#139 [Business Management, CSR, Games] Bank Chairmen and Interior
Designers, Are You Satisfied With Your Accounts Opening Experience?! 20260118(2/2)
4. Please
Be Invited and Share How You Manage Cross-Regional Work
Performance for your Clients with Multiple Business Locations or they are
Multinational Groups.
Please interested banks and service providers
of all the industries (described as: service providers) share how you do or
your opinion on the following questions, all issues are applicable to B2B, B2C
or B2G types of companies or organizations; thank you!
(1)
Please service providers let people know what kind of
integration service you are able to provide for clients who operate their
business in multiple locations or they are multinational groups?!
-
Have you publicly disclosed this particular advantage?!
-
In case, there are clients of this type at a location
where you have no branch to provide immediate service, how you will handle it?!
Furthermore, have you already provided differentiated services based on
clients’ status?! For example: VIPs clients or clients of what status would
make you consider providing those services in need but not available at their
locations in the beginning and your consideration is based on your business
cost and benefit result?!
-
And, services users, what are those services impressed
you most?! It was you requesting for using those services or they are one of
those excellent service with high quality provided by the services providers?! Please
share the cases and the name of the service providers just like I mentioned Standard
Chartered Bank in the beginning. Thank you!
(2)
Service providers, please let people know how you define
work KPI for your (1)?! And how you manage your service quality would achieve
those KPI you have defined?!
(3)
This blog would like to use this case to consult you: You
are the service provider, T, A is your particular client and A operates the
business in multiple locations, A’s headquarters is in Tainan City, it was T’s
outstanding service clerk, X, to contact A’ CFO, Emily; after Emily has
reported to President and Chairman, it was almost confirmed that A will use T’s
service provided by X. Finally, due to unknown reason, T’s service clerk in
Taipei City, Y, contacted A’s President, Annie, then, Annie told Emily that Y
is the responsible person for T in the future. In this real case, all X can do
was to exit from this program silently.
It was not a good situation, please comment
how you will avoid situation like Y from its happening?! In above case, is it
possible you will lose this excellent X?! Why?!
5. Please
Comment: Refusing to Provide Service is the Highest Level of Service Quality.
Questions are answers in above
situations, however, are you able to meet those expectation?! Or, you only want
your staff to meet the goal and you cannot follow those rules?! Why?!
(1)
To reject to collaborate for those violate the laws and
the policies of your companies is your work commitment of providing the highest
service quality for your clients. Do you agree?!
(2)
Does your bank accept gifts from clients or vendors?!
Would you agree that refusing gifts is, in itself, providing the highest
quality of service?! By doing so, you demonstrate a professional commitment to
laws and policies; this is a noble spirit of service and who could possibly
criticize you for refusing a gift?! Could it be only yourselves?!
It is a fact that even banks with high
brand reputations still have instances where they accept gifts from [clients].
But, does your policy allow it?! Are you able to make your policies public and
ensure your actions are consistent with them?! How you achieve this?!
Do you accept whistleblowing reports?!
How the process is handled?! This blog cordially invites you to share your
management model. Thank you!
(3)
Regarding your internal professional training: do you
support your employees to have the courage to refuse a client's improper
requests?! Or, are the policies you define your staff needs to follow is
vague?! Do you make your employees to
bear the pressure of client behavior on their own?! (For example: being given
gifts, being asked for personal contact information, being repeatedly targeted
for specific service requests, or being shouted at and mocked... are your
employees expected to just accept their misfortune?! Furthermore, is it
acceptable for supervisors to ignore these issues and fail to act?! Do you
accept whistleblowing reports?! How you handle those reports?!)
(4)
May I know: Are you able to easily describe those work
behavioral attitude you want your employees to act at work, in the attitude
aspect (not those work details), can all your senior executives, President, and
Chairperson all live up to these standards?! Why?! Do you only require
frontline employees to achieve them?! Why?!
Examples include: refusing gifts,
not disclosing any client data, and not violating laws or company policies.
(5)
Do the items for improvement mentioned above apply to
your company?! How you achieve zero defects?! Or, how you manage to minimize
defects?!
Please provide your comments.
Thank you!
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Wishing
you good health, peace
and safety and happiness, and
abundance.
