Competing with time-saving service

Article Abstract:

Organizations can become more competitive by concentrating on process convenience, which involves providing customers with quick, convenient service. Businesses should offer services in the right place, at the right time, and in a short amount of time. First National Bank of Chicago has effectively improved customers' convenience through such strategies as using an electronic queuing system, encouraging tellers to provide better service by increasing their pay and recognition, and lengthening business hours.

DEPOSITORY INSTITUTIONS, Customer service, Speed, First National Bank of Chicago (Chicago, Illinois)

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On the complaints trail

Article Abstract:

Companies need to fully utilize their bank's complaints procedure in order to have their complaints recognized. The British Bankers' Association's Statement of Principles aids banks and companies in working together. Bank customers can avail of the services of the Banking Ombudsman for free and banks are constrained to accept the ruling of the Ombudsman. The Ombudsman will try to settle the customer's grievance through conciliation.

Commercial Banks, Commercial Banking, Management, Consumer complaints

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