Customer Care-Specific Attributes in Bank Performance

This book examines the critical role of customer care in the performance of deposit money banks. It commences with a background to customer care, highlighting its importance and evolution in the banking industry. Pinpointing unique customer care attributes such as communication skills, product knowledge, empathy, and time management are analyzed in detail. The book then connects these attributes to performance aggregates like financial indicators, customer satisfaction, and operational efficiency. Case studies to demonstrate best practices, while approach for implementing successful customer care is elaborated, focusing on skills, training, technology, and examination. The book concludes with future directions, prioritizing the evolving role of customer care and the challenges ahead in the banking sector.