As the businessenvironmentbecomes even morecompetitive andcustomers demandgreater value, weare challenged todevelop innovative

and effective ways of enhancing ourcustomers’ service experience. Therefore,while we will continue to offer our customersa wide range of products, designed to meettheir financial needs, we will also aim toprovide them with the highest quality ofservice at all points of contact.

To this end, we are pleased to share with youa copy of the Bank’s Customer ServiceManual. This document provides youwith an appreciation of how we define ourcustomers, the Bank’s customer servicevalues and the standards by which we assessthe quality of service provided to all ourcustomers, both internal and external.

The journey to “Service Excellence” is a longand challenging one, but we are committed toachieving our objective. However, werecognize that without you, our people, wecannot achieve the levels of success that wetruly desire. Therefore, we invite you toaccept this challenge with us and help us inchampioning the pursuit for “Excellence”.

Patrick Hylton

VISIONTo make NCB, financially and operationally,the strongest and most dominant financialinstitution in the Caribbean and one thatfollows international best in class governance practices.

COREVALUES

• We hold a deep and abiding respect foreach customer, every colleague in ourcompanies, and all our shareholders.

• We commit to find new, practical, andinnovative ways to make the term"excellent service" more relevant to eachcustomer - every day.

• We commit to the relentless renewal of ourenterprise through the constant training ofour people at all levels.

• In our merit-based culture, individualreward and recognition will be a result ofmeasured performance.

• We treat all competitors as noble, but wewill compete fairly and vigorously to win.

Contents

NCB Service Motto……………………………............1

NCB Credos……………………………………………1

NCB Six Steps of Service……………………………...1

NCB Service Basics………………………………........2

NCB Customer Service Standards……………….......3

NCB Service Request………………….....………........3

• Telephone………………………………....4&5

• Customer - Facing……………………….....6

• Voice-Mail…………………………………...6

• Correspondence………………………....7&8

• Complaints Written………………………..9

Tips for Effective Communication with Customer….10

Phrases That Build Customer Satisfaction………......11

CUSTOMER SERVICE

NCB SERVICE MOTTO

At NCB We Believe

Service Quality: understanding the individual needs ofour customers and doing everything possible to delight themwith friendly, efficient, accurate and reliable service is ourhighest mission.

Teamwork: working together, getting involved, sharingideas, continuous improvement, and being committed toserving our customers are keys to team and individual success.

Integrity: conducting all our business interactions withutmost fairness and transparency

Respect: encouraging and acknowledging feedback from ourcustomers in our pursuit of sales and service excellence.

We are quality people providing quality service.

NCB CREDOS

NCB SERVICE BASICS

1. Know and own our Service Motto

2. Practice consistently the NCB Credos (STIR) and Six Stepsof Service (Be Gentle).

3. Use proper etiquette and demonstrate professionalism at alltimes when dealing with customers.

4. Be knowledgeable about the Bank’s products, services,policies, and procedures.

5. Identify sales opportunities when interacting with customersand offer or refer appropriate NCB product solutions.

6. Own the customer’s complaint.

7. Be an ambassador for NCB. Always talk positively aboutNCB and avoid negative comments.

8. Be well-groomed and take pride in appearance at all times.

9. Keep work areas clean at all times and have necessaryWorking tools on hand.

10. Continuously identify areas for improvement and make suggestions.

I think thisgentlemanmay need a

helping hand

2

NCB CUSTOMER SERVICE STANDARDS

SERVICE REQUESTS

At NCB ourCustomers are allemployees workingwithin our branches,divisions andsubsidiaries and allindividuals orinstitutions external tothe organization, havingaccounts with us and onwhose behalf we conducttransactions. They are oursource of life and thereforepossess the right to expectand receive the highestquality service at all times,from all employees.

a). All service requests received via telephone, face-to-face and correspondence will be responded to withinthree (3) business days.

b). All service requests received via correspondence willbe acknowledged within twenty-four (24) hours.

c). Where service requests cannot be responded to withinthree (3) business days, the customer will be advisedby telephone or mail, of the time frame within whichthe query or request requiring further research will beaddressed – this time frame being no more than ten(10) business days.

d). The use of banking/financial jargons will be avoidedwhen communicating with external customers.

e). Customers will not be referred to more than two (2) individuals to carry out a service request.

f). Customers will be comfortable dealing with any ofseveral employees to handle service requests.

g). Customers will expect friendliness and efficiency nomatter how busy it is.

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TELEPHONE

I. Land Line

a). All calls will be answered within two (2) rings observing thefollowing standards:

• Thanking caller• Identifying Branch/Unit• Stating name• Offering assistance

b). Outside of a central telephone operator system, transferof calls will be kept at a minimum. Where a call transferis absolutely necessary, the caller’s request will be advised to the employee to whom the call is being routed.

c). The employee receiving the call will take responsibility forsatisfying the caller’s request.

d). Calls will not be transferred unless the employee or unit to whom the call is being routed has answered.

e). Calls will not be transferred to an employee who is interacting with acustomer face-to-face.

f). If the employee who the caller has requested is unavailable or absent,the caller should be advised and asked if someone else may assist or ifhe/she would like to leave a voicemail or a message.

g). All telephone conversations should be appropriately ended by: • Thanking the customer for calling using his/her name• Wishing the customer a good/pleasant day

4

a). The standard greeting will be recorded on all voice-mail boxes asfollows:“Thank you for calling NCB (Branch/Division). You have reached thepersonal voice mail box of (Employee Full Name).I am not available to take your call, so please leave your name andmessage and I will return your call. If you require urgent assistance,please call (name) at (number)”.

b). The standard greeting will be recorded on all voice-mail boxes whenthe employee has a scheduled absence of two(2) or more business days:“Thank you for calling NCB(Branch/Division). You hav reachedthe personal voice mail box of(Employee Full Name). I will be outof office until [day] [month] [date].Please direct queries to [name] at[number] or leave your nameand message and I will returnyour call”.

c). All voice-mail boxes will becleared before the employeeleaves work - each day.

d). All messagesrequiring a returncall by the ownerof the voice-mailbox will beacknowledged withinone (1) business day.

CUSTOMER-FACING

VOICE-MAIL

a). All customers will be greeted with awarm smile and offered prompt assistancewithin five (5) minutes of entering anNCB unit.

b). Eye contact and positive body languagewill be maintained while attending tocustomers.

c). Customers will be addressed by name atleast once during the interaction.

d). Where possible, each customer willreceive full, undivided attention and theirservice request completed within 30minutes.

e). Employees will listen for salesopportunities when interacting with acustomer and always offer or refer anappropriate product solution.

f). All face to face conversations withcustomers will be ended by thankingthe customer for coming and invitingthem back.

6

CORRESPONDENCEE-MAIL MESSAGES

7

a). An “Out of Office Reply” email notification will be activated where the employee has a scheduled absence of more than one (1)business day and promptly removed upon return to work.

b). All external email messages being dispatched will have astandard signature including Full Name, Division/Branch andtelephone contact details.

c). Where required by established operating procedure, customerswill be informed that a signed letter is required to authenticate

email requests to process transactions.

d). All new email messages received daily are to be reviewed by theend of each working day.

e). Where e-mail queries cannot be responded to within three(3) business days, the customer will be advised by telephone or

mail, of the time frame within which the query or requestrequiring further research will be addressed – this time framebeing no more than seven (7) business days.

COMPLAINTS – WRITTEN

a). All complaints will be acknowledged within twenty-four (24) hourseither in writing or by calling the customer.

b). All complaints will be resolved within five (5) business days and thecustomer advised of the outcome.

c). Where a complaint cannot be resolved within five (5) business days,the customer is to be contacted either in writing or by calling after thesecond (2nd) day.

d). An employee receiving a complaint will follow up until there is aresolution, even if the complaint is not directly related to his/her jobfunction.

e). Each employee will L.E.A.R.N. – Listen, Empathize, Apologize,Resolve and Notify when he/she receives a verbal complaint.

f). It will be the responsibility of the employee who receives thecomplaint to ensure, where possible, that this can be avoided in futurefor other customers.

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PHRASES THAT BUILDCUSTOMER SATISFACTION

“How Can I help?” – When you ask how you can help, you beginthe interaction on a positive note. Give customers a chance to tellyou what they want and need, and let them know that you’reeager to learn what you can do for them.

“I can take care of that for you” – Many customers expect arunaround – especially if they’re calling about a problem. Insteadof passing customers and problems along to someone else, takeresponsibility yourself for guiding customers toward a solution.

“I don’t know, but I’ll find out” – If customers ask you forsomething that you can’t provide, admit that you don’t know theanswer. Don’t worry about damaging the relationship by showingyour lack of knowledge or expertise. An honest answer alwaysenhances your integrity. And trust is a crucial part of allsuccessful, long-term customer relationships.

“Here’s what I’ve done for you” – Don’t leave customers in thedark. Eliminate all their doubts and fears by spelling out exactlyhow you helped them. Say “I updated your address in thesystem.” Then ask, “Did I overlook anything?” That givescustomers a chance to point out anything else that might stand inthe way of their complete satisfaction. And it gives you one morechance to meet their needs.

“I appreciate your business” – You make a more lasting impressionwhen you offer a more personal expression of gratitude. Whenyou say “I,” you let customers know that you personally value therelationship you’re forming.

(First-Rate Customer Service – Briefings Publishing Group – Vol. No. 479)