Counter Service

Service Industry like Banking, Insurance, legal, accountancy, etc. attaches high value to counter and customer service. Standards have been devised and put into practice to attain the highest possible standard of Counter/ Customer service turning it into earnings for the bank or any other service entity.  Remember you are in business because of your Customer. The customer has been kind reposing his confidence in you and your business. Remember repeat business is your success: only satisfied customers can provide repeat business. Those organizations are in a business that gets repeat business. The customer expects of you Courtesy, friendliness, and help. You ought to be positive and understand his favor. Therefore you should be always ready to ensure that you;

•  Are punctual and available on your counter as early as possible as but not later than the start time.
•  Are properly dressed,, neat, and clean as per the requirement of the business.
• are wearing a smile on your face.
• Keep your voice low and pleasant.
• Have eye contact with customers for as long as it is possible.
• Know the detail of his duties and business at the desk.
• keep your desk clean and properly arranged.
• Have necessary Literature regarding the subject of the desk is available in sufficient quantities.
• Have necessary stationery is available on the desk.
• Have token Machine available and in working properly.
• Attended customer after the token call.
• Never ignore your customer waiting on you.
• Do not keep your customer waiting.
• Greet your customer and be polite and friendly.
• Remember politeness should not compromise your professionalism and rule & regulations of business.
• Listen to your customer intently. Understand his issue and be positive.
• Act visibly to remind the customer you are interested in resolving his issue and extending your help.
• Take care in selecting words while interacting with customer.
• No loose talks and no uncalled for enthusiasm.
• No arguments and no unrelated discussions and parlays.
• Give an impression to the customer that he is important to you and the institution.
• Attentive, polite, courteous and friendly.
• Handle the situation tactfully while making refusal/denial.
• Never try to dupe/ misguide your customer.
• Never say “I do not know” rather refer him to a senior colleague for help and guidance.
• Occupy a position/desk entails your competency.
• Do not discuss customer business at the counter without his consent.
• Act as professional and at the same time decent in your actions/ movements.
• Do not leave your desk while customers are in waiting.
• Attend one customer at a time.