EXCELLENT CUSTOMER SERVICE DALAM BIDANG PERBANKAN

Abstract

Issues on Excellent Customer Service (ECS) have been being much discussed in many
marketing seminars and writings after the rise of public relations or services and the fall of
advertising is a real phenomenon. In banking institutions ECS, which is then more recognized
as Customer Service in Delivery (CSID), has its crucial roles or functions to improve clients’
satisfaction and maintain their loyalty. Banking institutions need professional human resources
to make it possible to implement programs of ECS effectively. Therefore, giving trainings of
ECS for the whole employees is not a choice but an obligatory. Briefly discussed subject mattes
cover definition of ECS, categories of Customer Service, functions and tasks of Customer Service
Officers (CSO’s,), tips of implementing effective interpersonal communication