Lessons in Customer Service for Small to Medium Enterprises (SMEs)
from Europe’s most successful Bank.
The banking industry has taken significant hits in Europe and USA.
However, one bank stands head and shoulders above its competitors. Handelsbanken is Europe’s most successful
bank with total returns more than double its nearest competitor over the last five years.
So how has Handelsbanken achieved its success in the grey sky’s
that surrounds the banking industry?
They have kept it simple. Paul Sinclair, Sunderland Branch manager
explains.
“We focus on what the client wants”, Paul explains further, “We
keep it simple and make it easy for the client to do business”. By giving managers accountability,
decentralising decision making and focusing on relationship, Handelsbanken keeps it simple for the
customer.
The irony of Handelsbanken’s success is their adoption of critical
small business principles in a big business context.
-There are no call
centres
-Business is client
solutions driven not product driven.
-Client solutions are
driven by what is right for the customer
-You are
encourage to challenge the quality of service you currently receive
-You deal with the
decision maker
Successful small business principles go a long
way.
Ask yourself how well have you ingrained customer focus in your
business, have you kept it simple and made it easy for client to do business with you?
Paul Sinclair, Handelsbanken Banch
Manager, Sunderland, speaking at Sunderland University.
For information on how to incorporate Handelsbanken
principles in your business contact Putney Breeze atinfo@putneybreeze.com.au