Bank Millennium has uniform client service standards across all of its contact channels. They are customized to the type of unit, the tasks fulfilled and the adopted business model. Standards are available for employees of outlets, teams providing services to Prestige Clients, Corporate Banking Clients, teams dedicated to the Hotline, electronic communication, the unit handling client complaints and employees of the Bank’s Head Office. All guidelines are discussed in detail during preliminary training and exercised in practice.
The Bank has implemented a new model to open accounts and start relationships with clients in outlets. This solution makes it possible to preserve balance between clients’ needs and business targets and the approach to digitalization. The service model has been designed on the basis of surveys and tests with clients using design thinking, creative techniques and behavioural economics.
The Client Service Standards in force in the Bank’s outlets and hotline are the basis for the scripts functioning in the Bank for talking with clients about various product groups:
Client Service Standards provide specific guidelines of conduct on how to greet/say goodbye to clients, talk to clients, present the Bank’s products, clarify doubts and handle clients’ complaints.
In the Bank’s outlets and the Hotline, the Client Services Standards are augmented and supplemented by Client Call Scripts regarding various products: personal accounts and accompanying products, credit products and savings and investment products. They define the framework of calls with clients on the Bank’s products. These scripts refer to specific parts of client service, procedural and regulatory duties. The service standards are to limit the risk of unethical sales and providing clients with insufficient information. In 2021 sanitary risk was an additional risk connected to the prevailing COVID-19 pandemic. Outlet employees received detailed guidelines (verified in accordance with the current recommendations given by the Ministry of Health) on how to mitigate the risk of becoming infected with the virus.
