2019 Financial
and Social Report

High client service standard

After the Bank’s merger with Euro Bank, units responsible for customer service have adopted unified standards for the whole organization. They are adjusted to the type of unit, the tasks entrusted to it and the adopted business model.

The Bank has adopted standards for outlet staff, teams providing services to Prestige clients, Corporate Banking clients, teams dedicated to the Hotline, electronic communication personnel, the unit handling clients’ complaints and employees of the Bank’s Head Office. The Client Service Standards that have been adopted for the Bank’s outlets and Hotline serve as the basis for models of conversations with clients about the Bank’s various product groups:

  • everyday banking (personal account and accompanying products)
  • credit products
  • savings and investment products

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. They are discussed in detail during preliminary training and exercised in practice.

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.

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