So far so good for CBA client service program
(12 February 2004 – Australia) Commonwealth Bank chief executive David Murray has said the response from staff and customers to the bank’s "Which new Bank" customer service program has been "overwhelmingly positive".
Speaking to analysts at the announcement of CBA’s half year results, Murray said part of the program had seen the bank implement an upgraded service and sales system in more than 10 percent of branches on a trial basis.
"The outcome of that trial is that after eight weeks our product sales per employee are up more than 19 percent; referrals to specialists are up 14 percent; and cross selling’s up 62 percent," he said.
"We’ve been working hardest on the service and sales management system and by June 2004, 13,000 staff will have received training in the upgraded service and sales management system."
The bank said had spent $346 million on the "Which new Bank" program so far this year. It intends to spend $500 million on upgrading its systems and processes to improve customer service.
Murray backed up assertions that the "Which new Bank" program would constitute a "cultural transformation" at CBA, saying the leadership team was receiving the same training on service and sales as everyone in the organisation.
"We hold our own service and sales meeting every week at the same time as everyone else and conduct it in the same way that everyone else conducts their meetings. That requires each member of my team to make commitments on things that they will do during the course of the week, and then we follow up on those commitments the following week," he said.
"This has given us a real line of sight on what our people have to do each day and has given the organisation a clear indication that the leadership team is deadly serious about this program and undertakes the same day to day activities that we expect of our people."
"The outcome of that trial is that after eight weeks our product sales per employee are up more than 19 percent; referrals to specialists are up 14 percent; and cross selling’s up 62 percent," he said.
"We’ve been working hardest on the service and sales management system and by June 2004, 13,000 staff will have received training in the upgraded service and sales management system."
The bank said had spent $346 million on the "Which new Bank" program so far this year. It intends to spend $500 million on upgrading its systems and processes to improve customer service.
Murray backed up assertions that the "Which new Bank" program would constitute a "cultural transformation" at CBA, saying the leadership team was receiving the same training on service and sales as everyone in the organisation.
"We hold our own service and sales meeting every week at the same time as everyone else and conduct it in the same way that everyone else conducts their meetings. That requires each member of my team to make commitments on things that they will do during the course of the week, and then we follow up on those commitments the following week," he said.
"This has given us a real line of sight on what our people have to do each day and has given the organisation a clear indication that the leadership team is deadly serious about this program and undertakes the same day to day activities that we expect of our people."
Subscribe