An Overview of General Banking - BRAC Bank

04th May 2010

ToMohammad Zakir Hossain Sharkar (Supervisor)Senior LecturerBRAC Business SchoolBRAC University

Sub Submission of Internship Report

Dear Sir

This is my great pleasure to submit the Internship report of my 3 months long Internship program in the BRAC Bank Limited in the Customer Service Department The title of the report is ldquoCustomer Care Service in BRAC Bankrdquo This report has been prepared to fulfill the requirement of my internship program at my assigned organization in the BRAC Bank Limited

I have put my best effort to make this report a successful one It has been joyful amp enlightening experience for me to work in the organization amp prepare this report However this has been obviously a great source of learning for me to conduct similar types of studies in the future

I would like to express my sincere gratitude to you for your kind guidance amp suggestions in preparing the report It would my immense pleasure if you find this report useful amp informative to have an apparent perspective on the issue I shall be happy to provide any further explanation regarding this report if required amp please do not hesitate to call me if you have any query on this report or any other relevant matters

Sincerely Yours

Sakshar BaruaID No 06304013

Back ground of the study

At the very arena of globalization and technological innovation banking business has

become more competitive To cope up with this bankers should have huge theoretical

knowledge and professional skill as well as technical basis As a BBA student I felt that

banking is an excellent area to gather some practical knowledge With a view to develop

skilled professional in banking area BRAC University has undertaken the internship-

training program for its BBA students As a partial and essential requirement of the BBA

degree on authorityrsquos instruction I have selected the BRAC Bank Limited one of the

prominent banking institutions of Bangladesh to acquire some practical experience in

banking especially in the correspondent banking program It would not be out of place to

mention here that during the course of the program I had to perform several duties

Origin of the Report

This report is an internship report prepared as a partial fulfillment of requirement for the

completion of the BBA (Bachelors in Business Administration) from BRAC Business

School Department of BRAC University The primary goal of the internship was to

provide an lsquoon the jobrsquo exposure to the student and an opportunity for translation of

theoretical conceptions in real life situation We the students were placed in enterprises

organizations research institutions as well as development projects In this connection

after the completions of the BBA program I was assigned to the BRAC Bank Ltd for

Practical orientation I chose the topic ldquoCustomer Care Service of BRAC Bank Limitedrdquo

for my internship report under the supervision of Mr Zakir Hossain Sharkar Senior

Lecturer BRAC Business School BRAC University This report has been prepared on

my practical experiences from 17th January to 16th April 2010 in BRAC Bank Limited

Momin Road Branch

Objective of the Study

General Objective

The general objaective of preparing this report is to fulfill the requirement of project

work as well as completion the BBA Program through gaining the experience and view

the application of theoretical knowledge in the real life Also find out the Operational

Process of the Bank and itrsquos over all Performance

Project Objective

The objectives of this report are the followings

Get introduced with the idea of ldquo Customer Service Qualityrdquo in BRAC Bank Ltd

Introduce with the Bank service quality assesment tools

Techniques to win a strong customer base

To know the expectations of customers of BRAC Bank

Scope of Report

The report covers overall customer care activities and procedures of the BRAC Bank

Limited This report especially emphasizes on Customer Service Quality

Methodology

To make the report more meaningful and presentable two sources of data and information

were used widely Both primary and secondary data sources were used to prepare this

report The nature of this report is descriptive with some survey or using sampling

method

Data Collection

Both the primary and secondary forms of data are used to make the report more rich and

informative

The details of these sources are gives below

Primary Sources

Most of the information was acquired by discussing with the officers working in

the Momin Branch of BRAC Bank Ltd

Observation and work experience with different divisional in-charges and

suggestions of many executives of the bank

Secondary Sources

Annual Report of the BRAC Bank Limited

Various books articles compilations etc

Websites of the Bank

Instruction circular of Head Office brochures of different banks newspapers and

magazines regarding banking issues and so on

Limitations

Finally I want to talk about my limitations that I had to face during the completion of the

report On the way of preparing of this report I have faced following problems that may

be termed as the limitation of the study

Only three months are not enough to understand the overall operations of a

commercial bank

Bankrsquos policy of not disclosing some sensitive data and information for

obvious reason posed an obstacle to the practical orientation that could be

very much useful

Non-availability of data and information that are more recent on different

activities of BBL was a great difficulty to depict the actual and up-to-date

business position of the bank

Though I have prepared many reports before I had no experience of

internship So inexperience is one of the main constrains of the study

Organization Profile

BRAC Bank Limited a scheduled commercial Bank commenced its business operation in

Dhaka Bangladesh on 4 July 2001 The Bank is mainly owned by the largest NGO in

Bangladesh ndash BRAC The Bank has positioned itself as a new generation Bank with a

focus to meet diverse financial needs of a growing and developing economy The Bank

has embarked with an avowed policy to promote broad based participation in the

Bangladesh economy through the provision of high quality banking service based on latest

information technology The Bank will ensure this by increasing access to economic

opportunities for all individuals and businesses in Bangladesh with a special focus on

currently underserved enterprises and households across the rural-urban spectrum We

believe that increasing the ability of underserved individuals and enterprises to build their

asset base and access market opportunities will increase the economic well being for all

Bangladeshis

Goals

BRAC Bank will be the absolute market leader in the number of loans given to small

and medium sized enterprises through out Bangladesh It will be a world - class

organization in terms of service quality and establishing relationships that help its

customers to develop and grow successfully It will be the Bank of choice both for its

employees and its customers the model bank in this part of the world

Vision

ldquoBuilding a profitable and socially responsible financial institution focused on Markets

and Business with growth potential thereby assisting BRAC and stakeholders build a

just enlightened healthy democratic and poverty free Bangladesh

Mission

Sustained growth in small amp Medium Enterprise sector

Continuous low cost deposit growth with controlled growth in Retained

Assets

Corporate Assets to be funded through self-liability mobilization Growth in

Assets through Syndications and Investment in faster growing sectors

Continuous endeavor to increase fee based income

Keep our Debt Charges at 25 to maintain a steady profitable growth

Achieve efficient synergies between the banks Branches SME Unit Offices

and BRAC field offices for delivery of Remittance and Banks other products

and services

Manage various lines of business in a fully controlled environment with no

compromise on service quality

Keep a diverse far flung team fully motivated and driven towards

materializing the banks vision into reality

A Brief Overview on Service Quality Hand Book of BRAC Bank

IntroductionBRAC Bank is on a journey to establish world-class guest experience in all its operations

This will be achieved by focusing on people infrastructure technology products and

processes This is the most fundamental aspect for the success of their business It will

improve their financial performance through creating happy guests through happy team

members The guidelines in this book should be adopted [where relevant] HR strongly

recommends that employees adopt these guidelines even in their personal lives so that

these behaviors become natural

The two main objectives of this hand book are to help BSSO (Branch Sales and Service

Officer) achieve excellence in Guest Experience and ensure Service Quality

lsquoBRACrsquo Bank Guest Experience Fundamentals

These guidelines will help us to achieve lsquoBRACrsquo Bank guest experience standards-

1) Bold ndash BSSO will be BOLD on behalf of their guests and colleagues They will

be the first to greet first to listen first to make suggestions first to satisfy even the

unexpressed needs and to bid a fond farewell

2) Reliable ndash BSSO will take full ownership in serving their guests to their

complete satisfaction

3) Appealing ndash They will ensure that all guest touch points are appealing and

inviting

4) Consistent ndash It is also necessary to ensure that guest experience quality is

consistent in all aspects across all guest service points all the time

The Five Essential Areas of Excellence in Guest Experience [5Prsquos]

BRAC Bank guest experience standards will apply to the five aspects for excellence in

guest experience listed below

bull People ndash The team who serves our guests

bull Premises ndash the locations from which they serve guests

bull Papers ndash the documents they use to provide amp receive information and communicate

with guests and colleagues

bull Processes ndash the processes that enable the employees to delight their guests

bull Practices ndash the way in which they interact with guests

The Owners of lsquoBRACrsquo Bank Guest Experience Quality

Each team member at BRAC bank has to take OWNERSHIP and FULLY COMPLY

with the guidelines of this document The managers in charge of guest service points and

the various support functions will ensure compliance of lsquoBRACrsquo Bank guest experience

quality by their teams They will be held accountable if any of their team members fail to

comply with these guidelines The management committee is responsible for the

compliance of lsquoBRACrsquo Bank guest experience quality by all team members from the

managers up to themselves in their respective line of command The Managing Director

is responsible for the compliance of lsquoBRACrsquo Bank guest experience quality by the

management committee members

The lsquoBRACrsquo Bank Guest Experience Standards

The BRAC Bank guest experience guidelines are designed to help all team members

contribute towards achieving the following guest experience standards

Every guest should feel that heshe is being treated as a personal guest

Every guest should have a positive image of the bank so that they wholeheartedly

refer BRAC Bank to others

Every guest should receive one stop service

Every guest must receive open and transparent communication

Every guest must be informed about relevant rules guidelines charges and any

changes to these up front

The Process General Compliance

Those responsible for the various team members should take the following steps in the

event they notice any team member violating any demonstrable lsquoBRACrsquo Bank guest

experience guidelines

First time ndash A letter of caution to be issued and coaching to be provided the first time a

team member violates the guidelines

Second time ndash If the same team member violates the same guideline for the second time

the head of HR should be informed who will issue a warning letter

Third time ndash The employee will be terminated if the same guideline is violated for the

third time

Exceptions If a team member cannot follow any of these guidelines due to health or

religious reasons prior written approval should be obtained from the line manager

Detailed guidelines

The guidelines below are listed under the 5Prsquos

1 PEOPLE

The lsquoBRACrsquo Bank guest experience lsquoPeoplersquo deals with proper attitude and behavior of

all team members The aspects include

11 Be purposeful Team members should come to work after having reflected on their

personal purpose and with a resolve to move a step further towards their purpose by

positively approaching their work

12 Punctuality Team members should be punctual In case of unforeseen

circumstances if any team member is likely to be late heshe should inform hisher line

manager host or guest Heshe should also communicate the reason for the delay and the

likely time of arrival before the appointed time Meetings should be called at least 2

working days before hand

13 Behavior Each team member should treat each other as ladies and gentlemen Harsh

and disrespectful words racial slurs loud voice aggressive body language etc should be

avoided at all times

14 Facial expression Team members should always have a smile on the face to display

a friendly helpful and caring attitude when dealing with guests and fellow team

members

15 Body language Body language should be smart and prompt to make guests feel that

team members are dedicated to work

16 Competency Team members should have a fair knowledge of products services

campaigns of BRAC Bank and the competitorsrsquo as well as BRAC bankrsquos policies and

Bangladesh bank policies Each team member should have completed the certification for

their role

17 Information sharing Each team member should proactively share ideas

information and experiences so that we learn from each other to enhance excellence in

guest experience

18 Personal care All employees should take personal care by doing regular exercises

taking balanced and nutritional meals on time sleeping early and taking at least 7 hours

of sleep every day waking early and practicing mind relaxing methods such as

meditation

19 Hair Hair should be neat and should be in good condition Team members should

never comb their hair in front of the guests

110 Eyes Eyes should be clean and clear at all times Red eyes are not acceptable

Glasses should be crystal clear so that eyes are properly visible Contact lenses should be

professional

111 Nose Nasal hair should not be visible No nose picking in public

112 Ears Ears should be cleaned of wax if any for clear hearing and understanding of

the needs of guests and colleagues Earrings are prohibited for male team members

113 Mouth Mouth should be free of bad breath Teeth should be clean and no tooth

picking in public

114 Face Males should have clean shaven faces or well trimmed beards Ladies should

wear professional looking cosmetics and make up

115 Body Team members should use under arm roll-on or spray deodorant adequately

so that there is no body odor Smokers should ensure that smoke smell does not emanate

from mouth or body Tattoos and Hena tattoos should not be visible Inappropriate body

piercing is prohibited

116 Hand Hands and nails should be neat and clean for a proper handshake If nail

polish is used the colour of the nail polish should be professional [colours such as black

dark green blue etc should be avoided]

117 Clothes and accessories Clothing should be clean and well ironed It should be

professional and simple Those who are required to wear uniform should wear them all

the time

bull Ladies Dress code for female team members should be decent Salwar Kameez

saree ankle length skirt trouser with long sleeve shirt Orrnas should be worn decently

Collarless sleeveless t-shirt sleeveless blouse sleeveless Salwar-Kameez deep

neckedlow back tops short skirt jeans and sneakers are strictly prohibited Team

members should wear culturally fit dress of sober colours and should not wear dresses

that make noise Accessories worn should be of minimum in quantity [bangles] and small

in size [necklace and earrings etc] If anklets are worn they should not make any sound

bull Gentleman All team members should wear decent and professional looking

shirts and trousers Those who are required to wear tie and coat should wear matching

colours Ties and the knots should be in good shape Dirty or button less shirts should be

avoided No extra threads should be visible Long sleeve shirts should be worn and shirt

sleeves should be buttoned and should not be folded Collarless T-shirts jeans loud

coloured shirts are strictly prohibited Men should wear blackbrown leather belts that

matches the cloths with smart professional looking buckles

bull Attire for dress down day Back office staff can choose to dress in Smart Casual

attire on dress down days However the guidelines with regard to professionalism and

decency applicable for normal working days should be followed by all team members

118 Shoes and socks Men should wear black or dark brown shoes with dark socks of a

matching colour Shoes should be polished and socks should be clean Ladies should

wear professional well coordinated shoes with low heels Shoes should not have

accessories that make noise Open sandals (without heels) sneakers slippers and gym

shoes are strictly prohibited for all

119 Identity Every team member at front line guest service points must wear hisher

name tag at all times

2 PREMISES

Premises deal with the physical appearance of guest service points as well as areas where

the guests do not access They should be maintained in a professional and comfortable

manner The following are the guidelines which need to be followed to create the desired

work environment

21 Outside appearance of the premises The exterior of each bankrsquos premises should

be well maintained Team members should not smoke in front of the premises

22 Signboard Signature must be clearly visible and the information given in the

signage must be accurate Signage with lights should be lit at night subject to local

authority guidelines

23 Entrance Entrances to premises should be inviting clean and uncluttered

24 Staircase Staircases should be well maintained cleaned and should be uncluttered so

that people can move in and out very smoothly without a problem They have to climb on

the left side

and do not stop and have conversations on the stairways

25 Elevators Elevators should be kept neat and clean Team members have Wait and

keep the entrance clear until those inside exit the elevator before they enter The person

standing near the control panel should press the required numbers of the other passengers

26 Interior Interior must be well maintained and they should be spotlessly clean All

team members should take the responsibility to keep it clean They should pick up any

garbage they see on the floor and put it in the bin

27 Internal signage Internal signage should be maintained regularly so that they are

clean in good working order and the contents should be legible amp accurate They should

be maintained according to the brand guidelines

28 Lighting The right amount of lighting with the correct lighting colours should be

maintained

29 Temperature amp freshness The temperature should be maintained at a comfortable

level Where available air conditioners should be noise free Fans should be clean and in

working order Ventilation should be proper

210 Guest seating Guest seating areas and facilities should be neat clean and

comfortable

211 Newspapers and magazines Always ensure the newspapers magazines and

periodicals provided in guest waiting areas are current

212 TV channels Appropriate TV channels such as news cartoons nature and sports

should be shown in the in-branch televisions wherever applicable Scary indecent

channels are prohibited Sound should be muted or at low level

213 Tissue box Guest care desk should have a box of facial tissues

214 Brochures and posters Brochures should be current and displayed in a manner that

it is inviting for the guests to pick them up Posters should be displayed prominently and

professionally

215 Plants Always ensure that plants inside and outside the premises are neatly placed

in clean vases and they should have fresh leaves

216 Desks and counters Desks and counters should be maintained in a professional and

uncluttered manner Papers should be filed and stored in the appropriate places

217 Computers and accessories Computers and accessories should be maintained

according to IT guidelines

218 Phones Avoid using phones of others for hygiene reasons however this guideline

does not apply in relation to serving our guest Use antiseptics at least once a day to clean

your phones Phones should be easily accessible

219 Wires Electric phone and computer wires should not be exposed

220 Fax and photocopy machines Fax and photocopy machines should be maintained

according to GAIS guidelines Papers should be kept only in the designated places

221 Water dispensers Water dispensers should be kept only in the dining or other

appropriate place away from the visibility of the guests

222 Crockery amp cutlery Crockery amp cutlery should be in good shape and they should

be stored in a clean and a hygienic manner Tea coffee milk sugar etc should be also

stored in a hygienic and neat manner

223 Toilet There should be no bad smell in the toilets There should be dry floors clean

basins clean towels soaps and toilet rolls Toilets should be cleaned regularly and air

freshener should be in place

224 Towels and linen Towels and linen should not be kept in visible locations They

should be stored in a designated location Fresh clean towels should be available

everyday

225 ATMS ATM booths should be well lit clean insect-free and well maintained Air

temperature must be maintained at comfortable level Brochure stands should be clean

and contain current brochures

226 Guest locker room The lockers should be maintained well Mirrors tables and

seating arrangements should be clean Locker rooms should not be cluttered

227 Store room Store rooms should be orderly neat and clean

228 Non-smoking premises All BRAC Bank premises other than designated smoking

areas are smoke-free zones

3 PAPERS

Papers deal with the documents we use to provide amp receive information and

communicate with our guests and colleagues

31 Paper selection Outgoing letters should be printed on BRAC Bank letter heads

according to the template provided for routine letters and as required for ad hoc letters

32 Names and salutation While drafting letters name of the recipient and salutation

should be correct The most appropriate salutation should be used

33 Word selection Right words should be selected during drafting letters so that the

meaning is clear Respectful positive and active tone should be used The tone should be

confident Letters should not be unnecessarily long Letters should be concise and

elegant

34 Identity of the person generating external letters Where applicable the person

generating external letters should sign on the name designation contact phone number

and email address

35 Spelling and grammar The accuracy of letters [information spelling and grammar]

should be ensured A second person should proof read all letters before printing and

posting of the letters

36 Printing and signing of letters Ensure the papers and inks are of good quality A

good quality pen should be used for signing of documents

37 Manager awareness Where applicable all external letters must be seen by the

service point manager or sectional manager before [or after in case of urgent letters] they

are sent

38 Envelopes Appropriate envelope size should be used and the address should be

placed properly as per brand guidelines

39 Forms Guest should be guided to fill documents such as charge documents [which

has a legal implication if NOT filled by the guest] Ensure they are filled completely

accurately and neatly by double checking the supporting documents Make sure the forms

are checked and signed by the guest Forms filled for internal purposes such as leave or

requisitions should be filled completely accurately and neatly

310 Reports Reports generated for external or internal purposes should be checked for

accuracy and should be professionally prepared and presented

4 PROCESSES

41 All team members should be fully aware of and fully understand the processes

relating to the servicing of our guests

42 All team members should support each other in ensuring the effective and efficient

implementation of processes

43 All team members should provide suggestions to improve process as and when they

feel the need for it

44 All team members should take part in a quality circle and share process improvement

ideas at least once a month

45 All processes should be delivered according to the BRAC Bank standards as

documented in the ldquoGuest Experience Standards Manualrdquo

5 PRACTICES

This deals with the practices required to ensure a heartfelt interaction to provide a

memorable experience to guests every time they interact with the bank It deals with

ensuring a warm welcome fulfilling the expressed and unexpressed needs of the guests

and bidding a fond farewell Team membersrsquo communication may be in Bangla English

or any other language deemed appropriate

51 First Impression is the last impression Focus on creating a positive first

impression by attending to the guests professionally and in a friendly manner

52 Smile and eye contact Team members should have a genuine smile and maintain

eye contact while talking to a guest

53 Hand shake Team members should not extend their hand to guests and colleagues

of the opposite gender Team members should extend their hand to guests and colleagues

of the same gender Irrespective of gender if the guest initiates a hand shake the team

member should respond in a culturally acceptable manner Those team members who

prefer not to shake hands should greet in an appropriate and respectful manner if guests

or colleagues extend their hands However for frontline team members who are seated

behind counters it may not be possible to shake hands In this case they must extend a

heartfelt welcome to their guests

54 Seating Please allow your guests to take a seat first and then seat yourself

55 Full attention When attending to the guest team members should provide undivided

attention

56 Greeting

1048633 Team members The closest team member should greet the guest within 30 seconds of

their entering the premises Use appropriate greeting based on the time of the day Eg

Assalamu Alaikumgood morning madam Welcome to BRAC Bank my name is

ldquonamerdquo I am your rdquodesignationrdquo

57 Ask how the guest wants to be helped The sample scripts for respective team

members are given below

1048633 Service providing officer and managers ldquoMadam I can help yourdquo or ldquoI am at your

service todayrdquo or ldquoWhat can I do for you todayrdquo or ldquoIs there anything specific I can help

you with todayrdquo When practical personally escort them to the relevant counterdesk

introduce the guest and describe the need to the person who will provide the service as

much as possible If not direct them to the waiting area and ask them to take a seat or

join the line

1048633 Thereafter attend to the need swiftly

58 Service time Every guest must receive service within the time stipulated in the

ldquoGuest Experience Standards Manualrdquo

59 Offer refreshments All guests who are served at the desk of an officermanager

should be offered teawater or as appropriate Please ensure that the guest receives the

drinkrefreshment before it is served to the team member

510 Body posture in front of the guest If frontline officers are sitting across the table

in front of the guest maintain upright posture and keep their hands on the table if

officers are standing in front of the guest maintain a straight but relaxed posture

511 Adjust to guestrsquos pace Remember the pace of the guest will always be different to

yours slow down or speed up to the pace of the guests Speak in the same

languagedialect of the guests as much as appropriate

512 Treat guests with respect Team members should have a respectful attitude

towards the guests

513 Understand the guestrsquos needs Use observation active listening and questioning

techniques to understand the specific needs of the guest and fulfill the needs

514 Serve them efficiently Guests should be served swiftly Body language should

reflect a sense of purpose professionalism and promptness

515 Never say lsquonorsquo Always find a way to sayrsquo yesrsquo An officer should talk to manager

and get lsquoapprovalrsquo if officers have to say lsquoNorsquo Always display a positive attitude

516 Conversation content Ensuring that officers talk with guests clearly and in a

concise manner Avoid talking to guests using technical language [Jargon]

517 Promises Take care to ensure that promises made can be fulfilled

518 How to say it There are certain statements and phrases that irritate almost all

guests You may say (and mean) something and it may mean something else to the guest

as given in the table below Suggested positive phrases given below should be used

Tailor-make it as needed

519 Maintain composure At no time can a team member be rude or lose hisher temper

with the guest even if the guest loses hisher temper

520 Handling angry guests If the guest shouts or becomes very angry in front of other

guests take himher to a private area and follow the complaint handling procedure

521 Help to buy Team members should assist and support the guest to make the right

purchase decision (eg By explaining product details promotions benefits limitations

etc) The financial standing of the guest should be considered when offering products

and they should know all

charges upfront (eg when a garments factory worker open an account only for DPS of

500= for 4 years officers have to be careful about offering a savings account where

customer has to pay ( TK 800 + TK 520 ) + 15 vat total 1518= per year That is will be

very difficult for the guest who has a monthly salary of around Tk 2000=)

522 Guests who will buy later If a guest prefers to buy later heshe should be thanked

for coming to BRAC Bank and politely requested to come again Obtain the details of

guest (name address amp contact details)

523 If officers are busy serving another guest If officers are currently serving a guest

and a another guest comes for his assistance acknowledge the new guest excuse from

the current guest greeting the new guest and introducing himher to another team

member who could assist If no other team member is around then inform the guest that

the officer will attend himher within X minutes Saying ldquoGood morning madamsir

MrMs lsquonamersquo here will assist you until I finish serving this guestrdquo or ldquoGood morning

madamsir I will be with you as soon as I finish serving this guest would you please take

a seat till thenrdquo

524 When officer get back to the guest At the point officer revert to the guest

apologize to the guest Saying ldquoSirMadam sorry to have kept you waitingrdquo

525 Referring to someone else An officer should avoid referring to someone else as

much as possible In the event an officer has to refer the guest to somebody else make

sure it is the right person Guest should be escorted to the right person All information

that the guest shared with the previous officer should be conveyed to the other person

526 Unprofessional behavior Do not have meals snacks drinks unrelated discussions

with colleagues and take personal calls in front of guests Do not leave the desk

unnecessarily and for prolonged periods DO NOT chew lsquopaanrsquotobaccogum bite nails

itch belch spit yawn pick nose in front of team members and guests

527 Bid a fond farewell to the guest Team members should see guests off at the door

bid them a fond farewell and invite them to come again as much as practical

528 Visiting Guests

a When visiting a guestrsquos premises team members should wait for the guest to signal

them to take a seat

b Team members must ask guestrsquos permission before placing any personal item such as

mobile phones files glasses and so forth on the guests table

c Using facilities Team members must ask guestrsquos permission before using any facility

(like washroom) at hisher premise

d Posture Team members must maintain professional posture and purposeful demeanor

in front of guests at all times

e Interruptions Team members must turn off mobile phones (or put on silent mode)

while at guest premises If the team member must answer the phone case of emergencies

permission must be sought at the beginning of the conversation

529 Meeting guests outside work

If team members happen to meet guests outside BBL premises in a social gathering

(party shopping mall etc) heshe must present himherself in a

professional yet friendly manner

530 Telephone etiquette

Standards

bull All phone calls from the PABX to guest service points are answered within 3 rings

bull Phone banking guests must be answered within 60 seconds of requesting for agentrsquos

assistance 90 of the queries should be completed within 90 seconds

Open the telephone call

bull Smile as answer and speak on the phone

bull The welcome greeting should be appropriate to the time of call Eg ldquoGood morning

SirMadamrdquo

bull Identify bank name and department Eg ldquoWelcome to BRAC bank I am lsquonamersquo From

lsquoname ofrsquo Branchrdquo

bull Find out the guestrsquos name Eg ldquoMay I know your name pleaserdquo

bull Offer to help Eg ldquoHow can I help yourdquo

bull For calls to mobile phone say ldquoHello this is lsquonamersquo how can I help yourdquo

The body of the telephone call

bull Continue to smile as the officer speaks on the phone

bull Listen attentively until the guest finishes speaking

bull Make sure the guest knows you are on line and listening with appropriate responses as

they speak

bull Pace the guest [match the language tone mood speed of the guest]

bull Speak in natural voice

bull Use a clear voice

bull Speak in an efficient caring and friendly manner

bull Direct the conversation towards a positive and efficient conclusion

bull Do not use jargons [technical terms] during the conversation

bull Do not eat drink chew make noises and yawn during the phone call

bull Always hold the receiver with the hand and place it close to the mouth and ear

accurately

bull If the guest becomes angry upset and shouts maintain composure and listen

empathize pace and try to resolve the problem In case the problem cannot be solved

promise to direct it to a senior team member who can resolve it immediately The senior

team member should call write to and if necessary visit the guest to ensure resolution of

the problem

Putting the guest on hold

bull Guest should be put on hold only when absolutely necessary

bull Explain the reason why it is required to put himher on hold

bull Request for permission and tell himher exactly how long heshe will be kept on hold

bull If the guest says that heshe cannot hold then take the number and offer to call back as

soon as possible

bull After getting back on the phone thank the guest for waiting

Transferring a call

bull Guest calls should be transferred only when absolutely necessary

bull Seeking permission to transfer the call and telling himher exactly the reason for

transferring and to

whom the call is being transferred to

bull Ensure the person receiving the call gets on line

bull Give the details of the call before officer leave the line

When the person the officer is transferring the call to is not available or busy

bull Apologize for it and offer to help

bull Take a message if required

bull Write down the callerrsquos name organizationrsquos name telephone number and a short

message of the reason for the call

bull Pass on the message to the person who officer was trying to transfer the call

immediately by email text message or short note

When receiving a call while a guest is in front of BSSO

bull If the call arrives when attending to a guest team members should seek permission

from the guest before answering the call

bull If itrsquos a call from any colleague irrespective of their seniority tell himher that you are

serving a guest and that you will call back Finish the call within 30 seconds

bull If it is a call from a guest explain that you are attending to another guest promise to

call back in a specific amount of time take the contact details and call back at the

promised time

bull If the call is from overseas seek permission of the guest in front and attend to the call

swiftly

When ending a call

bull Ask if there is anything else can do for the guest

bull Give the guest his name and contact details and invite them to call for any help

bull Thank them for calling and wait till the guest leaves the line before you leave the line

Outgoing calls

bull Outgoing calls should be made at time convenient to the guest

bull Greeting Eg Assalamu Alaikumgood morning SirMadam

bull Identify oneself clearly Eg ldquoMy name is lsquonamersquo I am the Branch manager of BRAC

Bank lsquoname ofrsquo branchrdquo

bull Ask for the guest [if he calls on a landline ldquoCan I speak to lsquonamersquordquo] or [if he is

calling on the guestrsquos mobile phone ldquoAm I speaking to MrMs lsquonamersquordquo]

bull Explain the reason for your call

bull Continue the conversation and finish the call in the same manner as incoming calls

bull Follow the guidelines of holding transferring and etiquettes as described for incoming

calls earlier

531 Email communication

a Template selection Professional and appropriate templates should be used as per brand

guidelines

b Names and salutation While drafting emails to external guests name of the recipient

must be correct Proper salutation [Mr Mrs Ms Dr etc] should be used

c Word selection Right words should be selected during drafting emails so that the

confident Emails should be concise

d Spelling and grammar Spelling and grammar must be checked twice for accuracy

before sending the email

e Identity of the person generating emails The person generating external and internal

emails should have the signature with the name designation department contact phone

numbers and email address The email signature should be as per the brand guidelines

f Manager awareness All external emails should be copied to the service point managers

or sectional managers Keep the CC and BCC to a minimum and only as required for

both external and internal emails

g Acknowledgements Acknowledge internal and external emails as required Request

external guests for acknowledgement

532 Handling guest complaints The team member receiving the complaint owns the

problem until it is handed over to the relevant person and is responsible to personally

introduce the guest to himher (face to face or over the phone) Thereafter the person who

the complaint and the guest was handed over to owns the problem All or some of the

more relevant steps should be taken based on the situation

To handle guest complaints Customer Service Officers need to take the following steps

a Calm down the guest The best way to help the guest to calm down is by giving

a window for the guest to vent the anger Take the guest to a private office room if

possible let the guest vent stay calm be polite listen and offer a soft drink or cool water

b Show empathy Genuinely show that the officers are feeling the same as the

guest is feeling ndash eg ldquoI understand how you feel please let me resolve this for yourdquo

Talking with the same intensity of emotion displayed by the guest This will help calm

down the guest

c Apologize Apologize for the service fault and for the inconvenience caused

d Listen and clarify Invite the guest to explain the problem Listen to the guestrsquos

problem completely and make required clarifications to understand the real situation

Write down all the details

e Re-frame Restate what is understood and ask for the guestrsquos confirmation for

accuracy of the understanding

f Speak gently and be calm Be soft spoken even if the guest gets angry and

disturbed Do not use inappropriate words or body language and do not respond to any

question with a direct ldquoNordquo Do not blame others take ownership of the problem Give

the guest an accurate clarification and possible options Do not make any promises that

cannot be kept

g Channel the complaint to the right person Decide if the officer can handle the

complaint If not it has to be channeled it to the right person based

h Respond immediately The person receiving the complaint directly from the

guest or passed on by a colleague should offer the guest alternatives and let himher

choose Offer the solution clearly and explain to the guest the steps which will be taken to

solve the problem The solution should be provided in the shortest possible time

i Present the solution positively Explaining to the guest exactly what they can do

rather than what cannot do eg instead of saying ldquoI canrsquot deliver the certificate todayrdquo

say ldquoI will make arrangement to deliver the certificate tomorrowrdquo Using appropriate

language to inform that they take responsibility on behalf of the bank to solve the

guestrsquos problem Convey urgency by using positive time based statements - eg ldquoright

awayrdquo ldquoimmediatelyrdquo ldquowithin an hourrdquo etc

j Educate Educating the guests thoroughly to prevent future problems

k Thank for the complaint Guests should be thanked for informing the bank

regarding the problems

l Follow up Writing a letter apologizing for the problem thank for bringing it to

the notice of the bank and stating the steps that will be taken to resolve the problem with

a clear time frame [within 24 hours for standard complaints]

m Informing line manager The line manager should be kept informed about the problem

immediately through e-mail or short note The relevant manager value center head or

business unit heads should be informed of complaints based on the criticalityseverity

levels

n Guest queries regarding the complaint Responding to any guest queries

regarding the status of the solution within 24 hours If they need more time keep the

guest informed

o Complaints that require investigations In terms of complaints requiring

investigation informing the guest of the likely time frame within 24 hours Ensuring that

team members do not delay resolving such complaints beyond 3 working days If it is

taking more than 3 working days keeping the guest updated of the new time frame

533 Service recovery process Guest Service Recovery Process is to convert the upset

or irate guest into a delighted guest who has directly complained to Customer Care

Service or had been handed over to them by a colleague according to the lsquoHandling Guest

Complaintsrsquo section above -

bull When a service breakdown occurs the guest needs to be taken care of in a manner that

makes himher feel very special and important

bull Due to the service breakdown if the guest is attempting to end the relationship with the

bank at any time of this process all attempts should be made to convince the guest to stay

with BRAC Bank and steps should be taken to resolve the issue

bull It is essential that the guest is kept updated once every 3 days (by the person who owns

the problem) to ensure that they do not feel that no action is being taken Progress of the

problem should be logged regularly

bull Once breakdown has been taken care of it is the duty of the concerned department to

send the guest a letter thanking himher for being a BRAC Bank guest and depending on

the value of the problem provide guest with value additions as per the bank policy (eg

gift waiver of charges etc)

534 Managing expectations This is required when a guest needs service or terms

beyond what is possible

bull Fully understanding the guestrsquos needs

bull Politely explain to the guest that it is beyond the current guidelines

bull Speaking to a manager and seeing how best they can accommodate the request

bull Get back to the guest and explaining what can be done and say that it is done under

special approval outside the current guidelines

bull Providing the service

Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited

Effective from January 01 2010

Liability amp Wealth Management Retail Banking

Triple Benefits Savings Account

Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000

Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly

Chequebook Issue Fee Free

Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000

Visa Debit Card fee (annual) Free

Savings - Classic

Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)

Current Plus Account

Minimum Opening Deposit Tk 25000

Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free

Current Classic Account

Ezee Account (Non-Checking Account)

Visa Debit Card fee (annual) Tk 600 (yearly)

Aporajita (Non-Checking Account)

Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)

Salary Account (Non-Checking Account)

Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)

Campus Account (Non-Checking Account)

Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)

Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free

Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)

Free

BO Account Certificate Tk 100 Account Closing Fee Tk 200

ATMDebit Card Related Fees

Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs

(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs

(Per withdrawal) Tk 15

Video Record checking upon Accountholders request for any dispute

Tk 1000

Cheque amp Cheque Book Related Fees

Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages

Tk 1000 for 50 pages

Tk 100

Cheque Dishonour due to insufficient fund Tk 500

Stop Payment Tk 200

Bangladesh Bank Cheque Issue Tk 200

Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch

Free

Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch

Tk 200

Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)

Intercity Online Charges amp Fund Transfer

Account to account transfer FreeOnline Transaction (inter-city)

Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000

Online Transaction (inter-city) Withdrawal

Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000

Pay Order Demand Draft amp Ftt Fees

Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250

Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)

Tk 500

Foreign Currency amp Travelerrsquos Cheque Fees

FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)

FCY Encashment for Accountholder Tk 100

TC Issue 1 of Issue Amount

TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)

TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)

Passport Endorsement - Regular (Accountholder) Tk 200

Passport Endorsement ndash from FCY account (Accountholder) Tk 200

Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash

Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-

Accountholder Tk 300

Locker Charges

Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches

Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches

Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches

Education and Medical Related Service Fees

Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000

Miscellaneous Fees

Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds

between accounts Tk 20

Auxiliary Service Fees

Internet Banking Free Phone Banking Free

SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds

Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)

15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply

My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3

months There are different types of activities that I had performed like Account opening

debit card issue Chequebook issue Statement printout ATM card destruction Static

data change etc These data are described in the followings

Different Types of Customer Care Services

1) Account Opening

It was my first duty to inform interested customers about the required documents and

charges of an account Then the customer will fill-up the Account Opening Form (AOF)

with the help of mine or acting BSSO which is checked by CSM and verified by BM The

BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are

provided with all types of account So check books are provided on request by customers

with necessary charges

2) Debit Card Issue

This is not done by Customer care service

If a debit card is lost or damaged then customer will request for a debit through a debit

card requisition form with the previous card number On request of customer I had

provided the form and instruct them to fill-up it The form is checked for sufficient

balance and if balance is enough then it is sent to item production Then a card is issued

and reissued card number is sent to phone banking for activation purpose A pin number

is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from

the system The customers have to come for collecting the atm card and also pin number

of the card

3) Chequebook Issuance

Customer care service receives chequebook request through three ways- directly from

customers through bearer or drop-box I had the responsibility to collect all the

requisition form customers and verify the cash amount with the charge Then BSSO has

to send a chequebook requisition mail with the approval of CSM and BM Branch send

the requisition mail to item production They upload the chequebook related data and also

print the chequebook These chequebooks are delivered to the branch Then BSSO has

the responsibility to deliver these chequebooks to customers

4) Internet Banking Service

The customers have to fill-up specific internet banking form in the branch The requested

customers will be provided with the form and it is necessary to clearly specify the e-mail

address by customers Then BSSO has to check and verify the request for fulfillment and

disbursement It is necessary to check whether the customer has a debit card or not

because 16 digit card numbers are required for setting the internet banking password

This password is sent to customer e-mail address The customer has to receive the

password and with this code heshe can access his account do transaction and also many

things

5) Signature Change

Sometimes customer faces problem with their signature So they come to branch for

changing their signature I had provided the customers with necessary form and requested

them for a recent taken photograph of himher This signature change card is sent to

specific department for archiving The department will upload the new signature in the

system This process will take 3-4 days After that period customers can use their new

signature

6) Static Data Change

Static data change means changing data like address change nominee change mobile

number change and etc The customers have to fill-up specific form with necessary

documents Like- if a person wants to change his mobile number it is required to attach

the registration copy of his SIM I have checked and verified the form Then BSSO will

send the form to Fulfillment amp Disbursement (FampD) With the form and attached

document specific department will upload the documents in the system and Finacle

Finacle ndash A Software used by BRAC Bank

7) ATM PIN and Chequebook Destruction

It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that

has been delivered to a branch But if those things are not received by customers within 3

months Bank has to destroy those things For that purpose I have enlisted all the

undelivered atm cards chequebooks pin numbers and then mailed the list to Item

Production and Imaging Department They will destroy the mentioned things from the

system and mail back to branch After checking the list with the atm card chequebook

and pin numbers BM with send these things with a list Finally Item Production and

Imaging Department will destroy within 7 days of physically receipt

8) Fixed Deposit (FD) Deposit Scheme (DPS) opening

I have informed the customers about FDDPS rate required number of deposits (DPS)

maturity date etc There is brochure from which these rates can be informed Then

interested customers will fill-up respective form The request form and AC balance will

be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through

Lotus mail If there is no discrepancy DO will input relevant information in system and

inform the branch An advice copy of the FD DPS is delivered to customer by branch

after all the documentation is completed

10) Fixed Deposit (FD) Deposit Scheme (DPS) closing

At maturity date customer will submit FD DPS closing request form with the advice

copy I had checked the advice copy and closing request I had sent a scancopy of request

to CCD Again the request is verified by CCD The FD DPS will be closed in system and

different charges are deducted Finally CCD approved the form and allows to encash the

amount

11) Issuing Bank Statement

Banking service will download the report from CBS for the list of accounts of whose

statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print

the statement and delivers those to respective ac holders through courier or e-mail BS

has the responsibility to mail the listed ac number to respective branches BS will send

the next print after 90 days of the previous one Customers can also collect the statement

from branch with charges For that purpose I had fill-up the customers requisition form

and inform them about charges Finally when all the information had been informed then

I had printed the statement and packed in a envelope

12) Dormant Account Reactivation

An account will be dormant if the account holder does not have any transaction for 6

months To reactivate the account customer has to fill a reactivation form It is necessary

to check hisher national id by BSSO I had to take a photocopy of national id card After

verifying all the documents BSSO will send the request to BS The request will be

checked and the account will be activated A confirmation mail is sent to branch to

acknowledge the customer

14) Inward MICR Cheque

If a card cheque is received I mailed card cheque number to authorization desk for

authorization code to execute the card cheque Using the authorization code clearing unit

uploads cheque details in card cheque software But BSSO will cheque the signature from

the signature image The instruments image is checked and they will be marked as

accepted or declined as per requirement After all the documentation the amount will be

passed from the account

15) Outward MICR Cheque

If the customers deposit other banks cheque in BRAC Bank I had checked and placed

receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit

slip to clearing unit Respective person from clearing unit captures all the data as image

He will also input cheque amount and credit account number in interface software If

everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement

for floating balance

16) Pay Order Issue at Branch

Issuing pay-order is an important task of Bank For issuing a pay-order customer has to

come branch and request for a pay-order form It is important to have a BRAC Bank

account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-

order form and sign it I had to check the form whether there is any deficiency like

receivers name account number and etc BSSO will receive the pay-order form and make

entry in Finacle to print voucher

17) Foreign Cheque Collection

To deliver the foreign cheque customers have to submit the foreign cheque at branch

along with deposit slip and other documents I have to check all the related documents

then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send

the cheque with forwarding letter to the foreign bank through international courier

Finally after the approval of foreign bank TampD will authorise the cheque and

recommend disbursing

25) Fake Notes Management

Fake note management is an important task of BRAC Bank Customer Care Service It is

duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake

notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A

copy of the received letter is preserved and other copies will be sent to other branch to

inform situation

26) Excess Cash Management

When in a particular day there is excess cash in branch I had informed CM through mail

IBCM will ask Treasury Department where to deposit the excess amount by mail The

deposit decision is taken by Treasury Department and they inform IBCM where to

deposit IBCM forward the mail to respective branch and instruct how to deposit the

excess amount in other bank with the presence of BRAC Bank representative

Problems that I had faced in performing those duties

1 BSSO have the responsibility to perform those duties through Finacle But I was

not authorized to activate any Finacle id and access the sever As a result

customer service was not easy for me

2 A training session will be helpful for the interns But due to time storage no

training program can be provided

3 Customers do not have enough information about the account related data So it

was difficult me to access those accounts

4 Update data is not available

5

Mystery Shopping Survey

The Goal of Mystery Shopping Survey

The objective of this survey is to investigate and evaluate service standards of branches

of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement

Service providers will be evaluated and examined on selected activities

Techniques

With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary

customer to gain real customer experience and interact just as an ordinary customer

The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each

CCSO BSSO will be supervised twice during this type of survey During the personal

investigation the mystery shoppers perform under various circumstances and observe

staff reactions courtesy levels and knowledge levels among other available things

Attributes of Mystery Shopping Survey

BSSOs and CCSOs will be reviewed on the following attributes

Personal Aptitude

Professional Conduct

Product and Service Focus

Inappropriate Conduct

Subjective Impression based on Personality

Professionalism

Attire

Customer observation (Overall Satisfaction)

Office premises appearance (internal and external) Overall appearance

Cleanliness Clean or dirty premises including desktops

Maintenance of furniture and fixture

A Sample questionnaire is given below for your better understanding

Mr XYZ Rating Score

PERSONAL ATTITUDE

1

Acknowledged customers presence

immediately Yes

5

2 Greeted customer Yes 5

3 Offered customer a seat Yes 2

4 Made introduction Yes 5

5 Offered assistance Yes 5

6

Made steady eye contact throughout

discussion Yes

5

7

Smiled or showed concern throughout

discussion Yes

5

8 Listened without disrupting Yes 5

9

Expressed thanks or welcome after

service Yes

4

10 Invited customer to return Yes 4

PROFESSIONAL CONDUCT

1 Dressed appropriately Yes 4

2 ID card was clearly visible Yes 3

3 Used appropriate address Yes 5

4 Seated during service delivery Yes 5

5 Kept desk and resources organized Yes 5

6

Lead service delivery unprompted by

customer Yes

5

7

Asked about profession or if personal

info was current Yes

1

8 Asked appropriate and relevant questions Yes 5

9 Kept information to follow-up Yes 3

10

Handled disputes with minimum

argument Yes

4

11

Managed distractions or interruptions

capably Yes

5

12

Apologized for inconveniences or

mistakes Yes

5

PRODUCT AND SERVICE FOCUS

1 Completed service within stipulated time Yes 5

2 Delivered service without mistakes Yes 5

3 Attempted to cross-sell Yes 5

4

Adequate knowledge of surveyed

product or service Yes

5

5 Paced presentation comfortably Yes 5

6

Provided recommendations or discussed

benefits Yes

5

7 Used brochures and other aids Yes 5

INAPPROPRIATE CONDUCT

1

Passed service to another officer without

completing No 0

2 Ate or drank at desk No 0

3 Received or made personal call No 0

4

Left seat unnecessarily or for long

periods No 0

5

Engaged in prolonged conversations with

others No 0

SUBJECTIVE IMPRESSIONS

Personality

1 Polite Very Polite 5

2 Attentive Attentive 5

Professionalism

1 Assertive Assertive 5

2 Competent

Very

competent 5

OverallTotal Score Excellent 150

ScoreActual Score 10000 150

Overall Rating

In order to land at overall rating an individualrsquos total score is calculated by adding up

points earned against some different scenarios for BSSO and CCSO This total score is

then converted into percentage in order to represent in a suitable form

Based on the percentage score obtained overall rating is done as bellow

Excellent 95lt X le 100

Very Good 90lt X le 95

Good 80 lt X le 90

Average 60lt X le 80

Poor 50 lt X le 60

Very Poor X le 50

Branch SQ Index

From the survey we can calculate the branch overall SQ index Branch SQ index includes

average people score of a particular branch and average branch observation score

Bank SQ Index

After getting each branch SQ index we are able to calculate average branch SQ index to

derive the Bank SQ index

Findings

At the last stage of report I come up with some recommendation regarding BRAC Bank

customer care services which are described is followings

1) Regular checking is mandatory for the customer service officers Daily

reconciliation of chequebook atm card pin number and welcome pack is

necessary Most of the time customer service officers do the duties properly

2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for

customers Although all BSSOs are trying hard to maintain service quality but

environment and lack of employees hamper their service For example- most of

the AC does not work properly and many also

3) Guest Waiting areas are not provided with enough sitting arrangement For this

reason most of time customers have to stand and wait when it is heavy crowded

4) In the Service Quality Handbook it is clearly written that guest waiting areas

should be provided with newspapers magazines and periodicals But the guest

waiting areas are never provided with newspapers magazines or periodicals

5) Some BSSOs are regularly late in the office even after the time when service hour

started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly

6) BSSO stands for Branch Sales amp Service Officer which means they have to serve

customers with their problems and bring fund and disburse loan from bank They

have to serve customers from 10 AM to 4 PM After 4 PM they do all the

reconciliations The time for Office Out is 6 PM But BSSO have to do loan

disburse and also bring new fund It is very much hard for BSSO to do all these

activities

7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster

should be displayed in a visible place of the branch but in Momin Road Branch

there is not any such poster

8) Some customers are not getting statement on a regular basis and they have to

come to branch to collect statement with charges

Introduction
Third time ndash The employee will be terminated if the same guideline is violated for the third time
Detailed guidelines
1 PEOPLE
2 PREMISES
3 PAPERS
4 PROCESSES
5 PRACTICES

Page 2: An Overview of General Banking - BRAC Bank