Objectives On completion of this tutorial, you will be able to:

• Recognize the importance of bank operations to customer service
• Recall how customer experience depends on both what is delivered and how it is delivered
• Recognize the components of good customer service
• List the benefits of having a good customer service
• Identify the front, middle and back functions in a typical bank
• Recognize how customer service & satisfaction is measured
• List the key elements to delivering a good customer experience in a digital banking context

Tutorial Overview For consumer (retail) banks that succeed in delivering superior customer service and experience, the rewards can be significant in terms of cross-selling opportunities, less price sensitivity on the part of customers, and the recruitment of active advocates for the bank. This tutorial examines the techniques and metrics employed to ensure high levels of customer service and retention, going beyond traditional customer service to explore the wider realm of customer experience (the sum total of all bank-customer interactions). Prerequisite Knowledge Business of Consumer (Retail) Banking Tutorial Level: Introductory Tutorial Duration: 45 minutes