Managing Customer Relations in the Banking Industry. Customer Service

Research Paper (postgraduate) from the year 2014 in the subject Business economics - Banking, Stock Exchanges, Insurance, Accounting, grade: B, ( Atlantic International University ) (School of Business and Economics), course: Ph.D. Economics, language: English, abstract: The main aim of this study has been to identify the possible causes of customer dissatisfaction. The specific objectives of the study were examined, the degree of cordiality and adversity of the relationship between management and staff and how these influence positively or negatively customer relations of banking organizations, a case study of Sahel Sahara Bank. The study is to assist the management of banking organization towards ensuring improved customer relations by offering incentives, customers' relations training for employees and organizing seminars and workshops to raise employees' level of professionalism. The researcher employed the quota sampling technique to specifically make a selection of the groups of management, staff, customers and other users of the Bank to whom questionnaires were administered until the required numbers of respondents were reached. In all, sixty (60) questionnaires were distributed. Out of these, ten (10) were administered to the management of the bank, twenty (20) to its employees and thirty (30) to customers who had visited to transact business at the bank's premises on those faithful days of questionnaires administration. The study revealed that management and customers to the Bank asserted that customer relation training were the best tool for building customer relations to provide the needed skills for quality service delivery. Employees were also of the opinion that monetary incentive or rewards though important might not do much in improving customer relations but rather receiving customer relations training would equipped them better. There is therefore the need for management of banking organizations particularly the Sahel Sahara Bank to integrate th

David Ackah a Ghanaian Professional Holds Ph.D. in Economic Development in Africa, MSc. Economics from the United State of America, Bachelor Degree in Accounting, Post Graduate Diploma in Logistics and Supply Chain Management, Post Graduate Diploma in Project Management, & Post Graduate Diploma in Customer Relationship Management. He also holds a Diploma in Marketing from Institute of Commercial Management (ICM UK), Standard Diploma in Sales Management from Managing & Marketing Sales Association (MAMSA UK) and a certificate in Marketing & Salesmanship from the Institute of Export and Shipping Management. David Ackah holds "Fellow Chartered Membership" (Highest Grade Membership) from the following Institutions, Institute of Project Management Professionals Ghana, Chartered Institute of Supply Chain Management, Ghana, Chartered Institute of Project Management, Nigeria, Institute of Certified Economists Ghana, & Chartered Institute of Customer Relationship Management, Nigeria. David Ackah is the President of Institute of Project Management Professionals and a Senior Lecturer and Internal Auditor of Golden Sunbeam University College of Science & Technology (both School of Business and Administration) with an oversight of administrative and accounting procedures as well as planning the long-term auditing strategy for the onward development of the University. He provides operational support, monitoring and periodic review of administrative auditing to ensure the achievement of the vision and goals of the University. David Ackah is an author of five Internationally Published Books in the areas of Business, and about forty-two Articles Published in the International domain. He has a total University teaching experience of 5 years, and a total professional experience of 8 years in Manufacturing, Pharma marketing, Sales/Distribution, administration, Economics & finance.