service of the Commonwealth bank of Australia. The Commonwealth bank is the largest bank in Australia and has a leading customer base, so new or expert naive customers have a high expectation.
Opening a new account can be a good example on how the commonwealth customer service works. Upon entrance to a commonwealth branch a service assistant is there to direct customers to where they need to wait before being assisted with the service they require. At times a branch can be busy and may cause frustration, especially for new customers who are unsure of how the system works, but a service assistant will give them individual attention as soon as possible. A sense of reliability is given to customers at this stage.
A sense of assurance is also given to customers when an employee has some knowledge in other fields other than their own. This shows that it is a serious business with trained employees to satisfy customer needs. Trust from a customer is a key factor when it comes to assurance. With individual help, the service staff provide one on one feedback and information with customers so they're feeling safe with where their money is kept.
Commonwealth bank provides a high level of tangible service. They provide online information and help making it more convenient for customers. for example: site maintained and up to date which shows that the business cares about reaching out to its customers and providing quality service, internet/ phone banking to make transactions more efficient and easy as opposed to going into a branch each time, adequate promotions that suit current trends and needs of existing
(Wirtz & Johnston, 2003, p.10)
In relevance to the above quote, a RATER audit has been conducted on the customer service of the Commonwealth bank of Australia. The Commonwealth bank is the largest bank in Australia and has a leading customer base, so new or expert naive customers have a high expectation.
Opening a new account can be a good example on how the commonwealth customer service works. Upon entrance to a commonwealth branch a service assistant is there to direct customers to where they need to wait before being assisted with the service they require. At times a branch can be busy and may cause frustration, especially for new customers who are unsure of how the system works, but a service assistant will give them individual attention as soon as possible. A sense of reliability is given to customers at this stage.
A sense of assurance is also given to customers when an employee has some knowledge in other fields other than their own. This shows that it is a serious business with trained employees to satisfy customer needs. Trust from a customer is a key factor when it comes to assurance. With individual help, the service staff provide one on one feedback and information with customers so they're feeling safe with where their money is kept.
Commonwealth bank provides a high level of tangible service. They provide online information and help making it more convenient for customers. for example: site maintained and up to date which shows that the business cares about reaching out to its customers and providing quality service, internet/ phone banking to make transactions more efficient and easy as opposed to going into a branch each time, adequate promotions that suit current trends and needs of existing