Cleaning out some old files on my Macbook I came across some customer service notes from my days @XYZ bank (XYZ=Small/Mid size bank). These suggestions were submitted by Information Technology, Proof (Item Processing) and New Account users. I reduced the list to include the most common we see in our daily interactions with banks.
5 Ideas for Improving Customer Service
1) Have bank staff available to greet customers as they come in the doors.
2) Communicate organizational values periodically to all bank staff as well as customers. A mission statement would also be helpful in this regard.
3) Educate employees on all Bank services offered.
4) Initiate telephone training for new employees and as needed for existing employees.
5) Hold department meetings regularly in order to give supervisors a chance to hear what customers are communicating to employees.
The 5 suggestions listed are a good base for increasing customer relations and increasing the detection/prevention of social engineering attacks. These are good suggestions for small/Mid size banks that depend on customer service as their market niche.