HSBC Life’s Post

in this short video, we present a real-life scenario that highlights the importance of effective communication in resolving customer issues in the banking sector. The conversation between Mr. zakrya (the customer) and Mr. Karim (the bank service representative) shows how the bank’s quick response and focus on security can make a big difference in customer satisfaction. This interaction emphasizes the importance of addressing delays promptly and professionally to ensure customer trust. Watch the video to see how #EffectiveCommunication and #CustomerServiceExcellence can turn challenging situations into positive experiences. #CIB_Summer_Internship_2024 #CustomerService #EffectiveCommunication #BankingExcellence #ProblemSolving #TransactionSecurity #CustomerFirst #CIB #CIB_Egypt #Phase2

EY Canada’s newest report, “Unmasking loyalty scheme fraud”, serves as an actionable guide to help organizations protect the integrity of their loyalty scheme programs and maintain customer trust. Find out how you can strengthen your defences against loyalty fraud here: https://ow.ly/iTtH30sFEoq #EYCanada #FinancialServices #BetterWorkingWorld

Excited to share my experience specializing in resolving packaged bank account issues as a Complaint Handler at Lloyds Banking Group. 🏦 In this role, I've: 🔍 Handled customer complaints with empathy and professionalism, ensuring thorough investigation and resolution. 📝 Ensured all resolutions comply with financial regulations and internal policies. 📁 Managed a high volume of cases efficiently, maintaining accuracy and attention to detail. 💬 Provided clear, concise responses to customers, explaining complex financial products clearly. 🔄 Identified recurring issues and collaborated with teams to enhance customer experience. What I've learned: 💡 Importance of listening to each customer's unique situation. 💪 Effective problem-solving under pressure. 🤝 Value of teamwork and communication for exceptional service. 📚 Staying updated on regulatory changes and ensuring compliance. My Achievements: ✅ Successfully resolved complaints, increasing customer satisfaction. 🏆 Received commendations for exceptional handling of complex cases. ⏱️ Played a key role in a project reducing resolution times. Working at Lloyds Banking Group has been rewarding, allowing me to grow professionally and positively impact our customers' banking experience. Passionate about delivering high-quality service, I look forward to continuing to make a difference in the financial services industry.🌟 Now I am open for more opportunities! #Banking #CustomerService #ComplaintHandling #LloydsBankingGroup #ProfessionalGrowth #CustomerExperience

How long do you expect to wait when you call your bank? Because 37 seconds is phenomenal! We’ve had huge news for our hardworking, 100-strong contact centre team – we’ve made it into the Academy Awards of the customer service world, the CSIA awards! Up against some of the biggest names in Australian business, we’re through to the final five in the ‘Service Excellence in a Large Contact Centre’ category. It’s all thanks to an energized workforce that’s worked tirelessly to redesign and evolve our contact centre (and helped so many Australians on their home ownership journey). The results? ·        Average call wait times down to 37 seconds ·        Average wait times for our scam support line down to 7 seconds ·        Calls abandoned by customers down to a low 1.7%. The real proof comes from surveys of our customers, who are huge backers of our bank and advocate for us at industry-leading levels. That’s matched by our dedicated team – in a high turnover industry, our people leave our contact centre at less than half industry average. Around a fifth of our team have also gained experience in our financial crime, hardship and operations teams, giving them great opportunity to learn and advance their careers. Our Chief Operating Officer Naushad Ahmed said: “I think the work our team has done is nothing short of phenomenal. “They’ve moved to an ‘always improving’ mindset, taken on board customer feedback and driven improvements that are giving thousands of customers better opportunities to bank when and how they wish, and with less effort.” So who are the awesome people in our contact centre? We’ll be meeting them in an upcoming post soon – stay tuned! #customerowned #awards

Build Unwavering Customer Trust – Secrets Revealed! Hoping to gain your customers' trust? Did you know maintaining consistent branding across all channels is key to building strong loyalty? HSBC UK strengthened its customer trust and loyalty by maintaining consistent global branding. Ensure your brand is consistent to build trust. Interested? darren@281creative.com #CustomerTrust #ConsistentBranding #LoyaltyBuilding

Join Tata Consultancy Services at the American Bankers Association Conference for Community Bankers - February 11- 13, 2024 | JW Marriott San Antonio Hill Country | San Antonio, TX | Booth 1012 Is your data confined within your core banking system or concealed within isolated data silos hindering complete understanding of customer behavior & their needs? Do your business users rely on reports and data that lack the insights needed to surface attrition blind spots and foster growth? Do you rely on ‘one-size-fits-all’ campaigns that may not address customers unique needs resulting in missed business opportunities? Meet with our industry experts at American Bankers Association Conference for Community Bankers to discover how TCS Customer Intelligence & Insights™ for banking can help you unlock your core banking data to deliver personalized CX, reduce churn, and increase customer lifetime value. Connect with David Ochi,(mailto:David.orchi@tcs.com) to set up a meeting at the event. #TCS #CII #ABA #cxtransformation #cxinsights #cxinnovation

In customer experience, you're addressing three key dimensions: Physical, Mental, and Emotional Experiences of a customer. Each plays a crucial role when customers have a delightful experience at a branch. By understanding and enhancing these experiences, we can significantly elevate our bank's services, strengthen our reputation, and amplify our brand's voice. The quality of our services now speaks volumes about who we are. Had an incredible session at L&D focused on elevating customer experience for our new hires and the latest batch of relationship managers at HBL. The session was both insightful and engaging, with participants leaving motivated to deliver exceptional, "wow" services to our customers every day. #CustomerExperience #LearningAndDevelopment #HBL #WowServices #RelationshipManagement #ContinuousImprovement #CustomerExperience #BrandReputation #ServiceExcellence #Banking #CXStrategy

Unlocking Customer Service Secrets Learning from American Express and Citigroup. The CSR is the ultimate salesperson! 💯 #JeremiahWebb #businesscoach #acca2024 #businessowner #HVACSales #csr #CustomerService #customerservicerepresentatives @followers #AmexPlatinum #Citigroup #americanexpress

⚽ Just as every team in the #Euros needs a winning strategy, your customer service team deserves a game plan that ensures peak performance! ⚽ Discover how QStory helps NatWest Group to identify and reinvest 400,000 hours each year into offline activities such as training and 1-2-1s, all while protecting customer service levels. https://hubs.ly/Q02FyRql0

Yesterday marked the one year anniversary of Consumer Duty; new regulation from the Financial Conduct Authority to set higher and clearer standards of consumer protection across financial services.   At BNP Paribas Personal Finance UK we have embraced Consumer Duty as a positive step for our industry as it will ensure that there is greater consistency in driving positive outcomes for customers.    Through our ‘We think customer 1st’ programme of transformation we have translated Consumer Duty in three simple, and actionable, Customer Commitments. 💡 We help make life easier 🔎 We keep things clear and simple ✅ We do the right thing    To thank colleagues for their continuing focus on improving the experience for our customers we celebrated with a giant cake which was a big hit! The cake was cut by Penelope Clarke, COO of BNP Paribas Personal Finance UK, and she was joined by Stephen Hunt and Richard Newland, Chief Customer Officer.   Stephen Hunt FCA, CEO of BNP Paribas Personal Finance UK, said: “Delivering good customer outcomes is simply doing good business. It’s about providing our customers with products they can have confidence in, delivered by an organisation they can trust. Our journey continues to champion the customer in all we do.”   #WeThinkCustomer1st #ConsumerDuty