In the Barclays bank, all of the staff has an induction which involves whole training program in a training centre which is placed in Manchester and afterwards it is continued in a branch. This induction process takes minimum 6 to 8 weeks. In the first day of the work, new employee has to go through security procedures, do other trainings like health and safety and get to know other employees. Other trainings which are necessary are people plus which is about customer service and trainings like computer skills and accountant trainings need to be taken.
There is no mentor, but all of the employees are monitored by the managers, but besides this, everyone helps. Other courses which are vital to work in the bank are complains, money, fraud protection and fire procedures. Departmental trainings take place, lots of the trainings are done individually on the computer but there are regular courses to attend. External trainings also are present; they are taken in the Manchester in head of branch, where employees improve their skills knowledge about fire procedures are also improved.
Meeting performance indicators The businesses monitor the performance indicators which were set to check whether target was met or not, this is also needed to check why the target was not meet and take direct action to improve it. For example, to find out what is wrong, they can set questions like, is a product provided in good quality? Is timing on serving product appropriate, etc. The Barclays bank targets are settled daily for cashiers and monthly for private bankers, also it depends on position what targets do a person has.
For example, cashiers daily target is to make three lending appointments, five lending cards, three basic appointments, three walk overs, approach all ABC, credit's and mark accordingly. Private bankers target are; deal with six loans, two insurances, six Barclay's cards, and one hundred fifty solutions, six upgrades of an account and for new paid accounts. In measuring qualitative indicators is mastery shopper and for quantitative appointments, solutions, and number of products sold are measured and counted.
I do not think that any improvements are needed in work what they do, as when I worked there for a week all the time targets were met. Measuring and monitoring performance There is wide range of ways how performance can be measured, like sales level; conducting surveys of customers; postage-paid questionnaires/comment cards/forms; make special facilities where customer can give an feedback, for example on the website 'Contact us' buttons; occasional telephone calls to customers; personal or telephone interviews; complains about staff/products/services; email customers, for example with surveys; etc.
Customer service performance is monitored all the time, to know that customers get what they want and when they want it. This monitoring also has many ways, such as inspection by unknown company staff to witness customer service at first hand; regular staff meeting; mystery shoppers; monitoring telephone conversations; staff appraisals. Performance in the Barclays bank is measured and monitored by making overall report of previous day and showing it in the next day morning meeting.
Also, on this meetings there are given sheets to complete out in which employees are able to put feedback of other employees and any other performances. Other ways are contact by a website, mystery shoppers and feedbacks on sheets from temporary employees. Reviewing performance and taking action Businesses always want to know which customers are satisfied with service provided and which are not. If they know it, they can make steps to improve themselves if a customer is unhappy.
Staffs know when they are praised. Suggestions for improvements are deliberated and putted into practice when necessary. Ways how performance is reviewed can be done by – making action plan to improve areas which are criticised, investigating negative feedback, making changes in procedures, let customer know of any action taken by putting these information on the website, making regular meetings where performance can be discussed, etc. In the Barclays bank action is taken in complains.
Firstly, one of the staff try to calm down a customer, try resolve problem by himself, if he is not able, he apologised for it and call a manager to speak with complaining customer. Manager tries do it by himself if he is not able, information is putted on the log system and on the next meeting everyone try to resolve it, if this do not work, it is sent to head of branch when they will consider any changes on which a person is complaining. Procedures for handling customer complains All of the businesses need to deal with complains.
Most of businesses have special procedures how to deal with them with points to follow. When customer's problem is resolved it is more likely that he will return. Complains are good way of getting rid of competitors, as when a company handle it successfully, company makes a step forward in customer service. Complains should be handled quickly and sympathy. In the Barclays bank complains are posted into the log system and afterwards if cannot be resolved in a branch, complains are sent out to branch office. Customer information and helplines
There are many methods of informing customers, like putting information on the website, notices on displays, making and giving out leaflets and information sheets, frequently asked questions on the website, newsletters, and customer service advice helplines. In the Barclays bank, information is provided by leaflets, on the website, helpline, newsletters, posters, adverts and notices. The Barclays is a huge brand which is recognisable in whole country, so they use wide range methods of providing information and for marketing.
Everything is easy to find in a branch as there are signs and staff is wearing identification cards where is also placed on what position they work. Impact on resources All of the companies want their employees to have the best customer service; also they want any issue easy to be resolved. If in some cases poor customer service was identified, like poor knowledge of product provided then more training is needed. It will need additional costs to arrange training and to transport staff in the place where training is provided, also, another cost is to replace the members of staff for the time when they are on training.
Other costly thing is investigating complains, as it is time and consuming. Some of the staff members must be involved in resolving problem and records of it need to be completed. When a customer complains about member of a staff, the staff member can get a verbal warning, if it is first time, if not; warning can be written or can be dismissal. Improving communication is also costly, telephones, internet, computers are costly but vey useful.
Besides these methods are costly for the first time, a person who has a meeting abroad can do a conference by the computer, not traveling, what saves time. The last one costly thing is improvement in physical structure of the building, for example, making things more accessible for disabled people, making lifts, automatic doors, etc. In the Barclays bank in recruiting new staff, the potential employees need to show that they are confident, punctual and have outstanding potentials. Involving new staff involves assessments which are afterwards scored.
Firstly, when somebody is interesting in a position in Barclays bank, he needs to apply online, when his application form is successful he needs to get through telephone assessment, when he pass it, he is invited to the branch for an interview. Training is really costly and time consuming, but this is worth it, as people there are working for the long time and they are picked from lots of the applicants, as they are the best for these positions for which they applied. Costs involved in revamping are training cost, uniform cost, and staff time. In the Barclays, they do not really take part of making new layout of the bank.