Hello readers, Let us continue the publication of extracts of my second book “MY FRONT DESK EXPERIENCE – A YOUNG BANKER’S STORY, (published in 2016) which covers a three-day story of a young front desk officer in a busy branch. Even though some of the functions have been replaced...
...the front desk executive (contd)
Last week, I took you through the complex journey of a front desk executive in a bank. The role has its good bad and ugly side but eventually it is very rewarding when one gets the experience of managing customers from all walks of life,...
...the front desk executive
"People perform best and deliver the best customer service
when they like what they do." Author Unknown
The front desk of many financial institutions are manned by pleasant looking ladies and gentlemen, yet despite the external beauty, some of them are not experienced enough to meet the...
…the risk manager
“Being honest may not get you a lot of friends, but it'll always get you the right ones”
Dear Readers, this week, we shall move on to another role within the banking industry, which is very complex and yet very reliable if the role is well appreciated…..THE RISK...
…The Relationship Manager
“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.”….. Steve Jobbs
Dear Readers, how did you find the extracts from my first article published more than ten years ago? Funny, but its real. Its interesting that...
"Good Banking is produced not by good laws, but by good bankers." -- Hartley Withers, prominent British financial journalist around the turn of the 19th century
Dear Readers, last week started with my article on the need to pause and self-reflect before making new year resolutions. It is during our...
“Self-reflection is the school of wisdom”…..Baltasar Gracian
“Ambitious New Year’s resolutions often end in disappointment. So instead of setting unrealistic goals in 2022, business leaders should consider making smaller, simpler changes—and they just might see better results”, says Harvard Business School Professor Hirotaka Takeuchi.
Even before changes can be made, I...
“Your most unhappy customers are your greatest source of learning” ~ Bill Gates
The bank and customer relationship or the contract terminates by closure of the account at the request of either party. This can be by mutual agreement, or after a customer has transferred the balance on the account. However...
"You make mistakes. Mistakes don't make you." - Maxwell Maltz
****This article was first published in 2014 and still VERY relevant***
Today’s topic is about how employees can cope with the consequences of making mistakes and learning lessons from them and moving on. It is about “rolling with the punches”.
The Meaning...
“Civility is not simply a question of minding your manners. It is also a critical component of professional success” P.M. Forni
The following quote from “Corporate Training Materials” under the section on “Civility in the Workplace” hit me hard the first time I read it in 2015: “…Rudeness is an...