The era of COVID-19 has created unprecedented short-term disruption in the lives of millions of individuals and families. Record-high unemployment, reduced work hours, and rising costs have affected millions of people. For many households, these events create difficulties in making timely mortgage payments, and for lenders, are generating a stark rise in the number of […]
A small change in bank representatives’ behavior can yield big improvements in the impression they leave.
Tellers routinely greet their customers by name as they enter the branch, yet many banks fail to train their platform representatives to use this simple technique during the first visit to help establish rapport and make a potential client feel […]
Mystery shopping can help automotive dealers in the acquisition process get a customer-based perspective of the target dealership’s employees, culture and sales processes. The information gathered by trained evaluators posing as car buyers can identify managers and salespeople who are most likely to fit into the new organization, based on their ability to meet their employer’s […]
Person to Person Quality has worked with dozens of banks and credit unions to evaluate the customer experience and employee performance using tools such as Mystery Shopping and Customer Surveys. Several of our bank clients have become leaders in their markets by creating and sustaining a competitive advantage in customer satisfaction. Along the way, we […]
For financial institutions, managing bank fraud and identify theft is a 24/7 challenge. The American Banker recently highlighted the growing problem of telephone fraud at bank call centers – employees being conned into giving up critical customer information to criminals or changing account passwords. Although the article focuses on call centers, the risk is also […]