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Consumer Interaction – A repository of case studies

Chief People Officer of Fincare SFB, Pankaj Gulati, gives the bank’s perspective on employee learning:

Consumer Interaction – A repository of case studies

Ravi Lalwani: How is the bank collecting these learning and spreading them upwards and sideways?

Within the daily rhythm of employee-customer interactions lies a symphony of insights that help build the knowledge repository of the organization. Harnessing this wisdom is not nice to do but a must. In any corporation, top-down training programs coexist with invaluable insights gained by employees in daily interactions.

How does Fincare Bank systematically collect and disseminates these organic learnings?

At Fincare Small Finance Bank, we recognize the significance of these organic learnings and have implemented a systematic approach to collect and disseminate them. We consider each customer interaction as a moment of truth and a learning lab.

We have a 3-fold approach that involves:

Collecting Insights: Diligently record customer interaction notes and combine them with customer surveys and feedback to capture and systemize valuable insights.

Spreading Wisdom Sideways: Real-life interactions and situations serve as the foundation for creating case studies. These case studies become integral components of our training programs, allowing us to share practical experiences and lessons learned.

Enhancing the Knowledge Repository: Continuously enrich situation-response pool of Q&A. This facilitates standardization and uniformity in customer interactions while also serves as a valuable resource for customer communication and the training of customer service personnel.

At Fincare Small Finance Bank, we firmly believe that tapping into customer-driven knowledge is essential for sustained customer acquisition and delight. This approach not only fosters loyalty but also contributes to overall profitability. Our commitment to incorporating real-world insights into our training programs ensures that our team is well-equipped to deliver exceptional service and adapt to evolving customer needs.


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