Customer experience at the focus of Credins Bank executives
The implementation of the program for the increase of efficiency of sale power, which Credins Bank started as a pilot project some four years ago, has now extended to all the offices of the bank’s network, is contributing to a new communication culture with the customers and in the improvement of the bank’s reputation.
This program has changed the approach to the client, has increased proactivity and, what is important, has had a significant impact on the climate of the staff.
Since the start of the project, the results gradually showed that work could improve, while evaluating the individual, boosting teamwork, and bringing constant improvement to Credins Bank.
The program has involved new incentive schemes, but also an intense dialogue between staff at the offices and senior executives.
“A coffee in Credins” is a form of informal meeting with the participation of the executives of the bank, where, in a free conversation with the best tellers of Credins, the achievements are identified, followed by feedback from customer expectations, but also highlighting the hardships and the needs for upgrading logistics, products, and so on.
During Wednesday’s conversation with Chief Executive Officer Mr. Maltin Korkuti, the staff said that this project not only has increased awareness but has also resulted in an enhanced ambition for further results.
CEO Korkuti, in turn, informed employees that the bank’s focus, in line with technological developments, is to create a more positive atmosphere for the customers and to optimize the customer-bank relationship through digitalization of products and further automation of the work processes.
The main effect of this approach is to give office staff more time and opportunities to listen to and understand customer needs by making them experience their presence in the bank and to consider Credins Bank as a partner of their journey towards success.
The meeting closed with an award for best-selling tellers, who won tourist trips.
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