Reflection on Storytelling    Challenge and Selection

Working in the banking industry, I’ve come to learn that human connection is important

with my line of work. We communicate with people every day on various transactions and have  come to develop a relationship with them. The biggest local banks in the Philippines are almost  similar in terms of product offerings. Noticeably with bank employees, most of the population  seem to work with just a robotic type of service. The key selling point with our team is how we  serve our clients better.     Application

The key to customer retention is developing a trusted brand for yourself (and the bank),

to go above and beyond of the products that we sell to our customers. Our clients greatly  appreciate how we handle situations and communicate these with them. I greet my clients on  their birthday. We ask how their business is doing. I also take the time to explain products,  documents, and processes to them so that they understand how slow or fast the transaction will  be to manage their expectations. I repeatedly remind them that if they have any questions, they  can call me again and again. I appreciate the clients who keep calling since processes and policies  change as well. As a result, our clients have developed a mindset to call our bank first for anything  they need be it a personal or company request. I’ve had experiences wherein clients would call  me to explain what type of product they’re availing of even if it’s for a different bank as well. By  being the first in mind of our clients, we create opportunities to further grow the client’s business  and in turn grow the bank’s business as well.    Insight and Approach    Our bank has been promoting the behavior of client eccentricity. We’ve learned to help

our clients and cater to their needs. In the long-term scale, it has resulted in a continuous increase  of business transactions with our bank. It might seem like a small aspect of our work, but this  small step creates leaps of opportunities to grow for both the client and our bank.

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Author:  Sarah Roberto

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Creation Date:  7/8/21 4:52:00 PM

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Last Saved On:  7/8/21 4:52:00 PM

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