Aidar Zubairov
Association of credit and finance organizations of the Republic of Bashkortostan, Member of Council
At its very start of launching the idea of “quality of services”, these attempts, even though being structured by banking community on behalf of ARB, were implemented by banks merely for their self-development, operations self-advancement purposes, based on a voluntary principle. Many promptly understood, that “quality” as a process and result of efforts enables switching over to better and foremost practices, and at the expense of those improve financial indices and competitiveness of the credit organization in the future.
The aforementioned is not an unsubstantiated statement since at the annual theoretical and practical conference in Ufa entitled “Banks. Processes. Standards. Quality” - a specialized meeting place of actual problems in the field of quality of banking activities, the draft projects of developed standards and the results of their adoption by Russian banks are publicly discussed. The popularity among the audience of the conference and participation in this particular section’s activities is growing on from year to year.
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Alla Tsitovich
Uniastrum Bank, Adviser to Chairperson of Governing body of business
The quality of provided services can be a crucial factor which will define efficiency for operations of banks which in their activities do not rely on massive advertizing campaigns but on well-built and long-term relations with their clients.
The so-called “bush telegraph” reduces by ten times the clientele recruitment costs as compared with traditional advertizing means and what’s more can beat in cost the partisan marketing approach.
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Alla Soldatova
Eastern Express bank, Director for quality and service
Despite some decrease of the quantity of banks the market still persists in its competitiveness and the customers prove to be more experienced. Holding close a solvent good customer is not an easy task to fulfill, especially in cases when the bank is reluctant to dump. In such situation non-price advantages such as speed, comprehensive products and, of course, the quality of services come to help the bank.
Undoubtedly, here the thorough knowledge about your customer is the most important thing and very often, how odd it may sound, our personal apprehensions regarding the quality, may not always coincide with the vision of our “typical customer”. It is important to discover exactly those factors, which are significant for a particular segment of “your” clients, and to invest in them without hesitation. That for sure will lead to cost reduction and sales increase.
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