Client Service Standards are in force in the Bank in all of its sales and operational units including, among others: standards for branch employees, teams providing services to Prestige Clients, Corporate Banking Clients, information line teams, electronic communication, complaints handling units and the Bank’s Head Office employees. Client Service Standards are updated on periodical basis depending on the client’s changing expectations and financial needs.
The Standards are one of the first and key documents which are read by every Bank employee. They are discussed in detail and practical exercises are conducted on them during preliminary training and during the first days of employment.
Client Service Standards are intended for all the direct customer service employees, and they contain, among other things, specific guidelines on how to greet/say goodbye to the client, talk to the client, present the Bank’s products, clarify doubts or handle the client’s complaints.
Client Call Scripts augment the Client Service Standards used in the Bank’s outlets and its information line; they refer to various products: personal accounts and accompanying products as well as loan, savings and investment products. They define the framework of conversation with the client on the subject of the Bank’s products. Client Call Scripts refer to specific elements of client service, procedural and regulatory duties. Therefore, they provide the client with comprehensive and understandable information. Failure to comply with the standards of services involves the risk of unethical sales and misleading the client, which may entail legal consequences and cause harm to reputation.