CUSTOMER SERVICE vs TELLER PART 1

Summary

In this video, the speaker introduces the process of making a simple dish, Negeri telur kecap, and transitions into explaining the role of customer service at a bank. The speaker shares insights about the responsibilities of a customer service representative, which include tasks such as assisting customers with banking services, selling products, and ensuring customer satisfaction. The speaker also touches on the advantages and challenges of the role, highlighting how customer service professionals maintain a high level of knowledge and interact directly with clients to provide solutions. The video gives a comprehensive look at the varied nature of this position.

Takeaways

• 😀 Customer service in a bank is all about meeting the needs and ensuring the satisfaction of customers.
• 😀 A customer service role involves many tasks, such as opening accounts, assisting with banking products, and resolving customer issues.
• 😀 Despite common belief, customer service jobs in banks can involve a lot more than just assisting customers at the counter.
• 😀 In customer service, you may also have to visit customers' homes to ensure better service and relationships.
• 😀 Working in customer service requires good knowledge of various banking products, including savings, loans, and credit.
• 😀 The role of customer service extends beyond just office hours, often requiring late hours due to the volume of tasks.
• 😀 As a customer service representative, you're expected to provide assistance, follow-up with customers, and even sell banking products.
• 😀 One of the challenges in customer service is that there is no quick end to the workday—there are often additional tasks after customer interactions.
• 😀 A key advantage of working in customer service is that there's minimal risk of handling cash compared to other roles like tellers.
• 😀 Customer service also helps maintain customer relationships by offering personalized solutions and ensuring satisfaction, which is reflected in customer feedback surveys.
• 😀 Overall, the customer service role is crucial for providing the best solutions to customers' needs and ensuring they feel valued and supported.

Q & A

What is the main dish being prepared at the beginning of the script?

The main dish being prepared is an Indonesian egg dish with soy sauce and salt, where eggs are mixed with soy sauce and salt, then cooked in a pan.

What are the key responsibilities of a customer service representative at a bank?

A customer service representative (CS) at a bank handles tasks such as opening accounts, changing cards, registering for mobile banking and internet banking, following up with customers, and selling banking products.

Why do customer service employees often work late hours?

Customer service employees often work late because their duties do not end once a customer transaction is completed. They still have additional tasks and follow-ups to finish.

What is the role of a receptionist in a bank's customer service?

The receptionist in a bank’s customer service is responsible for greeting and assisting customers as they enter the bank.

What does the job of a customer service representative include beyond serving customers in the bank?

The job includes going to the customers’ homes to address concerns, ensuring they are satisfied, and being available for follow-ups in case any issues arise.

How does a customer service representative contribute to customer satisfaction in the bank?

They contribute by providing assistance with banking products, answering inquiries, resolving issues, and ensuring that the customer’s needs are met promptly and thoroughly.

What are some of the products a customer service representative might promote at the bank?

A customer service representative might promote various banking products, including savings accounts, loans, and other financial products such as motorbike financing.

What are the advantages of working as a customer service representative in a bank?

The advantages include being well-informed about banking products, minimizing risk of errors (since most transactions do not involve direct cash handling), and being integral in customer satisfaction.

What are some of the challenges faced by customer service representatives?

Challenges include handling a wide range of tasks after a customer’s transaction is complete, managing customer expectations, and dealing with the varied nature of customer needs, which can be time-consuming.

What is the role of surveys in customer service at the bank?

Surveys are used to measure customer satisfaction, which helps the bank ensure quality service and identify areas for improvement.