October 2018
Intermediate to advanced
400 pages
9h 20m
English
Content preview from Relationship Management in Banking
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08
Customer service and portfolio planning
This chapter reviews service levels, service quality, key account management and portfolio planning, all of which need to be at the forefront of relationship management.
After completing this chapter you will be able to:
- define a customer;
- describe the customer value proposition;
- define service quality and describe how it is measured;
- identify service quality gaps and how they can be identified;
- assess a customer complaint and state the timescales for dealing with them;
- value and manage key accounts;
- evaluate Cope’s Seven Cs of Consulting and apply them to relationship management.
Introduction
In this chapter we explore what is meant by customer service, and what can happen ...
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.