Abstract
From both the management's and the customer's point of view, customer service is a component of a business that is needed by both the deliverer and the user. The paper discusses the concept of customer service and how this concept changes in a global environment, taking the international banking industry as an example. The paper shows that a bank in the US would have to operate differently in China, as it would have to be more attune to the needs of the Chinese consumers rather than the American customers, even though its base and corporate governance is American. The paper discusses Christopher Earley and Miriam Erez's book "The Transplanted Executive" which explores the issue. The paper also shows how most banking organizations base their plans and strategies on three tiers: Coordination Tier, Boundary Tier and Customer Tier.

From the Paper
"According to Schneider and Bowen [1995] in a service oriented organization, customers are the foundation for the business. Without them there is no business, therefore the main aim of the organization has to focus on servicing them, catering to their needs and meeting their expectations. For every organization and depending on the service that it provides, there are certain expectations and criteria that customers judge them. For example in the banking industry it is about in-depth knowledge of the industry, the monetary environment, the kind of services available as products and the speed at which the service is being delivered. Some of the common features that customers expect are security, trust and fairness in dealings, which is what service excellence is all about."

Tags:multicultural, credit, investment

Abstract
This paper gives an in-depth examination of the decline in customer service in modern business, which has spread across all industries. In particular, the paper considers customer service in a bank. Management of a bank that wants to improve customer service has to do more than just respond to complaints when they arise. Management should also want to correct and improve things before they become issues. This paper suggests ways to do so.

From the Paper
"The decline in customer service in modern business has become almost a cliche, spreading across all industries. Banks are one business mentioned in media reports. Management of a bank that wants to improve customer service has to do more than just respond to complaints when they arise. Management will certainly want to correct problems the customers consider important enough to bring to their attention. However, management should also want to correct and improve things before..."

Tags:banking, customers, service

Abstract
In this article, the writer takes a look at the Commerce Bank. The writer focuses on the Bank's priorities in the area of customer service and discusses its treatment of clients.

From the Paper
"For Commerce Bank, customer service has been a top priority by providing a "WOW" experience for them. - Bank branches have been referred to as 'stores'. - Commerce offered weekend and evening hours prior to other competitors to stay ahead of the competition. - Coffee and newspapers were offered as benefits in each branch for customers to access freely. - Drive-through windows offered the convenience of allowing customers to stay in their vehicles while engaging in a financial transaction. - Four different checking accounts were offered to customers and gifts were given to those who opened new accounts. - Employees often escorted customers to their cars when it was raining, protecting them with Commerce umbrellas."

Tags:commerce, bank

Abstract
The paper explains the importance of customer service in the banking business and examines banks with unusual or extraordinary customer service policies. The paper looks at Sovereign Bank's "Red Carpet Service" policy, Citizens Bank's website with its on-line suggestion box, M&T Bank's payment assistance for loan customers, Commerce Bank's opening hours and Omega Bank's courtesy coverage for their customers. The paper then focuses on the role of bank employees in following the bank's customer service procedures and relates the outcome of two banks who were contacted with customer complaints. The paper concludes by proposing a customer service policy for all banks.

From the Paper
"Banks are a service-related business. There is only a certain number of ways banking services can be offered to customers. With that in mind, one of the most effective ways to get customers' attention is to focus on customer service. Customer service policies need to be developed and designed to keep current customers happy, as well as, attract new customers. Another thing to consider is the use of the internet. Most banks have on-line access. Customer service policies must be designed to include extreme security measures while maintaining ease of use for the customer."

Tags:employees, complaints, respect, feedback

Abstract
In an attempt to improve customer satisfaction, banks around the world are training and empowering employees directly involved in service delivery to undertake a broad range of tasks. The paper looks at what are the skills necessary to improve customer satisfaction, how to calculate the level of customer satisfaction, and methods of training employees to improve their ability to satisfy customers.

From the Paper
"In analyzing customer satisfaction as an adjunct of qualified activity-based management (ABM) four activities are typically considered: Costs, Quality, Time and Innovation. Most of the emphasis in the current business literature focuses on activity-based costs (ABC) and TQM (total quality management). This is probably because ABC and TQM are easier, or more convenient to measure. Results are more quantifiable. The analysis of time and Innovation are harder since those two terms dip into areas like "mind," "motivation," and other terms that are hard to chart and analyze (Trapp, 1997)."

Tags:banking, employees, innovation, motivation, service

Abstract
This paper examines three on-line banking websites--Washington Mutual, Chase and Wells Fargo--by using several criteria such as overloading, consistency of image, grammar and spelling, speed of loading, functioning links, ease of use and overall impression: The Wells Fargo website was judged to be the best. The author stresses that banks must consider the requirements for protection of rights and interests of depositors, establishment of stability and confidence in financial markets and requirements for economic development in both their brick-and mortar and online operations. The paper relates that e-Business has changed the way in which banks must operate in the areas of customer relations (CRM), the banking supply chain, customer-based marketing that provides many customers services and immediately becoming an international entity through their presence on the internet.

Table of Contents
Introduction
Evaluation of Web sites
Washington Mutual
Chase
Wells Fargo
How Web Sites Differ
Washington Mutual
Chase
Wells Fargo
Bank Supply Chain in a Brick-and-Mortar Setting
Web Site Supply Chain Modifications
Marketing Tools
Washington Mutual
Chase
Wells Fargo
Customer Service
Washington Mutual
Chase
Wells Fargo
Legal, Ethical and Regulatory Issues
Security, Confidentiality and International Issues
Washington Mutual
Chase
Wells Fargo
Conclusion

From the Paper
"To compete successfully in the highly competitive marketplace, banking Web sites must strive every day to deliver consistent levels of performance and experience as perceived by users. Site performance must be formatted to accommodate speed reliability factors, and display what type of company they portray themselves to be. There are ten areas that Web sites are measured against: Response time (over high speed, DSL, and dial up connections), response consistency, geographic uniformity, load handling, page design, network connectivity, site reliability, and outage hours."

Tags:crm, international, competition, evaluation, customer

Abstract
This paper discusses some aspects of the retail banking industry, and a particular retail bank is utilized as an example, which is RBC Dominion, located in the Canadian market because it has managed to avoid most of the negative market turmoil in the United States. This industry and institution are utilized as a framework within which to examine several change management models which are systems theory and creative destruction. These change management models are viewed as being adept an introducing innovation and more effective research and development processes within compromising customer service and customer retention.

From the Paper
"This document discusses some aspects of the retail banking industry. A particular retail bank is utilized as an example which is RBC Dominion located in the Canadian market because it has managed to avoid most of the negative market turmoil in the United States. This industry and institution are utilized as a framework within which to examine several change management models which are systems theory and creative destruction. These change management models are viewed as being adept an introducing innovation and more effective research and development..."

Tags:retail, banking, change

Abstract
The literature presented in this paper shows that the online banking service is vulnerable to attacks from Internet-savvy hackers and thieves. The paper argues that it is not totally safe to perform online banking and bases this opinion on the facts as presented in the body of literature available. It explains that the most important thing a customer can do - and banks can do - is stay informed and utilize cutting edge security systems, including virus scans and virus removers. Another important thing a customer should do is make sure that he or she is protected against financial loss, in particular if the bank is responsible for the breach in security. It concludes that if a bank refuses to offer written contractual assurance against Internet theft as a result of flaws in its server or other technologies, a customer would be wise to change banks.
Security on the Web - What are the Key Issues for Major Banks?
Abstract
Introduction
The Internet's History
Online Banking: The Problems, the Concerns, and the Possible Solutions
Cyber Corruption
Conclusion

From the Paper
"The age of digital technology - email, Web-driven high-speed communication and information, online commerce, and more - has been in place now for several years, and has been touted as a "revolutionary" technological breakthrough, and for good reason: This technology presents enormous new business opportunities. For example, by moving the key element of marketing and sales from local and regional strategies onto the global stage, and by providing dramatically improved customer convenience, the Web offers medium, small and large companies - including banks - unlimited growth potential."

Tags:hackers, safety, internet

Abstract
This paper lists and includes the text of 12 articles on reasons that customers are leaving banks for other banks.

Tags:attrition, customer, bank, customer service, security, data, internal marketing, fees, price, service, promotional gifts, panic, de novo banks

Abstract
This paper discusses individual commercial banks and how they service their customers. It analyzes the quality of banking services that a customer gets and how the services are provided to the customer. It describes the three main channels for banking today - through branches, through the internet and on telephone.

Table of Contents:
Introduction
Chapter I
How Internet Banking Has Grown In The Last Decades, Especially Regarding New Product Being Offered
Evolution of Internet Banking
Present Status and Profile of E-Banking Offered By Banks
Nature of Product Offered
Chapter II
The Operations of Banks In Different Areas: What Is The Contribution?
Effects of E-Banking on Banking Operations: What Is The Contribution of Internet Banking Toward The Business?
Chapter III
General Benefits of Banks From E-Business and Other Communication
Performance Measurement
Chapter IV
Reality of System Risks and Control
Conclusion

From the Paper
"To understand the relationship that can develop between the Internet and banks, one has to first understand the nature of both these items. The first to be understood is the banks. So far as banks are concerned, at the beginning of the twenty-first century, central banking which is the source of all banking activity would appear to be at a crossroads in their future. Earlier it was the lender of last resort, active participant in stabilizing economic fluctuations, and now the present main function is being the guardian of price stability. As it is still the monetary authority, much is expected from them. At one stage, fiscal policy was considered to be the main instrument of economic policy, the situation changed to an ascendancy of monetary policy and that was noted by the late 1980s in most parts of the industrialized world. This had a lot of implications for the role of the central bank."

Tags:banking, services, braches, internet, telephone