Service Excellence

To identify service characteristics, service quality gaps and develop strategies and action plans to bridge the service gaps.

Expected Benefit

Superior service to differentiate products and services from competition and grow in marketplace.

  • Help establish Service Excellence strategy
  • Help establish Service Excellence framework using international standards like ServQual model
  • Train leaders and staff in Service Excellence
  • Establish/ align Service Excellence performance measures with customer needs and expectations and ServQual model

Adopted and deployed ServQual model throughout the bank e.g. aligned and standardized all qualitative and quantitative measures as per ServQual model.