(20 February 2006) Commonwealth Bank of Australia chief executive Ralph Norris said the bank was “a little too optimistic” about when the Which new Bank re-engineering program would start to deliver improved customer service.Speaking on ABC television, Norris said the bank’s branches were now fully staffed and that employees were comfortable with new technologies, such as the bank’s new CRM platform, CommSee.
However, Norris said CBA had a lot of work to do in regard to customer service.
“We’ve got to make sure we have the right products, the right pricing. We have to make sure our people are well trained; we have to be focused on simplicity and accuracy, and a number of elements have to be brought together to make sure that the customer service experience is one that they value,” he said.
“From my perspective, the great thing is that we’ve got significant potential, we just have to get this half right and our performance for customers is going to be improved, and obviously shareholder returns will be improved as well,” Norris said.