Capital One Bank Customer Service Training Design

In: Business and Management

Submitted By cdawg410
Words 609
Pages 3
Capital One Bank Customer Service Training Design

Capital One Bank’s business strategy has been to buy regional banks to get access to their deposits, which the company uses as a cheap source of funding for its more lucrative, high annual percentage rate, credit card operations; an internal growth strategy. There is a dichotomy in their customer service strategy; the banking operation requires a relationship with the customer that allows the customer to feel that their money is going to be taken care of. The credit card operation requires a relationship with the customer that allows the customer to feel that they will be taken care of when there is an absence of money.
The customer service issues arise by introducing a new task and possibly new technology to both the existing banking employees and existing credit card employees. Focus groups of Subject matter experts, questionnaires, online technology, interviews of employees and customers and observation are the techniques that can be used to conduct this needs assessment. However, as a great deal of banking and credit card operations takes place online and over the phone, of particular value will be the utilization of online technology; even face to face banking and credit card operations occur with an employee in front of a computer. Help desk management software can be used to collect data and help identify the most frequently occurring customer service issues so that training can be focused on specific issue resolution; the software can categorize and track calls by application, caller or issue and is completely objective in its analysis (Noe. pg.107). Real time training can be used in instances where employees are experiencing difficulties with a customer and a manager is not available. Therefore Incumbent’s computer literacy should be analyzed and requests for proposals should be sent to a number of…...

Similar Documents

Customer Service Analysis with the Overview of Marketing and Promotional Activities of Brac Bank Ltd.

...  Intern Report On  Customer Service analysis with the overview of marketing and  promotional activities of   BRAC BANK LTD.    SUBMITTED TO   1. Mr. SUNTU KUMAR GHOSH              SENIOR LECTURER                      BBS             BRAC UNIVRESITY         2. Ms. Sharmin Shabnam Rahman           Lecturer           BBS         Brac University                                                                          SUBMITTED BY     JOYDEEP SINHA ROY      06304025                                 DATE OF SUBMISSION: 11th MAY, 2010              LETTER OF TRANSMITTAL  11th May, 2010 To Mr.Suntu Kumar Ghosh Senior Lecturer Brac University Subject: Internship Report submission Dear Sir, With due respect, I have the pleasure to submit my internship report on “Customer Service analysis with the overview of marketing and promotional activities” to partially fulfill the requirements of the bachelor degree under your supervision. It has been a worthwhile experience for me undertaking such a report work to get exposure to the real life of a banking organization. I have tried my best to satisfy the academic requirements. In my report, I have tried to reflect a partial scenario of the activities of local private banks of Bangladesh. I have used both primary and secondary data and have tried to prepare the according to your instructions. I also confess that this report has some limitations as well because I got limited resources. So I hope that you will be kind......

Words: 17503 - Pages: 71

¬Training and Development of Standard Bank Ltd

...Chapter-One Background of the Study 1.1 Origin of the Study This report was assigned to fulfill the requirement of term paper program after completing my BBA program. The purpose of this report is to organize and present my understanding of Human Resources operations that may become useful in my professional life. The students of BBA program have to study several semester consist of several credit hours according to educational background of a particular student & in the last semester there is an term paper program consist 3 credit hours which a student under this program must go through . So, after completion of several credit hours from the different department of business studies faculty, students are sent to different organization to expose them to real life scenario. The theoretical knowledge that students acquire from class lectures, books & journals, case studies, seminars, project, workshop etc. is replenished in the practical setting. As a student of BBA program I had to complete 5 semesters & now I am in the last semester & got the opportunity to complete term paper program. I was asked to prepare my term paper on the assigned topic of “Training and Development” of Standard Bank Limited, on CEPZ Branch. 1.2 Objectives of the study The primary objective of this report is to use the theoretical concepts, gained in the classroom situation, in analyzing real...

Words: 8624 - Pages: 35

Customer Service

...National Institute of Technology A Research Report on Customer Service of SBI vis-à-vis other Banks Internship Report submitted in completion of the requirement of Summer Internship at State Bank of India SME Branch, Civil Township, Rourkela Submitted by:- Under the guidance of:- Rasmita Sahu Mr. Prabir Chandra Sahu MBA Student Chief Manager Roll No- 312SM1017 State Bank of india School of Management SME Branch, Civil Township NIT, Roukela Rourkela May_2013 to July_2013 Certificate This is to certify that the project entitled “Customer Service of SBI vis-à-vis other Banks” which is being submitted by Rasmita Sahu, MBA Student, Roll No. 312SM1017, School of Management, National Institute of Technology, Rourkela - 769 008 (India), for the award of Degree of MBA by the School of Management, National Institute of Technology, is a record of bonafide research work done by her under my supervision. The results embodied in the project are new and have not been submitted to any other University or Institution for the award of any Degree or Diploma. To the best of my knowledge......

Words: 10132 - Pages: 41

Perception and Customer Satisfaction Towards Financial Products and Services of Hsbc Bank Limited

...Group 1.0 HSBC Mission Statement: “We aim to satisfy our customers with high quality service that reflects our global image as the premier international bank” Objectives of HSBC: HSBC’s objectives are to provide innovative products supported by quality delivery of systems and excellence customer services, to train and motivate staffs and to exercise social responsibility. By combining regional strengths with group network HSBC’s aim is to be the one of the leading banks in its principle markets. HSBC’s goal is to achieve sustained earnings growth and to continue to enhance shareholders value. 1.1 An Overview of HSBC Group The HSBC Group is named after its founding member, The Hongkong and Shanghai Banking Corporation Limited, which was established in 1865 in Hong Kong and Shanghai to finance the growing trade between China and Europe. Thomas Sutherland, a Hong Kong Superintendent of the Peninsular and Oriental Steam Navigation Company helped to establish this bank in March 1865. Throughout the late nineteenth and the early twentieth centuries, the bank established a network of agencies and branches based mainly in China and South East Asia but also with representation in the Indian sub-continent, Japan, Europe and North America. The post-war political and economic changes in the world forced the bank to analyze its strategy for continued growth in the 1950s. The bank diversified both its business and its geographical spread through......

Words: 21480 - Pages: 86

American Express Customer Service Call Center Training and Developemnt

...Introduction: American Express 3 II. Overview of Organization: Background 3 III. Organizational Design 4 IV. Scope of Operation 5 Vision 5 Values 5 Operating principles 6 Board of directors 7 V. Current Operation State 8 VI. Desired State of American Express 10 VII. Developments 12 Risk and informational management 12 Strategic planning group 13 Human resources 13 Technology 13 VIII. Program Design and Development 14 Objectives of the program 14 Incorporate site visits by management 14 Training and seminars 14 American Express will Focus on the Development of Employees 16 Incorporate Site Visits by Management 16 Training and Seminars 17 Steps to continue the essence of customer service 18 Assessment 19 Employee feedback 19 Data analysis 20 Creating training manual 20 The use of technology 21 IX. Recommendations 22 Performance appraisals 23 Motivating Employees 24 Training employees 25 Continuous improvement 27 X. Conclusion 28 XI. References 29   I. Introduction American Express hired our consulting team to create effective training and development program to sustain the company’s success and growth. One of the departments American Express would like to concentrate on is the Customer Service Call Center. Currently American Express does not have formalized organization-wide training and development process. This paper will summarize American Express’......

Words: 6750 - Pages: 27

One Bank

...information about the particular bank and banking industry as a whole. In the report we have used largely the information provided by different banking personnel. All the people who have helped us with the raw data, our warmest regards to them. I would like to express gratitude to Mr. Jamil the manager of one of the branch of One Bank. He gave us the permission to go to his branch and make the report. His help is unforgettable because he told his sub-ordinates to give us all the information we need. I would like to give a special thanks to Mr. Rahman .He helped us in many ways. Banking information is not easy to understand all the time but he made it credible. He gave us all the answer and information with admirable patience. EXECUTIVE SUMMERY Management is the key to lead a company towards its goal and objective. So it is essential for the company having a proper and strong management system. The success of the bank will depend on proper implementation of Core Risk Management, achieving good profitability and at the same time maintaining good asset quality as well as modern banking depends on comprehensive risk management, modern banking knowledge and swift customer services. In banking sector a bank need a specific direction to go ahead. Now a day in Bangladesh banking sector is a very competitive one. So it is important for the Bank to have a strong management system. In banking sector One Bank is a growing one. It maintains a......

Words: 7235 - Pages: 29

Capital One

...Capital One is a diversified bank that offers a broad array of financial products and services to consumers, small businesses and commercial clients. A Fortune 500 company, Capital One has one of the most widely recognized brands in America. As oneRichard D. Fairbank is founder, Chairman and Chief Executive Officer of Capital One® Financial Corporation. Capital One, headquartered in McLean, Virginia, offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients. Mr. Fairbank founded Capital One in 1988 based on his belief that the power of information, technology, testing and great people could be combined to bring highly customized financial products directly to consumers. Since then, Capital One has emerged as one of the America's largest consumer franchises with approximately 45 million customer accounts and one of the nation's most recognized brands. As one of the nation’s top 10 largest banks based on deposits, Capital One, N.A. and Chevy Chase Bank, F.S.B. have approximately 1,000 branch locations primarily in New York, New Jersey, Texas, Louisiana, Maryland, Virginia, and the District of Columbia. Question 1: Identify and describe the key environmental forces that have immediate strategic implications for Capital One. Capital One has become a strong leader in the financial world since its start as a public credit card company in 1994 through with strategic growth and diversification. I feel the key environmental......

Words: 1530 - Pages: 7

Customer Service Training Session

...Customer service training session Ladies and gentlemen, we have come here to discuss the customer service and the strategy of how to improve it. I will tell you how to make the customer service more efficient so that our customers are more pleased with our products and services. As you see in this paragraph (slide 2), we have to focus on assuring our customers that our products are the best. Almost 45 percent of the customers went shopping elsewhere, and over 40 percent of them did not find the right products. 33 percent of the customers had to order the products, and 24 percent of our customers did not get to buy the product they wanted from our store because we did not have it. The main thing that we as customer servants should remember is that the customers are always our main priority. Their satisfaction is our aim. With good customer service we can achieve better place at the market – because the customers are demanding, they know what they want and they want good service. We can easily stand out from the other companies by giving our customers good service. It is important to our company that the customers’ needs can be predicted because that way we can improve our service and the products. Customers do not always know what they are looking for – that is why we have to know it. We have to offer them the latest and best possible knowledge of different products so that they get convinced about the need for the certain product. We know how the buying decision process......

Words: 519 - Pages: 3

N Analysis of the Customer Satisfaction: a Case Study of Bank Service

...editorijaiem@gmail.com Volume 1, Issue 2, October 2012 ISSN 2319 - 4847 AN ANALYSIS OF THE CUSTOMER SATISFACTION: A CASE STUDY OF BANK SERVICE Haeryip Sihombing1, Parahsakthi Chidambaram2 and Kannan Rassiah3 1 Fakulti Kejuruteraan Pembuatan (FKP), Universiti Teknikal Malaysia Melaka (UTeM), Main Campus – Durian Tunggal, 17609 – Melaka, MALAYSIA 2 Politeknik Ibrahim Sultan (PIS)81700 Pasir Gudang, Johor Bahru, MALAYSIA 3 Politeknik Merlimau Melaka (PMM) Merlimau 77300, MALAYSIA ABSTRACT This study focuses on how to measure the customer satisfaction in the service industry towards the satisfaction aspects considered of the ServQual criteria. The questionnaires developed were using Kano criteria that manipulate the qualitative data of quality attributes into quantitative value and Likert scale based on the quantitative values. By comparing the results data of Likert scale and Kano criteria related to the service delivered, the measurement carried out in this study is towards the service of bank industry. The correlation among them, based on what the functional and dysfunctional of Kano domain compared to the Likert scale, are to validate what the main criteria required for the improvement priorities against customer satisfaction. This is due to the method of CAT ranking and graphical between CS versus DS are ambiguity for justifying the improvement of priorities required. Keywords: Customer Satisfaction, Kano, CS-DS, CAT. 1. INTRODUCTION A major......

Words: 5857 - Pages: 24

Customer Service

...( ) Student Workbook BSBCUS501C Manage quality customer service 1st Edition 2011 Part of a suite of support materials for the 8S807 Business Services Training Package -_._-_._ . Copyright and Trade Mark Statement @ 20i1lnnovation and Business Industry Skills Council Ltd All rights reserved. Apart from any use permitted under the Copyright Act 1968, no part of this publication may be reproduced, stored in a retrieval system, or transmitted, In any form or by any means, electronic, mechanical, photocopying, or otherwise, without written permission from the publisher, Innovation and Business Industry Skills Council Ltd ('IBSA'). Use of this work for purposes other than those Indicated above, requires the prior written permission of IBSA. Requests should be addressed to Product Development Manager, IBSA, Level 11, 176 Wellington Pde, East Melbourne VIC 3002 or email sa/es@lbsa.org.au. 'Innovation and Business Skills Australia', 'IBSA' and the IBSA logo are trade marks of IBSA. Disclaimer - Care has been taken in the preparation of the material In this document. 'but; to the extent permitted by_law, IBSA and the original developer do not warrant that any IIcerislng or registration requirements specified in this- document are either complete or up-to-date for your State or Territory or that the information contained in this docum-ent is error-free or fit for any particular purpose. To the......

Words: 27283 - Pages: 110

Internal Assessment of Capital One Bank

...Case Analysis External Assessment for Capital One Bank Rita Brown-Tiggs August 6, 2015 MGT 680 – Strategic Management Problem Statement The external environmental factors in strategic planning are essential for the prosperity of any business. Managers perception and knowledge of the internal and external changes in an organization will determine the organization’s activities to be engaged in as identified and its ability to monitor business activities to measure customer’s basic levels of expectation with the product and services in doing business with similar banks within a specific area. The external environmental factors to be considered is to look at the climate, economy, technology, political, and legal factors to best determine the product or service to be offered currently or if there are activities that need to be increased or decreased based upon the information gathered during this assessment. The research and development departments of the organization will incorporate value to the services being provided the organization’s ability to correct concerns within the organization from the older versions of what is currently being offered to its customers currently. Analyzing Case Data The Capital One Bank has completed its due diligence when considering the next steps necessary to review all issues of concern and satisfy its customers without loosing its original standards to continue to gain a strong foot hold within the industry....

Words: 889 - Pages: 4

Training Design for Gm's Service Advisor's

...EXECUTIVE SUMMARY Training Design for GM's Service Advisor's December 7, 2011 This reported was constructed by Team Easy A’s and was designed to provide insight of how making certain policy changes and implementing different training methods is crucial to enhance customer satisfaction and ensure more consistent and sustained business. A survey was created and deployed to customers with the intent of finding out which areas where lacking. The survey had questions pertaining to levels of satisfaction after recent service repairs, communication and notifications after the service was completed. The information that was obtained was invaluable in finding out what was needed to complete the training design and ensure training transfer. The literary research exemplifies that dealerships rely heavily on their customer bases. Customer service goes well past being polite at the door; it also involves being relevant in the community and not taking customers loyalty for granted. It is important to always be mindful of the areas of customer service that will always need to be constantly improved upon. The main issue that was discovered dealt with customers not being appropriately informed of the cost and time it would take to finish their repairs. These issues could have been avoided if the promise times were more conducive to the actual abilities of the mechanics being able to finish the service on time. It is important for Service Advisors to be as accurate......

Words: 2147 - Pages: 9

Customer Service

...Study area – make sure it is clearly marked with your name, the course title and the Unit and Assessment number. Please note that this Assessment document has 13 pages and is made up of 5 Sections. Name: DONATAS MENDELIS Section 1 – Understand methods of communication with customers 1a) Use the table below to outline at least two different customer service situations and the different methods of communication that would be needed in these situations. |Situation |Methods of communication | |1. I was calling on 4354 Vodafone freedom freebee £10 offer to top |You may call free 191 to communicate verbally, but I needed to go online | |up and paid using my bank card for offered 150 minutes, unlimited |for ‘Vodafone – Freebees’ and join informal written communication method to| |texts, and 250MB free UK Internet Data for 30 days use. I should |contact Vodafone customer service via live chat. This is a way to get | |receive sms - the note about activated Vodafone £10 freedom freebee,|advice or sort out existing problem about your phone or plan, upgrade it, | |but service was suspended and delayed by unknown technical problem. |or get help with your phone, bill or account. Live chat – required writing | | |skills about your issues rose, also read Vodafone advisor notes to ......

Words: 9537 - Pages: 39

Customer Service

...Creating a Customer-Centered Organization A Harvard Business Review Insight Center Report sponsored by The HBR Insight Center is an interactive resource that highlights the emerging thinking around today’s most important issues. In this installment of the series, Harvard Business Review focused on how managers are turning their companies into customer-focused organizations. The growing obsession with customer excellence is driven, in part, by technology. Today customers can obtain and exchange more information about the good and bad of their encounters with companies than ever before. That gives companies a great incentive to work harder to make customers happy — before, during, and after their purchases. © 2011 Harvard Business School Publishing. All rights reserved. Harvard Business Publishing is an affiliate of Harvard Business School. Creating a CustomerCentered Organization A Harvard Business Review Insight Center Report CONTENTS 1 3 5 7 9 11 13 15 17 19 21 23 Create Brand Superfans Matthew Rhoden How Philips Uses Net Promoter Scores to Understand Customers Suhail Khan What Zipcar Can Teach the S&P 500 Stephen Wunker How Fidelity Used Design Thinking to Perfect Its Website Frederick S. Leichter The Coming Point-of-Sale Revolution Grant McCracken Using Mobile Phones to Capture Customer Experiences Emma Macdonald, Hugh Wilson, and Umut Konus How to Play Marco Polo When Setting Prices Rafi Mohammed Beyond Mass Customization B. Joseph Pine II......

Words: 18324 - Pages: 74

Chase Bank Customer Service

...Introduction Customer satisfaction in the banking industry revolves around receiving a positive feedback regarding aspects such as staff conduct, credibility, communication and access to banking services whether through online banking or teller services. These factors represent the final dimensions of service quality that satisfy the customers. There are also the intangible aspects of the staff-customer interface. These intangible aspects include the implementation of a helpful, caring, and friendly and a committed approach among the members of the bank staff. Indeed, a positive experience in the area staff-customer interaction was the key to maintaining a high level of customer satisfaction. In a way, the bank customers respond positively to the customer-oriented, high-touch, and an intangible service quality criteria in an age of increased automation. The Chase Bank acknowledges that the critical dimensions of bank service quality and their implementation in practical business terms varies as the customer profiles and customer experiences evolve. Some studies have found that bank service quality expectations vary by segments and by countries (Arasli et al., 2005), and by time. It is possible that the saliency of bank service quality dimensions may be situational and may also adapt as the context changes. The ‘speed of service’ reflects differences resulting from both customer characteristics and exposure to high-tech banking practices. For example, a......

Words: 2616 - Pages: 11