4.18 Get it Right the First Time All staff should be knowledgeable about business products and requirements Before the customer leaves the branch, the staff member must ensure that all instructions are clearly signed and checked against all requirements. Confirm understanding by repeating instructions to the customer If in doubt, always ask your supervisor/Manager. 4.19 Know your Customer Take keen interest in the customer by finding out more about them e.g. Who they are, what business they are engaged in, who their customers are, their family etc. (Do not pressure them if they are not willing to reveal this information) This information can provide sales leads for more business It will help us discover and anticipate customer’s needs so as to fulfill them. It will also enhance positive identification Knowing your customer also will help to curb frauds 4.20 Communication 4.21 Verbal/ Oral communication This is the most common form of communication, which involves speaking and listening to people face-to-face or via the telephone. Therefore when speaking to both internal and external customers, we should endeavor to be: Courteous Polite Civil Respectful 4.22 Non- Verbal Communication (Body Language)
4.18 Get it Right the First Time All staff should be knowledgeable about business products and requirements Before the customer leaves the branch, the staff member must ensure that all instructions are clearly signed and checked against all requirements. Confirm understanding by repeating instructions to the customer If in doubt, always ask your supervisor/Manager. 4.19 Know your Customer Take keen interest in the customer by finding out more about them e.g. Who they are, what business they are engaged in, who their customers are, their family etc. (Do not pressure them if they are not willing to reveal this information) This information can provide sales leads for more business It will help us discover and anticipate customer’s needs so as to fulfill them. It will also enhance positive identification Knowing your customer also will help to curb frauds 4.20 Communication 4.21 Verbal/ Oral communication This is the most common form of communication, which involves speaking and listening to people face-to-face or via the telephone. Therefore when speaking to both internal and external customers, we should endeavor to be: Courteous Polite Civil Respectful 4.22 Non- Verbal Communication (Body Language)
opportunity_customer_service_policy.docx