Page 1
04th May 2010
ToMohammad Zakir Hossain Sharkar (Supervisor)Senior LecturerBRAC Business SchoolBRAC University
Sub Submission of Internship Report
Dear Sir
This is my great pleasure to submit the Internship report of my 3 months long Internship program in the BRAC Bank Limited in the Customer Service Department The title of the report is ldquoCustomer Care Service in BRAC Bankrdquo This report has been prepared to fulfill the requirement of my internship program at my assigned organization in the BRAC Bank Limited
I have put my best effort to make this report a successful one It has been joyful amp enlightening experience for me to work in the organization amp prepare this report However this has been obviously a great source of learning for me to conduct similar types of studies in the future
I would like to express my sincere gratitude to you for your kind guidance amp suggestions in preparing the report It would my immense pleasure if you find this report useful amp informative to have an apparent perspective on the issue I shall be happy to provide any further explanation regarding this report if required amp please do not hesitate to call me if you have any query on this report or any other relevant matters
Sincerely Yours
Sakshar BaruaID No 06304013
Back ground of the study
At the very arena of globalization and technological innovation banking business has
become more competitive To cope up with this bankers should have huge theoretical
knowledge and professional skill as well as technical basis As a BBA student I felt that
banking is an excellent area to gather some practical knowledge With a view to develop
skilled professional in banking area BRAC University has undertaken the internship-
training program for its BBA students As a partial and essential requirement of the BBA
degree on authorityrsquos instruction I have selected the BRAC Bank Limited one of the
prominent banking institutions of Bangladesh to acquire some practical experience in
banking especially in the correspondent banking program It would not be out of place to
mention here that during the course of the program I had to perform several duties
Origin of the Report
This report is an internship report prepared as a partial fulfillment of requirement for the
completion of the BBA (Bachelors in Business Administration) from BRAC Business
School Department of BRAC University The primary goal of the internship was to
provide an lsquoon the jobrsquo exposure to the student and an opportunity for translation of
theoretical conceptions in real life situation We the students were placed in enterprises
organizations research institutions as well as development projects In this connection
after the completions of the BBA program I was assigned to the BRAC Bank Ltd for
Practical orientation I chose the topic ldquoCustomer Care Service of BRAC Bank Limitedrdquo
for my internship report under the supervision of Mr Zakir Hossain Sharkar Senior
Lecturer BRAC Business School BRAC University This report has been prepared on
my practical experiences from 17th January to 16th April 2010 in BRAC Bank Limited
Momin Road Branch
Objective of the Study
General Objective
The general objaective of preparing this report is to fulfill the requirement of project
work as well as completion the BBA Program through gaining the experience and view
the application of theoretical knowledge in the real life Also find out the Operational
Process of the Bank and itrsquos over all Performance
Project Objective
The objectives of this report are the followings
Get introduced with the idea of ldquo Customer Service Qualityrdquo in BRAC Bank Ltd
Introduce with the Bank service quality assesment tools
Techniques to win a strong customer base
To know the expectations of customers of BRAC Bank
Scope of Report
The report covers overall customer care activities and procedures of the BRAC Bank
Limited This report especially emphasizes on Customer Service Quality
Methodology
To make the report more meaningful and presentable two sources of data and information
were used widely Both primary and secondary data sources were used to prepare this
report The nature of this report is descriptive with some survey or using sampling
method
Data Collection
Both the primary and secondary forms of data are used to make the report more rich and
informative
The details of these sources are gives below
Primary Sources
Most of the information was acquired by discussing with the officers working in
the Momin Branch of BRAC Bank Ltd
Observation and work experience with different divisional in-charges and
suggestions of many executives of the bank
Secondary Sources
Annual Report of the BRAC Bank Limited
Various books articles compilations etc
Websites of the Bank
Instruction circular of Head Office brochures of different banks newspapers and
magazines regarding banking issues and so on
Limitations
Finally I want to talk about my limitations that I had to face during the completion of the
report On the way of preparing of this report I have faced following problems that may
be termed as the limitation of the study
Only three months are not enough to understand the overall operations of a
commercial bank
Bankrsquos policy of not disclosing some sensitive data and information for
obvious reason posed an obstacle to the practical orientation that could be
very much useful
Non-availability of data and information that are more recent on different
activities of BBL was a great difficulty to depict the actual and up-to-date
business position of the bank
Though I have prepared many reports before I had no experience of
internship So inexperience is one of the main constrains of the study
Organization Profile
BRAC Bank Limited a scheduled commercial Bank commenced its business operation in
Dhaka Bangladesh on 4 July 2001 The Bank is mainly owned by the largest NGO in
Bangladesh ndash BRAC The Bank has positioned itself as a new generation Bank with a
focus to meet diverse financial needs of a growing and developing economy The Bank
has embarked with an avowed policy to promote broad based participation in the
Bangladesh economy through the provision of high quality banking service based on latest
information technology The Bank will ensure this by increasing access to economic
opportunities for all individuals and businesses in Bangladesh with a special focus on
currently underserved enterprises and households across the rural-urban spectrum We
believe that increasing the ability of underserved individuals and enterprises to build their
asset base and access market opportunities will increase the economic well being for all
Bangladeshis
Goals
BRAC Bank will be the absolute market leader in the number of loans given to small
and medium sized enterprises through out Bangladesh It will be a world - class
organization in terms of service quality and establishing relationships that help its
customers to develop and grow successfully It will be the Bank of choice both for its
employees and its customers the model bank in this part of the world
Vision
ldquoBuilding a profitable and socially responsible financial institution focused on Markets
and Business with growth potential thereby assisting BRAC and stakeholders build a
just enlightened healthy democratic and poverty free Bangladesh
Mission
Sustained growth in small amp Medium Enterprise sector
Continuous low cost deposit growth with controlled growth in Retained
Assets
Corporate Assets to be funded through self-liability mobilization Growth in
Assets through Syndications and Investment in faster growing sectors
Continuous endeavor to increase fee based income
Keep our Debt Charges at 25 to maintain a steady profitable growth
Achieve efficient synergies between the banks Branches SME Unit Offices
and BRAC field offices for delivery of Remittance and Banks other products
and services
Manage various lines of business in a fully controlled environment with no
compromise on service quality
Keep a diverse far flung team fully motivated and driven towards
materializing the banks vision into reality
A Brief Overview on Service Quality Hand Book of BRAC Bank
IntroductionBRAC Bank is on a journey to establish world-class guest experience in all its operations
This will be achieved by focusing on people infrastructure technology products and
processes This is the most fundamental aspect for the success of their business It will
improve their financial performance through creating happy guests through happy team
members The guidelines in this book should be adopted [where relevant] HR strongly
recommends that employees adopt these guidelines even in their personal lives so that
these behaviors become natural
The two main objectives of this hand book are to help BSSO (Branch Sales and Service
Officer) achieve excellence in Guest Experience and ensure Service Quality
lsquoBRACrsquo Bank Guest Experience Fundamentals
These guidelines will help us to achieve lsquoBRACrsquo Bank guest experience standards-
1) Bold ndash BSSO will be BOLD on behalf of their guests and colleagues They will
be the first to greet first to listen first to make suggestions first to satisfy even the
unexpressed needs and to bid a fond farewell
2) Reliable ndash BSSO will take full ownership in serving their guests to their
complete satisfaction
3) Appealing ndash They will ensure that all guest touch points are appealing and
inviting
4) Consistent ndash It is also necessary to ensure that guest experience quality is
consistent in all aspects across all guest service points all the time
The Five Essential Areas of Excellence in Guest Experience [5Prsquos]
BRAC Bank guest experience standards will apply to the five aspects for excellence in
guest experience listed below
bull People ndash The team who serves our guests
bull Premises ndash the locations from which they serve guests
bull Papers ndash the documents they use to provide amp receive information and communicate
with guests and colleagues
bull Processes ndash the processes that enable the employees to delight their guests
bull Practices ndash the way in which they interact with guests
The Owners of lsquoBRACrsquo Bank Guest Experience Quality
Each team member at BRAC bank has to take OWNERSHIP and FULLY COMPLY
with the guidelines of this document The managers in charge of guest service points and
the various support functions will ensure compliance of lsquoBRACrsquo Bank guest experience
quality by their teams They will be held accountable if any of their team members fail to
comply with these guidelines The management committee is responsible for the
compliance of lsquoBRACrsquo Bank guest experience quality by all team members from the
managers up to themselves in their respective line of command The Managing Director
is responsible for the compliance of lsquoBRACrsquo Bank guest experience quality by the
management committee members
The lsquoBRACrsquo Bank Guest Experience Standards
The BRAC Bank guest experience guidelines are designed to help all team members
contribute towards achieving the following guest experience standards
Every guest should feel that heshe is being treated as a personal guest
Every guest should have a positive image of the bank so that they wholeheartedly
refer BRAC Bank to others
Every guest should receive one stop service
Every guest must receive open and transparent communication
Every guest must be informed about relevant rules guidelines charges and any
changes to these up front
The Process General Compliance
Those responsible for the various team members should take the following steps in the
event they notice any team member violating any demonstrable lsquoBRACrsquo Bank guest
experience guidelines
First time ndash A letter of caution to be issued and coaching to be provided the first time a
team member violates the guidelines
Second time ndash If the same team member violates the same guideline for the second time
the head of HR should be informed who will issue a warning letter
Third time ndash The employee will be terminated if the same guideline is violated for the
third time
Exceptions If a team member cannot follow any of these guidelines due to health or
religious reasons prior written approval should be obtained from the line manager
Detailed guidelines
The guidelines below are listed under the 5Prsquos
1 PEOPLE
The lsquoBRACrsquo Bank guest experience lsquoPeoplersquo deals with proper attitude and behavior of
all team members The aspects include
11 Be purposeful Team members should come to work after having reflected on their
personal purpose and with a resolve to move a step further towards their purpose by
positively approaching their work
12 Punctuality Team members should be punctual In case of unforeseen
circumstances if any team member is likely to be late heshe should inform hisher line
manager host or guest Heshe should also communicate the reason for the delay and the
likely time of arrival before the appointed time Meetings should be called at least 2
working days before hand
13 Behavior Each team member should treat each other as ladies and gentlemen Harsh
and disrespectful words racial slurs loud voice aggressive body language etc should be
avoided at all times
14 Facial expression Team members should always have a smile on the face to display
a friendly helpful and caring attitude when dealing with guests and fellow team
members
15 Body language Body language should be smart and prompt to make guests feel that
team members are dedicated to work
16 Competency Team members should have a fair knowledge of products services
campaigns of BRAC Bank and the competitorsrsquo as well as BRAC bankrsquos policies and
Bangladesh bank policies Each team member should have completed the certification for
their role
17 Information sharing Each team member should proactively share ideas
information and experiences so that we learn from each other to enhance excellence in
guest experience
18 Personal care All employees should take personal care by doing regular exercises
taking balanced and nutritional meals on time sleeping early and taking at least 7 hours
of sleep every day waking early and practicing mind relaxing methods such as
meditation
19 Hair Hair should be neat and should be in good condition Team members should
never comb their hair in front of the guests
110 Eyes Eyes should be clean and clear at all times Red eyes are not acceptable
Glasses should be crystal clear so that eyes are properly visible Contact lenses should be
professional
111 Nose Nasal hair should not be visible No nose picking in public
112 Ears Ears should be cleaned of wax if any for clear hearing and understanding of
the needs of guests and colleagues Earrings are prohibited for male team members
113 Mouth Mouth should be free of bad breath Teeth should be clean and no tooth
picking in public
114 Face Males should have clean shaven faces or well trimmed beards Ladies should
wear professional looking cosmetics and make up
115 Body Team members should use under arm roll-on or spray deodorant adequately
so that there is no body odor Smokers should ensure that smoke smell does not emanate
from mouth or body Tattoos and Hena tattoos should not be visible Inappropriate body
piercing is prohibited
116 Hand Hands and nails should be neat and clean for a proper handshake If nail
polish is used the colour of the nail polish should be professional [colours such as black
dark green blue etc should be avoided]
117 Clothes and accessories Clothing should be clean and well ironed It should be
professional and simple Those who are required to wear uniform should wear them all
the time
bull Ladies Dress code for female team members should be decent Salwar Kameez
saree ankle length skirt trouser with long sleeve shirt Orrnas should be worn decently
Collarless sleeveless t-shirt sleeveless blouse sleeveless Salwar-Kameez deep
neckedlow back tops short skirt jeans and sneakers are strictly prohibited Team
members should wear culturally fit dress of sober colours and should not wear dresses
that make noise Accessories worn should be of minimum in quantity [bangles] and small
in size [necklace and earrings etc] If anklets are worn they should not make any sound
bull Gentleman All team members should wear decent and professional looking
shirts and trousers Those who are required to wear tie and coat should wear matching
colours Ties and the knots should be in good shape Dirty or button less shirts should be
avoided No extra threads should be visible Long sleeve shirts should be worn and shirt
sleeves should be buttoned and should not be folded Collarless T-shirts jeans loud
coloured shirts are strictly prohibited Men should wear blackbrown leather belts that
matches the cloths with smart professional looking buckles
bull Attire for dress down day Back office staff can choose to dress in Smart Casual
attire on dress down days However the guidelines with regard to professionalism and
decency applicable for normal working days should be followed by all team members
118 Shoes and socks Men should wear black or dark brown shoes with dark socks of a
matching colour Shoes should be polished and socks should be clean Ladies should
wear professional well coordinated shoes with low heels Shoes should not have
accessories that make noise Open sandals (without heels) sneakers slippers and gym
shoes are strictly prohibited for all
119 Identity Every team member at front line guest service points must wear hisher
name tag at all times
2 PREMISES
Premises deal with the physical appearance of guest service points as well as areas where
the guests do not access They should be maintained in a professional and comfortable
manner The following are the guidelines which need to be followed to create the desired
work environment
21 Outside appearance of the premises The exterior of each bankrsquos premises should
be well maintained Team members should not smoke in front of the premises
22 Signboard Signature must be clearly visible and the information given in the
signage must be accurate Signage with lights should be lit at night subject to local
authority guidelines
23 Entrance Entrances to premises should be inviting clean and uncluttered
24 Staircase Staircases should be well maintained cleaned and should be uncluttered so
that people can move in and out very smoothly without a problem They have to climb on
the left side
and do not stop and have conversations on the stairways
25 Elevators Elevators should be kept neat and clean Team members have Wait and
keep the entrance clear until those inside exit the elevator before they enter The person
standing near the control panel should press the required numbers of the other passengers
26 Interior Interior must be well maintained and they should be spotlessly clean All
team members should take the responsibility to keep it clean They should pick up any
garbage they see on the floor and put it in the bin
27 Internal signage Internal signage should be maintained regularly so that they are
clean in good working order and the contents should be legible amp accurate They should
be maintained according to the brand guidelines
28 Lighting The right amount of lighting with the correct lighting colours should be
maintained
29 Temperature amp freshness The temperature should be maintained at a comfortable
level Where available air conditioners should be noise free Fans should be clean and in
working order Ventilation should be proper
210 Guest seating Guest seating areas and facilities should be neat clean and
comfortable
211 Newspapers and magazines Always ensure the newspapers magazines and
periodicals provided in guest waiting areas are current
212 TV channels Appropriate TV channels such as news cartoons nature and sports
should be shown in the in-branch televisions wherever applicable Scary indecent
channels are prohibited Sound should be muted or at low level
213 Tissue box Guest care desk should have a box of facial tissues
214 Brochures and posters Brochures should be current and displayed in a manner that
it is inviting for the guests to pick them up Posters should be displayed prominently and
professionally
215 Plants Always ensure that plants inside and outside the premises are neatly placed
in clean vases and they should have fresh leaves
216 Desks and counters Desks and counters should be maintained in a professional and
uncluttered manner Papers should be filed and stored in the appropriate places
217 Computers and accessories Computers and accessories should be maintained
according to IT guidelines
218 Phones Avoid using phones of others for hygiene reasons however this guideline
does not apply in relation to serving our guest Use antiseptics at least once a day to clean
your phones Phones should be easily accessible
219 Wires Electric phone and computer wires should not be exposed
220 Fax and photocopy machines Fax and photocopy machines should be maintained
according to GAIS guidelines Papers should be kept only in the designated places
221 Water dispensers Water dispensers should be kept only in the dining or other
appropriate place away from the visibility of the guests
222 Crockery amp cutlery Crockery amp cutlery should be in good shape and they should
be stored in a clean and a hygienic manner Tea coffee milk sugar etc should be also
stored in a hygienic and neat manner
223 Toilet There should be no bad smell in the toilets There should be dry floors clean
basins clean towels soaps and toilet rolls Toilets should be cleaned regularly and air
freshener should be in place
224 Towels and linen Towels and linen should not be kept in visible locations They
should be stored in a designated location Fresh clean towels should be available
everyday
225 ATMS ATM booths should be well lit clean insect-free and well maintained Air
temperature must be maintained at comfortable level Brochure stands should be clean
and contain current brochures
226 Guest locker room The lockers should be maintained well Mirrors tables and
seating arrangements should be clean Locker rooms should not be cluttered
227 Store room Store rooms should be orderly neat and clean
228 Non-smoking premises All BRAC Bank premises other than designated smoking
areas are smoke-free zones
3 PAPERS
Papers deal with the documents we use to provide amp receive information and
communicate with our guests and colleagues
31 Paper selection Outgoing letters should be printed on BRAC Bank letter heads
according to the template provided for routine letters and as required for ad hoc letters
32 Names and salutation While drafting letters name of the recipient and salutation
should be correct The most appropriate salutation should be used
33 Word selection Right words should be selected during drafting letters so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Letters should not be unnecessarily long Letters should be concise and
elegant
34 Identity of the person generating external letters Where applicable the person
generating external letters should sign on the name designation contact phone number
and email address
35 Spelling and grammar The accuracy of letters [information spelling and grammar]
should be ensured A second person should proof read all letters before printing and
posting of the letters
36 Printing and signing of letters Ensure the papers and inks are of good quality A
good quality pen should be used for signing of documents
37 Manager awareness Where applicable all external letters must be seen by the
service point manager or sectional manager before [or after in case of urgent letters] they
are sent
38 Envelopes Appropriate envelope size should be used and the address should be
placed properly as per brand guidelines
39 Forms Guest should be guided to fill documents such as charge documents [which
has a legal implication if NOT filled by the guest] Ensure they are filled completely
accurately and neatly by double checking the supporting documents Make sure the forms
are checked and signed by the guest Forms filled for internal purposes such as leave or
requisitions should be filled completely accurately and neatly
310 Reports Reports generated for external or internal purposes should be checked for
accuracy and should be professionally prepared and presented
4 PROCESSES
41 All team members should be fully aware of and fully understand the processes
relating to the servicing of our guests
42 All team members should support each other in ensuring the effective and efficient
implementation of processes
43 All team members should provide suggestions to improve process as and when they
feel the need for it
44 All team members should take part in a quality circle and share process improvement
ideas at least once a month
45 All processes should be delivered according to the BRAC Bank standards as
documented in the ldquoGuest Experience Standards Manualrdquo
5 PRACTICES
This deals with the practices required to ensure a heartfelt interaction to provide a
memorable experience to guests every time they interact with the bank It deals with
ensuring a warm welcome fulfilling the expressed and unexpressed needs of the guests
and bidding a fond farewell Team membersrsquo communication may be in Bangla English
or any other language deemed appropriate
51 First Impression is the last impression Focus on creating a positive first
impression by attending to the guests professionally and in a friendly manner
52 Smile and eye contact Team members should have a genuine smile and maintain
eye contact while talking to a guest
53 Hand shake Team members should not extend their hand to guests and colleagues
of the opposite gender Team members should extend their hand to guests and colleagues
of the same gender Irrespective of gender if the guest initiates a hand shake the team
member should respond in a culturally acceptable manner Those team members who
prefer not to shake hands should greet in an appropriate and respectful manner if guests
or colleagues extend their hands However for frontline team members who are seated
behind counters it may not be possible to shake hands In this case they must extend a
heartfelt welcome to their guests
54 Seating Please allow your guests to take a seat first and then seat yourself
55 Full attention When attending to the guest team members should provide undivided
attention
56 Greeting
1048633 Team members The closest team member should greet the guest within 30 seconds of
their entering the premises Use appropriate greeting based on the time of the day Eg
Assalamu Alaikumgood morning madam Welcome to BRAC Bank my name is
ldquonamerdquo I am your rdquodesignationrdquo
57 Ask how the guest wants to be helped The sample scripts for respective team
members are given below
1048633 Service providing officer and managers ldquoMadam I can help yourdquo or ldquoI am at your
service todayrdquo or ldquoWhat can I do for you todayrdquo or ldquoIs there anything specific I can help
you with todayrdquo When practical personally escort them to the relevant counterdesk
introduce the guest and describe the need to the person who will provide the service as
much as possible If not direct them to the waiting area and ask them to take a seat or
join the line
1048633 Thereafter attend to the need swiftly
58 Service time Every guest must receive service within the time stipulated in the
ldquoGuest Experience Standards Manualrdquo
59 Offer refreshments All guests who are served at the desk of an officermanager
should be offered teawater or as appropriate Please ensure that the guest receives the
drinkrefreshment before it is served to the team member
510 Body posture in front of the guest If frontline officers are sitting across the table
in front of the guest maintain upright posture and keep their hands on the table if
officers are standing in front of the guest maintain a straight but relaxed posture
511 Adjust to guestrsquos pace Remember the pace of the guest will always be different to
yours slow down or speed up to the pace of the guests Speak in the same
languagedialect of the guests as much as appropriate
512 Treat guests with respect Team members should have a respectful attitude
towards the guests
513 Understand the guestrsquos needs Use observation active listening and questioning
techniques to understand the specific needs of the guest and fulfill the needs
514 Serve them efficiently Guests should be served swiftly Body language should
reflect a sense of purpose professionalism and promptness
515 Never say lsquonorsquo Always find a way to sayrsquo yesrsquo An officer should talk to manager
and get lsquoapprovalrsquo if officers have to say lsquoNorsquo Always display a positive attitude
516 Conversation content Ensuring that officers talk with guests clearly and in a
concise manner Avoid talking to guests using technical language [Jargon]
517 Promises Take care to ensure that promises made can be fulfilled
518 How to say it There are certain statements and phrases that irritate almost all
guests You may say (and mean) something and it may mean something else to the guest
as given in the table below Suggested positive phrases given below should be used
Tailor-make it as needed
519 Maintain composure At no time can a team member be rude or lose hisher temper
with the guest even if the guest loses hisher temper
520 Handling angry guests If the guest shouts or becomes very angry in front of other
guests take himher to a private area and follow the complaint handling procedure
521 Help to buy Team members should assist and support the guest to make the right
purchase decision (eg By explaining product details promotions benefits limitations
etc) The financial standing of the guest should be considered when offering products
and they should know all
charges upfront (eg when a garments factory worker open an account only for DPS of
500= for 4 years officers have to be careful about offering a savings account where
customer has to pay ( TK 800 + TK 520 ) + 15 vat total 1518= per year That is will be
very difficult for the guest who has a monthly salary of around Tk 2000=)
522 Guests who will buy later If a guest prefers to buy later heshe should be thanked
for coming to BRAC Bank and politely requested to come again Obtain the details of
guest (name address amp contact details)
523 If officers are busy serving another guest If officers are currently serving a guest
and a another guest comes for his assistance acknowledge the new guest excuse from
the current guest greeting the new guest and introducing himher to another team
member who could assist If no other team member is around then inform the guest that
the officer will attend himher within X minutes Saying ldquoGood morning madamsir
MrMs lsquonamersquo here will assist you until I finish serving this guestrdquo or ldquoGood morning
madamsir I will be with you as soon as I finish serving this guest would you please take
a seat till thenrdquo
524 When officer get back to the guest At the point officer revert to the guest
apologize to the guest Saying ldquoSirMadam sorry to have kept you waitingrdquo
525 Referring to someone else An officer should avoid referring to someone else as
much as possible In the event an officer has to refer the guest to somebody else make
sure it is the right person Guest should be escorted to the right person All information
that the guest shared with the previous officer should be conveyed to the other person
526 Unprofessional behavior Do not have meals snacks drinks unrelated discussions
with colleagues and take personal calls in front of guests Do not leave the desk
unnecessarily and for prolonged periods DO NOT chew lsquopaanrsquotobaccogum bite nails
itch belch spit yawn pick nose in front of team members and guests
527 Bid a fond farewell to the guest Team members should see guests off at the door
bid them a fond farewell and invite them to come again as much as practical
528 Visiting Guests
a When visiting a guestrsquos premises team members should wait for the guest to signal
them to take a seat
b Team members must ask guestrsquos permission before placing any personal item such as
mobile phones files glasses and so forth on the guests table
c Using facilities Team members must ask guestrsquos permission before using any facility
(like washroom) at hisher premise
d Posture Team members must maintain professional posture and purposeful demeanor
in front of guests at all times
e Interruptions Team members must turn off mobile phones (or put on silent mode)
while at guest premises If the team member must answer the phone case of emergencies
permission must be sought at the beginning of the conversation
529 Meeting guests outside work
If team members happen to meet guests outside BBL premises in a social gathering
(party shopping mall etc) heshe must present himherself in a
professional yet friendly manner
530 Telephone etiquette
Standards
bull All phone calls from the PABX to guest service points are answered within 3 rings
bull Phone banking guests must be answered within 60 seconds of requesting for agentrsquos
assistance 90 of the queries should be completed within 90 seconds
Open the telephone call
bull Smile as answer and speak on the phone
bull The welcome greeting should be appropriate to the time of call Eg ldquoGood morning
SirMadamrdquo
bull Identify bank name and department Eg ldquoWelcome to BRAC bank I am lsquonamersquo From
lsquoname ofrsquo Branchrdquo
bull Find out the guestrsquos name Eg ldquoMay I know your name pleaserdquo
bull Offer to help Eg ldquoHow can I help yourdquo
bull For calls to mobile phone say ldquoHello this is lsquonamersquo how can I help yourdquo
The body of the telephone call
bull Continue to smile as the officer speaks on the phone
bull Listen attentively until the guest finishes speaking
bull Make sure the guest knows you are on line and listening with appropriate responses as
they speak
bull Pace the guest [match the language tone mood speed of the guest]
bull Speak in natural voice
bull Use a clear voice
bull Speak in an efficient caring and friendly manner
bull Direct the conversation towards a positive and efficient conclusion
bull Do not use jargons [technical terms] during the conversation
bull Do not eat drink chew make noises and yawn during the phone call
bull Always hold the receiver with the hand and place it close to the mouth and ear
accurately
bull If the guest becomes angry upset and shouts maintain composure and listen
empathize pace and try to resolve the problem In case the problem cannot be solved
promise to direct it to a senior team member who can resolve it immediately The senior
team member should call write to and if necessary visit the guest to ensure resolution of
the problem
Putting the guest on hold
bull Guest should be put on hold only when absolutely necessary
bull Explain the reason why it is required to put himher on hold
bull Request for permission and tell himher exactly how long heshe will be kept on hold
bull If the guest says that heshe cannot hold then take the number and offer to call back as
soon as possible
bull After getting back on the phone thank the guest for waiting
Transferring a call
bull Guest calls should be transferred only when absolutely necessary
bull Seeking permission to transfer the call and telling himher exactly the reason for
transferring and to
whom the call is being transferred to
bull Ensure the person receiving the call gets on line
bull Give the details of the call before officer leave the line
When the person the officer is transferring the call to is not available or busy
bull Apologize for it and offer to help
bull Take a message if required
bull Write down the callerrsquos name organizationrsquos name telephone number and a short
message of the reason for the call
bull Pass on the message to the person who officer was trying to transfer the call
immediately by email text message or short note
When receiving a call while a guest is in front of BSSO
bull If the call arrives when attending to a guest team members should seek permission
from the guest before answering the call
bull If itrsquos a call from any colleague irrespective of their seniority tell himher that you are
serving a guest and that you will call back Finish the call within 30 seconds
bull If it is a call from a guest explain that you are attending to another guest promise to
call back in a specific amount of time take the contact details and call back at the
promised time
bull If the call is from overseas seek permission of the guest in front and attend to the call
swiftly
When ending a call
bull Ask if there is anything else can do for the guest
bull Give the guest his name and contact details and invite them to call for any help
bull Thank them for calling and wait till the guest leaves the line before you leave the line
Outgoing calls
bull Outgoing calls should be made at time convenient to the guest
bull Greeting Eg Assalamu Alaikumgood morning SirMadam
bull Identify oneself clearly Eg ldquoMy name is lsquonamersquo I am the Branch manager of BRAC
Bank lsquoname ofrsquo branchrdquo
bull Ask for the guest [if he calls on a landline ldquoCan I speak to lsquonamersquordquo] or [if he is
calling on the guestrsquos mobile phone ldquoAm I speaking to MrMs lsquonamersquordquo]
bull Explain the reason for your call
bull Continue the conversation and finish the call in the same manner as incoming calls
bull Follow the guidelines of holding transferring and etiquettes as described for incoming
calls earlier
531 Email communication
a Template selection Professional and appropriate templates should be used as per brand
guidelines
b Names and salutation While drafting emails to external guests name of the recipient
must be correct Proper salutation [Mr Mrs Ms Dr etc] should be used
c Word selection Right words should be selected during drafting emails so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Emails should be concise
d Spelling and grammar Spelling and grammar must be checked twice for accuracy
before sending the email
e Identity of the person generating emails The person generating external and internal
emails should have the signature with the name designation department contact phone
numbers and email address The email signature should be as per the brand guidelines
f Manager awareness All external emails should be copied to the service point managers
or sectional managers Keep the CC and BCC to a minimum and only as required for
both external and internal emails
g Acknowledgements Acknowledge internal and external emails as required Request
external guests for acknowledgement
532 Handling guest complaints The team member receiving the complaint owns the
problem until it is handed over to the relevant person and is responsible to personally
introduce the guest to himher (face to face or over the phone) Thereafter the person who
the complaint and the guest was handed over to owns the problem All or some of the
more relevant steps should be taken based on the situation
To handle guest complaints Customer Service Officers need to take the following steps
a Calm down the guest The best way to help the guest to calm down is by giving
a window for the guest to vent the anger Take the guest to a private office room if
possible let the guest vent stay calm be polite listen and offer a soft drink or cool water
b Show empathy Genuinely show that the officers are feeling the same as the
guest is feeling ndash eg ldquoI understand how you feel please let me resolve this for yourdquo
Talking with the same intensity of emotion displayed by the guest This will help calm
down the guest
c Apologize Apologize for the service fault and for the inconvenience caused
d Listen and clarify Invite the guest to explain the problem Listen to the guestrsquos
problem completely and make required clarifications to understand the real situation
Write down all the details
e Re-frame Restate what is understood and ask for the guestrsquos confirmation for
accuracy of the understanding
f Speak gently and be calm Be soft spoken even if the guest gets angry and
disturbed Do not use inappropriate words or body language and do not respond to any
question with a direct ldquoNordquo Do not blame others take ownership of the problem Give
the guest an accurate clarification and possible options Do not make any promises that
cannot be kept
g Channel the complaint to the right person Decide if the officer can handle the
complaint If not it has to be channeled it to the right person based
h Respond immediately The person receiving the complaint directly from the
guest or passed on by a colleague should offer the guest alternatives and let himher
choose Offer the solution clearly and explain to the guest the steps which will be taken to
solve the problem The solution should be provided in the shortest possible time
i Present the solution positively Explaining to the guest exactly what they can do
rather than what cannot do eg instead of saying ldquoI canrsquot deliver the certificate todayrdquo
say ldquoI will make arrangement to deliver the certificate tomorrowrdquo Using appropriate
language to inform that they take responsibility on behalf of the bank to solve the
guestrsquos problem Convey urgency by using positive time based statements - eg ldquoright
awayrdquo ldquoimmediatelyrdquo ldquowithin an hourrdquo etc
j Educate Educating the guests thoroughly to prevent future problems
k Thank for the complaint Guests should be thanked for informing the bank
regarding the problems
l Follow up Writing a letter apologizing for the problem thank for bringing it to
the notice of the bank and stating the steps that will be taken to resolve the problem with
a clear time frame [within 24 hours for standard complaints]
m Informing line manager The line manager should be kept informed about the problem
immediately through e-mail or short note The relevant manager value center head or
business unit heads should be informed of complaints based on the criticalityseverity
levels
n Guest queries regarding the complaint Responding to any guest queries
regarding the status of the solution within 24 hours If they need more time keep the
guest informed
o Complaints that require investigations In terms of complaints requiring
investigation informing the guest of the likely time frame within 24 hours Ensuring that
team members do not delay resolving such complaints beyond 3 working days If it is
taking more than 3 working days keeping the guest updated of the new time frame
533 Service recovery process Guest Service Recovery Process is to convert the upset
or irate guest into a delighted guest who has directly complained to Customer Care
Service or had been handed over to them by a colleague according to the lsquoHandling Guest
Complaintsrsquo section above -
bull When a service breakdown occurs the guest needs to be taken care of in a manner that
makes himher feel very special and important
bull Due to the service breakdown if the guest is attempting to end the relationship with the
bank at any time of this process all attempts should be made to convince the guest to stay
with BRAC Bank and steps should be taken to resolve the issue
bull It is essential that the guest is kept updated once every 3 days (by the person who owns
the problem) to ensure that they do not feel that no action is being taken Progress of the
problem should be logged regularly
bull Once breakdown has been taken care of it is the duty of the concerned department to
send the guest a letter thanking himher for being a BRAC Bank guest and depending on
the value of the problem provide guest with value additions as per the bank policy (eg
gift waiver of charges etc)
534 Managing expectations This is required when a guest needs service or terms
beyond what is possible
bull Fully understanding the guestrsquos needs
bull Politely explain to the guest that it is beyond the current guidelines
bull Speaking to a manager and seeing how best they can accommodate the request
bull Get back to the guest and explaining what can be done and say that it is done under
special approval outside the current guidelines
bull Providing the service
Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited
Effective from January 01 2010
Liability amp Wealth Management Retail Banking
Triple Benefits Savings Account
Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000
Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly
Chequebook Issue Fee Free
Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000
Visa Debit Card fee (annual) Free
Savings - Classic
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Current Plus Account
Minimum Opening Deposit Tk 25000
Half Yearly Account Maintenance Fee Tk 25000 and above FreeBelow Tk 25000 Tk 500 Half-yearly
Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free
Current Classic Account
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 500 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Ezee Account (Non-Checking Account)
Minimum Opening Deposit Tk 5000
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 2
Back ground of the study
At the very arena of globalization and technological innovation banking business has
become more competitive To cope up with this bankers should have huge theoretical
knowledge and professional skill as well as technical basis As a BBA student I felt that
banking is an excellent area to gather some practical knowledge With a view to develop
skilled professional in banking area BRAC University has undertaken the internship-
training program for its BBA students As a partial and essential requirement of the BBA
degree on authorityrsquos instruction I have selected the BRAC Bank Limited one of the
prominent banking institutions of Bangladesh to acquire some practical experience in
banking especially in the correspondent banking program It would not be out of place to
mention here that during the course of the program I had to perform several duties
Origin of the Report
This report is an internship report prepared as a partial fulfillment of requirement for the
completion of the BBA (Bachelors in Business Administration) from BRAC Business
School Department of BRAC University The primary goal of the internship was to
provide an lsquoon the jobrsquo exposure to the student and an opportunity for translation of
theoretical conceptions in real life situation We the students were placed in enterprises
organizations research institutions as well as development projects In this connection
after the completions of the BBA program I was assigned to the BRAC Bank Ltd for
Practical orientation I chose the topic ldquoCustomer Care Service of BRAC Bank Limitedrdquo
for my internship report under the supervision of Mr Zakir Hossain Sharkar Senior
Lecturer BRAC Business School BRAC University This report has been prepared on
my practical experiences from 17th January to 16th April 2010 in BRAC Bank Limited
Momin Road Branch
Objective of the Study
General Objective
The general objaective of preparing this report is to fulfill the requirement of project
work as well as completion the BBA Program through gaining the experience and view
the application of theoretical knowledge in the real life Also find out the Operational
Process of the Bank and itrsquos over all Performance
Project Objective
The objectives of this report are the followings
Get introduced with the idea of ldquo Customer Service Qualityrdquo in BRAC Bank Ltd
Introduce with the Bank service quality assesment tools
Techniques to win a strong customer base
To know the expectations of customers of BRAC Bank
Scope of Report
The report covers overall customer care activities and procedures of the BRAC Bank
Limited This report especially emphasizes on Customer Service Quality
Methodology
To make the report more meaningful and presentable two sources of data and information
were used widely Both primary and secondary data sources were used to prepare this
report The nature of this report is descriptive with some survey or using sampling
method
Data Collection
Both the primary and secondary forms of data are used to make the report more rich and
informative
The details of these sources are gives below
Primary Sources
Most of the information was acquired by discussing with the officers working in
the Momin Branch of BRAC Bank Ltd
Observation and work experience with different divisional in-charges and
suggestions of many executives of the bank
Secondary Sources
Annual Report of the BRAC Bank Limited
Various books articles compilations etc
Websites of the Bank
Instruction circular of Head Office brochures of different banks newspapers and
magazines regarding banking issues and so on
Limitations
Finally I want to talk about my limitations that I had to face during the completion of the
report On the way of preparing of this report I have faced following problems that may
be termed as the limitation of the study
Only three months are not enough to understand the overall operations of a
commercial bank
Bankrsquos policy of not disclosing some sensitive data and information for
obvious reason posed an obstacle to the practical orientation that could be
very much useful
Non-availability of data and information that are more recent on different
activities of BBL was a great difficulty to depict the actual and up-to-date
business position of the bank
Though I have prepared many reports before I had no experience of
internship So inexperience is one of the main constrains of the study
Organization Profile
BRAC Bank Limited a scheduled commercial Bank commenced its business operation in
Dhaka Bangladesh on 4 July 2001 The Bank is mainly owned by the largest NGO in
Bangladesh ndash BRAC The Bank has positioned itself as a new generation Bank with a
focus to meet diverse financial needs of a growing and developing economy The Bank
has embarked with an avowed policy to promote broad based participation in the
Bangladesh economy through the provision of high quality banking service based on latest
information technology The Bank will ensure this by increasing access to economic
opportunities for all individuals and businesses in Bangladesh with a special focus on
currently underserved enterprises and households across the rural-urban spectrum We
believe that increasing the ability of underserved individuals and enterprises to build their
asset base and access market opportunities will increase the economic well being for all
Bangladeshis
Goals
BRAC Bank will be the absolute market leader in the number of loans given to small
and medium sized enterprises through out Bangladesh It will be a world - class
organization in terms of service quality and establishing relationships that help its
customers to develop and grow successfully It will be the Bank of choice both for its
employees and its customers the model bank in this part of the world
Vision
ldquoBuilding a profitable and socially responsible financial institution focused on Markets
and Business with growth potential thereby assisting BRAC and stakeholders build a
just enlightened healthy democratic and poverty free Bangladesh
Mission
Sustained growth in small amp Medium Enterprise sector
Continuous low cost deposit growth with controlled growth in Retained
Assets
Corporate Assets to be funded through self-liability mobilization Growth in
Assets through Syndications and Investment in faster growing sectors
Continuous endeavor to increase fee based income
Keep our Debt Charges at 25 to maintain a steady profitable growth
Achieve efficient synergies between the banks Branches SME Unit Offices
and BRAC field offices for delivery of Remittance and Banks other products
and services
Manage various lines of business in a fully controlled environment with no
compromise on service quality
Keep a diverse far flung team fully motivated and driven towards
materializing the banks vision into reality
A Brief Overview on Service Quality Hand Book of BRAC Bank
IntroductionBRAC Bank is on a journey to establish world-class guest experience in all its operations
This will be achieved by focusing on people infrastructure technology products and
processes This is the most fundamental aspect for the success of their business It will
improve their financial performance through creating happy guests through happy team
members The guidelines in this book should be adopted [where relevant] HR strongly
recommends that employees adopt these guidelines even in their personal lives so that
these behaviors become natural
The two main objectives of this hand book are to help BSSO (Branch Sales and Service
Officer) achieve excellence in Guest Experience and ensure Service Quality
lsquoBRACrsquo Bank Guest Experience Fundamentals
These guidelines will help us to achieve lsquoBRACrsquo Bank guest experience standards-
1) Bold ndash BSSO will be BOLD on behalf of their guests and colleagues They will
be the first to greet first to listen first to make suggestions first to satisfy even the
unexpressed needs and to bid a fond farewell
2) Reliable ndash BSSO will take full ownership in serving their guests to their
complete satisfaction
3) Appealing ndash They will ensure that all guest touch points are appealing and
inviting
4) Consistent ndash It is also necessary to ensure that guest experience quality is
consistent in all aspects across all guest service points all the time
The Five Essential Areas of Excellence in Guest Experience [5Prsquos]
BRAC Bank guest experience standards will apply to the five aspects for excellence in
guest experience listed below
bull People ndash The team who serves our guests
bull Premises ndash the locations from which they serve guests
bull Papers ndash the documents they use to provide amp receive information and communicate
with guests and colleagues
bull Processes ndash the processes that enable the employees to delight their guests
bull Practices ndash the way in which they interact with guests
The Owners of lsquoBRACrsquo Bank Guest Experience Quality
Each team member at BRAC bank has to take OWNERSHIP and FULLY COMPLY
with the guidelines of this document The managers in charge of guest service points and
the various support functions will ensure compliance of lsquoBRACrsquo Bank guest experience
quality by their teams They will be held accountable if any of their team members fail to
comply with these guidelines The management committee is responsible for the
compliance of lsquoBRACrsquo Bank guest experience quality by all team members from the
managers up to themselves in their respective line of command The Managing Director
is responsible for the compliance of lsquoBRACrsquo Bank guest experience quality by the
management committee members
The lsquoBRACrsquo Bank Guest Experience Standards
The BRAC Bank guest experience guidelines are designed to help all team members
contribute towards achieving the following guest experience standards
Every guest should feel that heshe is being treated as a personal guest
Every guest should have a positive image of the bank so that they wholeheartedly
refer BRAC Bank to others
Every guest should receive one stop service
Every guest must receive open and transparent communication
Every guest must be informed about relevant rules guidelines charges and any
changes to these up front
The Process General Compliance
Those responsible for the various team members should take the following steps in the
event they notice any team member violating any demonstrable lsquoBRACrsquo Bank guest
experience guidelines
First time ndash A letter of caution to be issued and coaching to be provided the first time a
team member violates the guidelines
Second time ndash If the same team member violates the same guideline for the second time
the head of HR should be informed who will issue a warning letter
Third time ndash The employee will be terminated if the same guideline is violated for the
third time
Exceptions If a team member cannot follow any of these guidelines due to health or
religious reasons prior written approval should be obtained from the line manager
Detailed guidelines
The guidelines below are listed under the 5Prsquos
1 PEOPLE
The lsquoBRACrsquo Bank guest experience lsquoPeoplersquo deals with proper attitude and behavior of
all team members The aspects include
11 Be purposeful Team members should come to work after having reflected on their
personal purpose and with a resolve to move a step further towards their purpose by
positively approaching their work
12 Punctuality Team members should be punctual In case of unforeseen
circumstances if any team member is likely to be late heshe should inform hisher line
manager host or guest Heshe should also communicate the reason for the delay and the
likely time of arrival before the appointed time Meetings should be called at least 2
working days before hand
13 Behavior Each team member should treat each other as ladies and gentlemen Harsh
and disrespectful words racial slurs loud voice aggressive body language etc should be
avoided at all times
14 Facial expression Team members should always have a smile on the face to display
a friendly helpful and caring attitude when dealing with guests and fellow team
members
15 Body language Body language should be smart and prompt to make guests feel that
team members are dedicated to work
16 Competency Team members should have a fair knowledge of products services
campaigns of BRAC Bank and the competitorsrsquo as well as BRAC bankrsquos policies and
Bangladesh bank policies Each team member should have completed the certification for
their role
17 Information sharing Each team member should proactively share ideas
information and experiences so that we learn from each other to enhance excellence in
guest experience
18 Personal care All employees should take personal care by doing regular exercises
taking balanced and nutritional meals on time sleeping early and taking at least 7 hours
of sleep every day waking early and practicing mind relaxing methods such as
meditation
19 Hair Hair should be neat and should be in good condition Team members should
never comb their hair in front of the guests
110 Eyes Eyes should be clean and clear at all times Red eyes are not acceptable
Glasses should be crystal clear so that eyes are properly visible Contact lenses should be
professional
111 Nose Nasal hair should not be visible No nose picking in public
112 Ears Ears should be cleaned of wax if any for clear hearing and understanding of
the needs of guests and colleagues Earrings are prohibited for male team members
113 Mouth Mouth should be free of bad breath Teeth should be clean and no tooth
picking in public
114 Face Males should have clean shaven faces or well trimmed beards Ladies should
wear professional looking cosmetics and make up
115 Body Team members should use under arm roll-on or spray deodorant adequately
so that there is no body odor Smokers should ensure that smoke smell does not emanate
from mouth or body Tattoos and Hena tattoos should not be visible Inappropriate body
piercing is prohibited
116 Hand Hands and nails should be neat and clean for a proper handshake If nail
polish is used the colour of the nail polish should be professional [colours such as black
dark green blue etc should be avoided]
117 Clothes and accessories Clothing should be clean and well ironed It should be
professional and simple Those who are required to wear uniform should wear them all
the time
bull Ladies Dress code for female team members should be decent Salwar Kameez
saree ankle length skirt trouser with long sleeve shirt Orrnas should be worn decently
Collarless sleeveless t-shirt sleeveless blouse sleeveless Salwar-Kameez deep
neckedlow back tops short skirt jeans and sneakers are strictly prohibited Team
members should wear culturally fit dress of sober colours and should not wear dresses
that make noise Accessories worn should be of minimum in quantity [bangles] and small
in size [necklace and earrings etc] If anklets are worn they should not make any sound
bull Gentleman All team members should wear decent and professional looking
shirts and trousers Those who are required to wear tie and coat should wear matching
colours Ties and the knots should be in good shape Dirty or button less shirts should be
avoided No extra threads should be visible Long sleeve shirts should be worn and shirt
sleeves should be buttoned and should not be folded Collarless T-shirts jeans loud
coloured shirts are strictly prohibited Men should wear blackbrown leather belts that
matches the cloths with smart professional looking buckles
bull Attire for dress down day Back office staff can choose to dress in Smart Casual
attire on dress down days However the guidelines with regard to professionalism and
decency applicable for normal working days should be followed by all team members
118 Shoes and socks Men should wear black or dark brown shoes with dark socks of a
matching colour Shoes should be polished and socks should be clean Ladies should
wear professional well coordinated shoes with low heels Shoes should not have
accessories that make noise Open sandals (without heels) sneakers slippers and gym
shoes are strictly prohibited for all
119 Identity Every team member at front line guest service points must wear hisher
name tag at all times
2 PREMISES
Premises deal with the physical appearance of guest service points as well as areas where
the guests do not access They should be maintained in a professional and comfortable
manner The following are the guidelines which need to be followed to create the desired
work environment
21 Outside appearance of the premises The exterior of each bankrsquos premises should
be well maintained Team members should not smoke in front of the premises
22 Signboard Signature must be clearly visible and the information given in the
signage must be accurate Signage with lights should be lit at night subject to local
authority guidelines
23 Entrance Entrances to premises should be inviting clean and uncluttered
24 Staircase Staircases should be well maintained cleaned and should be uncluttered so
that people can move in and out very smoothly without a problem They have to climb on
the left side
and do not stop and have conversations on the stairways
25 Elevators Elevators should be kept neat and clean Team members have Wait and
keep the entrance clear until those inside exit the elevator before they enter The person
standing near the control panel should press the required numbers of the other passengers
26 Interior Interior must be well maintained and they should be spotlessly clean All
team members should take the responsibility to keep it clean They should pick up any
garbage they see on the floor and put it in the bin
27 Internal signage Internal signage should be maintained regularly so that they are
clean in good working order and the contents should be legible amp accurate They should
be maintained according to the brand guidelines
28 Lighting The right amount of lighting with the correct lighting colours should be
maintained
29 Temperature amp freshness The temperature should be maintained at a comfortable
level Where available air conditioners should be noise free Fans should be clean and in
working order Ventilation should be proper
210 Guest seating Guest seating areas and facilities should be neat clean and
comfortable
211 Newspapers and magazines Always ensure the newspapers magazines and
periodicals provided in guest waiting areas are current
212 TV channels Appropriate TV channels such as news cartoons nature and sports
should be shown in the in-branch televisions wherever applicable Scary indecent
channels are prohibited Sound should be muted or at low level
213 Tissue box Guest care desk should have a box of facial tissues
214 Brochures and posters Brochures should be current and displayed in a manner that
it is inviting for the guests to pick them up Posters should be displayed prominently and
professionally
215 Plants Always ensure that plants inside and outside the premises are neatly placed
in clean vases and they should have fresh leaves
216 Desks and counters Desks and counters should be maintained in a professional and
uncluttered manner Papers should be filed and stored in the appropriate places
217 Computers and accessories Computers and accessories should be maintained
according to IT guidelines
218 Phones Avoid using phones of others for hygiene reasons however this guideline
does not apply in relation to serving our guest Use antiseptics at least once a day to clean
your phones Phones should be easily accessible
219 Wires Electric phone and computer wires should not be exposed
220 Fax and photocopy machines Fax and photocopy machines should be maintained
according to GAIS guidelines Papers should be kept only in the designated places
221 Water dispensers Water dispensers should be kept only in the dining or other
appropriate place away from the visibility of the guests
222 Crockery amp cutlery Crockery amp cutlery should be in good shape and they should
be stored in a clean and a hygienic manner Tea coffee milk sugar etc should be also
stored in a hygienic and neat manner
223 Toilet There should be no bad smell in the toilets There should be dry floors clean
basins clean towels soaps and toilet rolls Toilets should be cleaned regularly and air
freshener should be in place
224 Towels and linen Towels and linen should not be kept in visible locations They
should be stored in a designated location Fresh clean towels should be available
everyday
225 ATMS ATM booths should be well lit clean insect-free and well maintained Air
temperature must be maintained at comfortable level Brochure stands should be clean
and contain current brochures
226 Guest locker room The lockers should be maintained well Mirrors tables and
seating arrangements should be clean Locker rooms should not be cluttered
227 Store room Store rooms should be orderly neat and clean
228 Non-smoking premises All BRAC Bank premises other than designated smoking
areas are smoke-free zones
3 PAPERS
Papers deal with the documents we use to provide amp receive information and
communicate with our guests and colleagues
31 Paper selection Outgoing letters should be printed on BRAC Bank letter heads
according to the template provided for routine letters and as required for ad hoc letters
32 Names and salutation While drafting letters name of the recipient and salutation
should be correct The most appropriate salutation should be used
33 Word selection Right words should be selected during drafting letters so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Letters should not be unnecessarily long Letters should be concise and
elegant
34 Identity of the person generating external letters Where applicable the person
generating external letters should sign on the name designation contact phone number
and email address
35 Spelling and grammar The accuracy of letters [information spelling and grammar]
should be ensured A second person should proof read all letters before printing and
posting of the letters
36 Printing and signing of letters Ensure the papers and inks are of good quality A
good quality pen should be used for signing of documents
37 Manager awareness Where applicable all external letters must be seen by the
service point manager or sectional manager before [or after in case of urgent letters] they
are sent
38 Envelopes Appropriate envelope size should be used and the address should be
placed properly as per brand guidelines
39 Forms Guest should be guided to fill documents such as charge documents [which
has a legal implication if NOT filled by the guest] Ensure they are filled completely
accurately and neatly by double checking the supporting documents Make sure the forms
are checked and signed by the guest Forms filled for internal purposes such as leave or
requisitions should be filled completely accurately and neatly
310 Reports Reports generated for external or internal purposes should be checked for
accuracy and should be professionally prepared and presented
4 PROCESSES
41 All team members should be fully aware of and fully understand the processes
relating to the servicing of our guests
42 All team members should support each other in ensuring the effective and efficient
implementation of processes
43 All team members should provide suggestions to improve process as and when they
feel the need for it
44 All team members should take part in a quality circle and share process improvement
ideas at least once a month
45 All processes should be delivered according to the BRAC Bank standards as
documented in the ldquoGuest Experience Standards Manualrdquo
5 PRACTICES
This deals with the practices required to ensure a heartfelt interaction to provide a
memorable experience to guests every time they interact with the bank It deals with
ensuring a warm welcome fulfilling the expressed and unexpressed needs of the guests
and bidding a fond farewell Team membersrsquo communication may be in Bangla English
or any other language deemed appropriate
51 First Impression is the last impression Focus on creating a positive first
impression by attending to the guests professionally and in a friendly manner
52 Smile and eye contact Team members should have a genuine smile and maintain
eye contact while talking to a guest
53 Hand shake Team members should not extend their hand to guests and colleagues
of the opposite gender Team members should extend their hand to guests and colleagues
of the same gender Irrespective of gender if the guest initiates a hand shake the team
member should respond in a culturally acceptable manner Those team members who
prefer not to shake hands should greet in an appropriate and respectful manner if guests
or colleagues extend their hands However for frontline team members who are seated
behind counters it may not be possible to shake hands In this case they must extend a
heartfelt welcome to their guests
54 Seating Please allow your guests to take a seat first and then seat yourself
55 Full attention When attending to the guest team members should provide undivided
attention
56 Greeting
1048633 Team members The closest team member should greet the guest within 30 seconds of
their entering the premises Use appropriate greeting based on the time of the day Eg
Assalamu Alaikumgood morning madam Welcome to BRAC Bank my name is
ldquonamerdquo I am your rdquodesignationrdquo
57 Ask how the guest wants to be helped The sample scripts for respective team
members are given below
1048633 Service providing officer and managers ldquoMadam I can help yourdquo or ldquoI am at your
service todayrdquo or ldquoWhat can I do for you todayrdquo or ldquoIs there anything specific I can help
you with todayrdquo When practical personally escort them to the relevant counterdesk
introduce the guest and describe the need to the person who will provide the service as
much as possible If not direct them to the waiting area and ask them to take a seat or
join the line
1048633 Thereafter attend to the need swiftly
58 Service time Every guest must receive service within the time stipulated in the
ldquoGuest Experience Standards Manualrdquo
59 Offer refreshments All guests who are served at the desk of an officermanager
should be offered teawater or as appropriate Please ensure that the guest receives the
drinkrefreshment before it is served to the team member
510 Body posture in front of the guest If frontline officers are sitting across the table
in front of the guest maintain upright posture and keep their hands on the table if
officers are standing in front of the guest maintain a straight but relaxed posture
511 Adjust to guestrsquos pace Remember the pace of the guest will always be different to
yours slow down or speed up to the pace of the guests Speak in the same
languagedialect of the guests as much as appropriate
512 Treat guests with respect Team members should have a respectful attitude
towards the guests
513 Understand the guestrsquos needs Use observation active listening and questioning
techniques to understand the specific needs of the guest and fulfill the needs
514 Serve them efficiently Guests should be served swiftly Body language should
reflect a sense of purpose professionalism and promptness
515 Never say lsquonorsquo Always find a way to sayrsquo yesrsquo An officer should talk to manager
and get lsquoapprovalrsquo if officers have to say lsquoNorsquo Always display a positive attitude
516 Conversation content Ensuring that officers talk with guests clearly and in a
concise manner Avoid talking to guests using technical language [Jargon]
517 Promises Take care to ensure that promises made can be fulfilled
518 How to say it There are certain statements and phrases that irritate almost all
guests You may say (and mean) something and it may mean something else to the guest
as given in the table below Suggested positive phrases given below should be used
Tailor-make it as needed
519 Maintain composure At no time can a team member be rude or lose hisher temper
with the guest even if the guest loses hisher temper
520 Handling angry guests If the guest shouts or becomes very angry in front of other
guests take himher to a private area and follow the complaint handling procedure
521 Help to buy Team members should assist and support the guest to make the right
purchase decision (eg By explaining product details promotions benefits limitations
etc) The financial standing of the guest should be considered when offering products
and they should know all
charges upfront (eg when a garments factory worker open an account only for DPS of
500= for 4 years officers have to be careful about offering a savings account where
customer has to pay ( TK 800 + TK 520 ) + 15 vat total 1518= per year That is will be
very difficult for the guest who has a monthly salary of around Tk 2000=)
522 Guests who will buy later If a guest prefers to buy later heshe should be thanked
for coming to BRAC Bank and politely requested to come again Obtain the details of
guest (name address amp contact details)
523 If officers are busy serving another guest If officers are currently serving a guest
and a another guest comes for his assistance acknowledge the new guest excuse from
the current guest greeting the new guest and introducing himher to another team
member who could assist If no other team member is around then inform the guest that
the officer will attend himher within X minutes Saying ldquoGood morning madamsir
MrMs lsquonamersquo here will assist you until I finish serving this guestrdquo or ldquoGood morning
madamsir I will be with you as soon as I finish serving this guest would you please take
a seat till thenrdquo
524 When officer get back to the guest At the point officer revert to the guest
apologize to the guest Saying ldquoSirMadam sorry to have kept you waitingrdquo
525 Referring to someone else An officer should avoid referring to someone else as
much as possible In the event an officer has to refer the guest to somebody else make
sure it is the right person Guest should be escorted to the right person All information
that the guest shared with the previous officer should be conveyed to the other person
526 Unprofessional behavior Do not have meals snacks drinks unrelated discussions
with colleagues and take personal calls in front of guests Do not leave the desk
unnecessarily and for prolonged periods DO NOT chew lsquopaanrsquotobaccogum bite nails
itch belch spit yawn pick nose in front of team members and guests
527 Bid a fond farewell to the guest Team members should see guests off at the door
bid them a fond farewell and invite them to come again as much as practical
528 Visiting Guests
a When visiting a guestrsquos premises team members should wait for the guest to signal
them to take a seat
b Team members must ask guestrsquos permission before placing any personal item such as
mobile phones files glasses and so forth on the guests table
c Using facilities Team members must ask guestrsquos permission before using any facility
(like washroom) at hisher premise
d Posture Team members must maintain professional posture and purposeful demeanor
in front of guests at all times
e Interruptions Team members must turn off mobile phones (or put on silent mode)
while at guest premises If the team member must answer the phone case of emergencies
permission must be sought at the beginning of the conversation
529 Meeting guests outside work
If team members happen to meet guests outside BBL premises in a social gathering
(party shopping mall etc) heshe must present himherself in a
professional yet friendly manner
530 Telephone etiquette
Standards
bull All phone calls from the PABX to guest service points are answered within 3 rings
bull Phone banking guests must be answered within 60 seconds of requesting for agentrsquos
assistance 90 of the queries should be completed within 90 seconds
Open the telephone call
bull Smile as answer and speak on the phone
bull The welcome greeting should be appropriate to the time of call Eg ldquoGood morning
SirMadamrdquo
bull Identify bank name and department Eg ldquoWelcome to BRAC bank I am lsquonamersquo From
lsquoname ofrsquo Branchrdquo
bull Find out the guestrsquos name Eg ldquoMay I know your name pleaserdquo
bull Offer to help Eg ldquoHow can I help yourdquo
bull For calls to mobile phone say ldquoHello this is lsquonamersquo how can I help yourdquo
The body of the telephone call
bull Continue to smile as the officer speaks on the phone
bull Listen attentively until the guest finishes speaking
bull Make sure the guest knows you are on line and listening with appropriate responses as
they speak
bull Pace the guest [match the language tone mood speed of the guest]
bull Speak in natural voice
bull Use a clear voice
bull Speak in an efficient caring and friendly manner
bull Direct the conversation towards a positive and efficient conclusion
bull Do not use jargons [technical terms] during the conversation
bull Do not eat drink chew make noises and yawn during the phone call
bull Always hold the receiver with the hand and place it close to the mouth and ear
accurately
bull If the guest becomes angry upset and shouts maintain composure and listen
empathize pace and try to resolve the problem In case the problem cannot be solved
promise to direct it to a senior team member who can resolve it immediately The senior
team member should call write to and if necessary visit the guest to ensure resolution of
the problem
Putting the guest on hold
bull Guest should be put on hold only when absolutely necessary
bull Explain the reason why it is required to put himher on hold
bull Request for permission and tell himher exactly how long heshe will be kept on hold
bull If the guest says that heshe cannot hold then take the number and offer to call back as
soon as possible
bull After getting back on the phone thank the guest for waiting
Transferring a call
bull Guest calls should be transferred only when absolutely necessary
bull Seeking permission to transfer the call and telling himher exactly the reason for
transferring and to
whom the call is being transferred to
bull Ensure the person receiving the call gets on line
bull Give the details of the call before officer leave the line
When the person the officer is transferring the call to is not available or busy
bull Apologize for it and offer to help
bull Take a message if required
bull Write down the callerrsquos name organizationrsquos name telephone number and a short
message of the reason for the call
bull Pass on the message to the person who officer was trying to transfer the call
immediately by email text message or short note
When receiving a call while a guest is in front of BSSO
bull If the call arrives when attending to a guest team members should seek permission
from the guest before answering the call
bull If itrsquos a call from any colleague irrespective of their seniority tell himher that you are
serving a guest and that you will call back Finish the call within 30 seconds
bull If it is a call from a guest explain that you are attending to another guest promise to
call back in a specific amount of time take the contact details and call back at the
promised time
bull If the call is from overseas seek permission of the guest in front and attend to the call
swiftly
When ending a call
bull Ask if there is anything else can do for the guest
bull Give the guest his name and contact details and invite them to call for any help
bull Thank them for calling and wait till the guest leaves the line before you leave the line
Outgoing calls
bull Outgoing calls should be made at time convenient to the guest
bull Greeting Eg Assalamu Alaikumgood morning SirMadam
bull Identify oneself clearly Eg ldquoMy name is lsquonamersquo I am the Branch manager of BRAC
Bank lsquoname ofrsquo branchrdquo
bull Ask for the guest [if he calls on a landline ldquoCan I speak to lsquonamersquordquo] or [if he is
calling on the guestrsquos mobile phone ldquoAm I speaking to MrMs lsquonamersquordquo]
bull Explain the reason for your call
bull Continue the conversation and finish the call in the same manner as incoming calls
bull Follow the guidelines of holding transferring and etiquettes as described for incoming
calls earlier
531 Email communication
a Template selection Professional and appropriate templates should be used as per brand
guidelines
b Names and salutation While drafting emails to external guests name of the recipient
must be correct Proper salutation [Mr Mrs Ms Dr etc] should be used
c Word selection Right words should be selected during drafting emails so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Emails should be concise
d Spelling and grammar Spelling and grammar must be checked twice for accuracy
before sending the email
e Identity of the person generating emails The person generating external and internal
emails should have the signature with the name designation department contact phone
numbers and email address The email signature should be as per the brand guidelines
f Manager awareness All external emails should be copied to the service point managers
or sectional managers Keep the CC and BCC to a minimum and only as required for
both external and internal emails
g Acknowledgements Acknowledge internal and external emails as required Request
external guests for acknowledgement
532 Handling guest complaints The team member receiving the complaint owns the
problem until it is handed over to the relevant person and is responsible to personally
introduce the guest to himher (face to face or over the phone) Thereafter the person who
the complaint and the guest was handed over to owns the problem All or some of the
more relevant steps should be taken based on the situation
To handle guest complaints Customer Service Officers need to take the following steps
a Calm down the guest The best way to help the guest to calm down is by giving
a window for the guest to vent the anger Take the guest to a private office room if
possible let the guest vent stay calm be polite listen and offer a soft drink or cool water
b Show empathy Genuinely show that the officers are feeling the same as the
guest is feeling ndash eg ldquoI understand how you feel please let me resolve this for yourdquo
Talking with the same intensity of emotion displayed by the guest This will help calm
down the guest
c Apologize Apologize for the service fault and for the inconvenience caused
d Listen and clarify Invite the guest to explain the problem Listen to the guestrsquos
problem completely and make required clarifications to understand the real situation
Write down all the details
e Re-frame Restate what is understood and ask for the guestrsquos confirmation for
accuracy of the understanding
f Speak gently and be calm Be soft spoken even if the guest gets angry and
disturbed Do not use inappropriate words or body language and do not respond to any
question with a direct ldquoNordquo Do not blame others take ownership of the problem Give
the guest an accurate clarification and possible options Do not make any promises that
cannot be kept
g Channel the complaint to the right person Decide if the officer can handle the
complaint If not it has to be channeled it to the right person based
h Respond immediately The person receiving the complaint directly from the
guest or passed on by a colleague should offer the guest alternatives and let himher
choose Offer the solution clearly and explain to the guest the steps which will be taken to
solve the problem The solution should be provided in the shortest possible time
i Present the solution positively Explaining to the guest exactly what they can do
rather than what cannot do eg instead of saying ldquoI canrsquot deliver the certificate todayrdquo
say ldquoI will make arrangement to deliver the certificate tomorrowrdquo Using appropriate
language to inform that they take responsibility on behalf of the bank to solve the
guestrsquos problem Convey urgency by using positive time based statements - eg ldquoright
awayrdquo ldquoimmediatelyrdquo ldquowithin an hourrdquo etc
j Educate Educating the guests thoroughly to prevent future problems
k Thank for the complaint Guests should be thanked for informing the bank
regarding the problems
l Follow up Writing a letter apologizing for the problem thank for bringing it to
the notice of the bank and stating the steps that will be taken to resolve the problem with
a clear time frame [within 24 hours for standard complaints]
m Informing line manager The line manager should be kept informed about the problem
immediately through e-mail or short note The relevant manager value center head or
business unit heads should be informed of complaints based on the criticalityseverity
levels
n Guest queries regarding the complaint Responding to any guest queries
regarding the status of the solution within 24 hours If they need more time keep the
guest informed
o Complaints that require investigations In terms of complaints requiring
investigation informing the guest of the likely time frame within 24 hours Ensuring that
team members do not delay resolving such complaints beyond 3 working days If it is
taking more than 3 working days keeping the guest updated of the new time frame
533 Service recovery process Guest Service Recovery Process is to convert the upset
or irate guest into a delighted guest who has directly complained to Customer Care
Service or had been handed over to them by a colleague according to the lsquoHandling Guest
Complaintsrsquo section above -
bull When a service breakdown occurs the guest needs to be taken care of in a manner that
makes himher feel very special and important
bull Due to the service breakdown if the guest is attempting to end the relationship with the
bank at any time of this process all attempts should be made to convince the guest to stay
with BRAC Bank and steps should be taken to resolve the issue
bull It is essential that the guest is kept updated once every 3 days (by the person who owns
the problem) to ensure that they do not feel that no action is being taken Progress of the
problem should be logged regularly
bull Once breakdown has been taken care of it is the duty of the concerned department to
send the guest a letter thanking himher for being a BRAC Bank guest and depending on
the value of the problem provide guest with value additions as per the bank policy (eg
gift waiver of charges etc)
534 Managing expectations This is required when a guest needs service or terms
beyond what is possible
bull Fully understanding the guestrsquos needs
bull Politely explain to the guest that it is beyond the current guidelines
bull Speaking to a manager and seeing how best they can accommodate the request
bull Get back to the guest and explaining what can be done and say that it is done under
special approval outside the current guidelines
bull Providing the service
Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited
Effective from January 01 2010
Liability amp Wealth Management Retail Banking
Triple Benefits Savings Account
Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000
Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly
Chequebook Issue Fee Free
Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000
Visa Debit Card fee (annual) Free
Savings - Classic
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Current Plus Account
Minimum Opening Deposit Tk 25000
Half Yearly Account Maintenance Fee Tk 25000 and above FreeBelow Tk 25000 Tk 500 Half-yearly
Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free
Current Classic Account
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 500 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Ezee Account (Non-Checking Account)
Minimum Opening Deposit Tk 5000
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 3
Objective of the Study
General Objective
The general objaective of preparing this report is to fulfill the requirement of project
work as well as completion the BBA Program through gaining the experience and view
the application of theoretical knowledge in the real life Also find out the Operational
Process of the Bank and itrsquos over all Performance
Project Objective
The objectives of this report are the followings
Get introduced with the idea of ldquo Customer Service Qualityrdquo in BRAC Bank Ltd
Introduce with the Bank service quality assesment tools
Techniques to win a strong customer base
To know the expectations of customers of BRAC Bank
Scope of Report
The report covers overall customer care activities and procedures of the BRAC Bank
Limited This report especially emphasizes on Customer Service Quality
Methodology
To make the report more meaningful and presentable two sources of data and information
were used widely Both primary and secondary data sources were used to prepare this
report The nature of this report is descriptive with some survey or using sampling
method
Data Collection
Both the primary and secondary forms of data are used to make the report more rich and
informative
The details of these sources are gives below
Primary Sources
Most of the information was acquired by discussing with the officers working in
the Momin Branch of BRAC Bank Ltd
Observation and work experience with different divisional in-charges and
suggestions of many executives of the bank
Secondary Sources
Annual Report of the BRAC Bank Limited
Various books articles compilations etc
Websites of the Bank
Instruction circular of Head Office brochures of different banks newspapers and
magazines regarding banking issues and so on
Limitations
Finally I want to talk about my limitations that I had to face during the completion of the
report On the way of preparing of this report I have faced following problems that may
be termed as the limitation of the study
Only three months are not enough to understand the overall operations of a
commercial bank
Bankrsquos policy of not disclosing some sensitive data and information for
obvious reason posed an obstacle to the practical orientation that could be
very much useful
Non-availability of data and information that are more recent on different
activities of BBL was a great difficulty to depict the actual and up-to-date
business position of the bank
Though I have prepared many reports before I had no experience of
internship So inexperience is one of the main constrains of the study
Organization Profile
BRAC Bank Limited a scheduled commercial Bank commenced its business operation in
Dhaka Bangladesh on 4 July 2001 The Bank is mainly owned by the largest NGO in
Bangladesh ndash BRAC The Bank has positioned itself as a new generation Bank with a
focus to meet diverse financial needs of a growing and developing economy The Bank
has embarked with an avowed policy to promote broad based participation in the
Bangladesh economy through the provision of high quality banking service based on latest
information technology The Bank will ensure this by increasing access to economic
opportunities for all individuals and businesses in Bangladesh with a special focus on
currently underserved enterprises and households across the rural-urban spectrum We
believe that increasing the ability of underserved individuals and enterprises to build their
asset base and access market opportunities will increase the economic well being for all
Bangladeshis
Goals
BRAC Bank will be the absolute market leader in the number of loans given to small
and medium sized enterprises through out Bangladesh It will be a world - class
organization in terms of service quality and establishing relationships that help its
customers to develop and grow successfully It will be the Bank of choice both for its
employees and its customers the model bank in this part of the world
Vision
ldquoBuilding a profitable and socially responsible financial institution focused on Markets
and Business with growth potential thereby assisting BRAC and stakeholders build a
just enlightened healthy democratic and poverty free Bangladesh
Mission
Sustained growth in small amp Medium Enterprise sector
Continuous low cost deposit growth with controlled growth in Retained
Assets
Corporate Assets to be funded through self-liability mobilization Growth in
Assets through Syndications and Investment in faster growing sectors
Continuous endeavor to increase fee based income
Keep our Debt Charges at 25 to maintain a steady profitable growth
Achieve efficient synergies between the banks Branches SME Unit Offices
and BRAC field offices for delivery of Remittance and Banks other products
and services
Manage various lines of business in a fully controlled environment with no
compromise on service quality
Keep a diverse far flung team fully motivated and driven towards
materializing the banks vision into reality
A Brief Overview on Service Quality Hand Book of BRAC Bank
IntroductionBRAC Bank is on a journey to establish world-class guest experience in all its operations
This will be achieved by focusing on people infrastructure technology products and
processes This is the most fundamental aspect for the success of their business It will
improve their financial performance through creating happy guests through happy team
members The guidelines in this book should be adopted [where relevant] HR strongly
recommends that employees adopt these guidelines even in their personal lives so that
these behaviors become natural
The two main objectives of this hand book are to help BSSO (Branch Sales and Service
Officer) achieve excellence in Guest Experience and ensure Service Quality
lsquoBRACrsquo Bank Guest Experience Fundamentals
These guidelines will help us to achieve lsquoBRACrsquo Bank guest experience standards-
1) Bold ndash BSSO will be BOLD on behalf of their guests and colleagues They will
be the first to greet first to listen first to make suggestions first to satisfy even the
unexpressed needs and to bid a fond farewell
2) Reliable ndash BSSO will take full ownership in serving their guests to their
complete satisfaction
3) Appealing ndash They will ensure that all guest touch points are appealing and
inviting
4) Consistent ndash It is also necessary to ensure that guest experience quality is
consistent in all aspects across all guest service points all the time
The Five Essential Areas of Excellence in Guest Experience [5Prsquos]
BRAC Bank guest experience standards will apply to the five aspects for excellence in
guest experience listed below
bull People ndash The team who serves our guests
bull Premises ndash the locations from which they serve guests
bull Papers ndash the documents they use to provide amp receive information and communicate
with guests and colleagues
bull Processes ndash the processes that enable the employees to delight their guests
bull Practices ndash the way in which they interact with guests
The Owners of lsquoBRACrsquo Bank Guest Experience Quality
Each team member at BRAC bank has to take OWNERSHIP and FULLY COMPLY
with the guidelines of this document The managers in charge of guest service points and
the various support functions will ensure compliance of lsquoBRACrsquo Bank guest experience
quality by their teams They will be held accountable if any of their team members fail to
comply with these guidelines The management committee is responsible for the
compliance of lsquoBRACrsquo Bank guest experience quality by all team members from the
managers up to themselves in their respective line of command The Managing Director
is responsible for the compliance of lsquoBRACrsquo Bank guest experience quality by the
management committee members
The lsquoBRACrsquo Bank Guest Experience Standards
The BRAC Bank guest experience guidelines are designed to help all team members
contribute towards achieving the following guest experience standards
Every guest should feel that heshe is being treated as a personal guest
Every guest should have a positive image of the bank so that they wholeheartedly
refer BRAC Bank to others
Every guest should receive one stop service
Every guest must receive open and transparent communication
Every guest must be informed about relevant rules guidelines charges and any
changes to these up front
The Process General Compliance
Those responsible for the various team members should take the following steps in the
event they notice any team member violating any demonstrable lsquoBRACrsquo Bank guest
experience guidelines
First time ndash A letter of caution to be issued and coaching to be provided the first time a
team member violates the guidelines
Second time ndash If the same team member violates the same guideline for the second time
the head of HR should be informed who will issue a warning letter
Third time ndash The employee will be terminated if the same guideline is violated for the
third time
Exceptions If a team member cannot follow any of these guidelines due to health or
religious reasons prior written approval should be obtained from the line manager
Detailed guidelines
The guidelines below are listed under the 5Prsquos
1 PEOPLE
The lsquoBRACrsquo Bank guest experience lsquoPeoplersquo deals with proper attitude and behavior of
all team members The aspects include
11 Be purposeful Team members should come to work after having reflected on their
personal purpose and with a resolve to move a step further towards their purpose by
positively approaching their work
12 Punctuality Team members should be punctual In case of unforeseen
circumstances if any team member is likely to be late heshe should inform hisher line
manager host or guest Heshe should also communicate the reason for the delay and the
likely time of arrival before the appointed time Meetings should be called at least 2
working days before hand
13 Behavior Each team member should treat each other as ladies and gentlemen Harsh
and disrespectful words racial slurs loud voice aggressive body language etc should be
avoided at all times
14 Facial expression Team members should always have a smile on the face to display
a friendly helpful and caring attitude when dealing with guests and fellow team
members
15 Body language Body language should be smart and prompt to make guests feel that
team members are dedicated to work
16 Competency Team members should have a fair knowledge of products services
campaigns of BRAC Bank and the competitorsrsquo as well as BRAC bankrsquos policies and
Bangladesh bank policies Each team member should have completed the certification for
their role
17 Information sharing Each team member should proactively share ideas
information and experiences so that we learn from each other to enhance excellence in
guest experience
18 Personal care All employees should take personal care by doing regular exercises
taking balanced and nutritional meals on time sleeping early and taking at least 7 hours
of sleep every day waking early and practicing mind relaxing methods such as
meditation
19 Hair Hair should be neat and should be in good condition Team members should
never comb their hair in front of the guests
110 Eyes Eyes should be clean and clear at all times Red eyes are not acceptable
Glasses should be crystal clear so that eyes are properly visible Contact lenses should be
professional
111 Nose Nasal hair should not be visible No nose picking in public
112 Ears Ears should be cleaned of wax if any for clear hearing and understanding of
the needs of guests and colleagues Earrings are prohibited for male team members
113 Mouth Mouth should be free of bad breath Teeth should be clean and no tooth
picking in public
114 Face Males should have clean shaven faces or well trimmed beards Ladies should
wear professional looking cosmetics and make up
115 Body Team members should use under arm roll-on or spray deodorant adequately
so that there is no body odor Smokers should ensure that smoke smell does not emanate
from mouth or body Tattoos and Hena tattoos should not be visible Inappropriate body
piercing is prohibited
116 Hand Hands and nails should be neat and clean for a proper handshake If nail
polish is used the colour of the nail polish should be professional [colours such as black
dark green blue etc should be avoided]
117 Clothes and accessories Clothing should be clean and well ironed It should be
professional and simple Those who are required to wear uniform should wear them all
the time
bull Ladies Dress code for female team members should be decent Salwar Kameez
saree ankle length skirt trouser with long sleeve shirt Orrnas should be worn decently
Collarless sleeveless t-shirt sleeveless blouse sleeveless Salwar-Kameez deep
neckedlow back tops short skirt jeans and sneakers are strictly prohibited Team
members should wear culturally fit dress of sober colours and should not wear dresses
that make noise Accessories worn should be of minimum in quantity [bangles] and small
in size [necklace and earrings etc] If anklets are worn they should not make any sound
bull Gentleman All team members should wear decent and professional looking
shirts and trousers Those who are required to wear tie and coat should wear matching
colours Ties and the knots should be in good shape Dirty or button less shirts should be
avoided No extra threads should be visible Long sleeve shirts should be worn and shirt
sleeves should be buttoned and should not be folded Collarless T-shirts jeans loud
coloured shirts are strictly prohibited Men should wear blackbrown leather belts that
matches the cloths with smart professional looking buckles
bull Attire for dress down day Back office staff can choose to dress in Smart Casual
attire on dress down days However the guidelines with regard to professionalism and
decency applicable for normal working days should be followed by all team members
118 Shoes and socks Men should wear black or dark brown shoes with dark socks of a
matching colour Shoes should be polished and socks should be clean Ladies should
wear professional well coordinated shoes with low heels Shoes should not have
accessories that make noise Open sandals (without heels) sneakers slippers and gym
shoes are strictly prohibited for all
119 Identity Every team member at front line guest service points must wear hisher
name tag at all times
2 PREMISES
Premises deal with the physical appearance of guest service points as well as areas where
the guests do not access They should be maintained in a professional and comfortable
manner The following are the guidelines which need to be followed to create the desired
work environment
21 Outside appearance of the premises The exterior of each bankrsquos premises should
be well maintained Team members should not smoke in front of the premises
22 Signboard Signature must be clearly visible and the information given in the
signage must be accurate Signage with lights should be lit at night subject to local
authority guidelines
23 Entrance Entrances to premises should be inviting clean and uncluttered
24 Staircase Staircases should be well maintained cleaned and should be uncluttered so
that people can move in and out very smoothly without a problem They have to climb on
the left side
and do not stop and have conversations on the stairways
25 Elevators Elevators should be kept neat and clean Team members have Wait and
keep the entrance clear until those inside exit the elevator before they enter The person
standing near the control panel should press the required numbers of the other passengers
26 Interior Interior must be well maintained and they should be spotlessly clean All
team members should take the responsibility to keep it clean They should pick up any
garbage they see on the floor and put it in the bin
27 Internal signage Internal signage should be maintained regularly so that they are
clean in good working order and the contents should be legible amp accurate They should
be maintained according to the brand guidelines
28 Lighting The right amount of lighting with the correct lighting colours should be
maintained
29 Temperature amp freshness The temperature should be maintained at a comfortable
level Where available air conditioners should be noise free Fans should be clean and in
working order Ventilation should be proper
210 Guest seating Guest seating areas and facilities should be neat clean and
comfortable
211 Newspapers and magazines Always ensure the newspapers magazines and
periodicals provided in guest waiting areas are current
212 TV channels Appropriate TV channels such as news cartoons nature and sports
should be shown in the in-branch televisions wherever applicable Scary indecent
channels are prohibited Sound should be muted or at low level
213 Tissue box Guest care desk should have a box of facial tissues
214 Brochures and posters Brochures should be current and displayed in a manner that
it is inviting for the guests to pick them up Posters should be displayed prominently and
professionally
215 Plants Always ensure that plants inside and outside the premises are neatly placed
in clean vases and they should have fresh leaves
216 Desks and counters Desks and counters should be maintained in a professional and
uncluttered manner Papers should be filed and stored in the appropriate places
217 Computers and accessories Computers and accessories should be maintained
according to IT guidelines
218 Phones Avoid using phones of others for hygiene reasons however this guideline
does not apply in relation to serving our guest Use antiseptics at least once a day to clean
your phones Phones should be easily accessible
219 Wires Electric phone and computer wires should not be exposed
220 Fax and photocopy machines Fax and photocopy machines should be maintained
according to GAIS guidelines Papers should be kept only in the designated places
221 Water dispensers Water dispensers should be kept only in the dining or other
appropriate place away from the visibility of the guests
222 Crockery amp cutlery Crockery amp cutlery should be in good shape and they should
be stored in a clean and a hygienic manner Tea coffee milk sugar etc should be also
stored in a hygienic and neat manner
223 Toilet There should be no bad smell in the toilets There should be dry floors clean
basins clean towels soaps and toilet rolls Toilets should be cleaned regularly and air
freshener should be in place
224 Towels and linen Towels and linen should not be kept in visible locations They
should be stored in a designated location Fresh clean towels should be available
everyday
225 ATMS ATM booths should be well lit clean insect-free and well maintained Air
temperature must be maintained at comfortable level Brochure stands should be clean
and contain current brochures
226 Guest locker room The lockers should be maintained well Mirrors tables and
seating arrangements should be clean Locker rooms should not be cluttered
227 Store room Store rooms should be orderly neat and clean
228 Non-smoking premises All BRAC Bank premises other than designated smoking
areas are smoke-free zones
3 PAPERS
Papers deal with the documents we use to provide amp receive information and
communicate with our guests and colleagues
31 Paper selection Outgoing letters should be printed on BRAC Bank letter heads
according to the template provided for routine letters and as required for ad hoc letters
32 Names and salutation While drafting letters name of the recipient and salutation
should be correct The most appropriate salutation should be used
33 Word selection Right words should be selected during drafting letters so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Letters should not be unnecessarily long Letters should be concise and
elegant
34 Identity of the person generating external letters Where applicable the person
generating external letters should sign on the name designation contact phone number
and email address
35 Spelling and grammar The accuracy of letters [information spelling and grammar]
should be ensured A second person should proof read all letters before printing and
posting of the letters
36 Printing and signing of letters Ensure the papers and inks are of good quality A
good quality pen should be used for signing of documents
37 Manager awareness Where applicable all external letters must be seen by the
service point manager or sectional manager before [or after in case of urgent letters] they
are sent
38 Envelopes Appropriate envelope size should be used and the address should be
placed properly as per brand guidelines
39 Forms Guest should be guided to fill documents such as charge documents [which
has a legal implication if NOT filled by the guest] Ensure they are filled completely
accurately and neatly by double checking the supporting documents Make sure the forms
are checked and signed by the guest Forms filled for internal purposes such as leave or
requisitions should be filled completely accurately and neatly
310 Reports Reports generated for external or internal purposes should be checked for
accuracy and should be professionally prepared and presented
4 PROCESSES
41 All team members should be fully aware of and fully understand the processes
relating to the servicing of our guests
42 All team members should support each other in ensuring the effective and efficient
implementation of processes
43 All team members should provide suggestions to improve process as and when they
feel the need for it
44 All team members should take part in a quality circle and share process improvement
ideas at least once a month
45 All processes should be delivered according to the BRAC Bank standards as
documented in the ldquoGuest Experience Standards Manualrdquo
5 PRACTICES
This deals with the practices required to ensure a heartfelt interaction to provide a
memorable experience to guests every time they interact with the bank It deals with
ensuring a warm welcome fulfilling the expressed and unexpressed needs of the guests
and bidding a fond farewell Team membersrsquo communication may be in Bangla English
or any other language deemed appropriate
51 First Impression is the last impression Focus on creating a positive first
impression by attending to the guests professionally and in a friendly manner
52 Smile and eye contact Team members should have a genuine smile and maintain
eye contact while talking to a guest
53 Hand shake Team members should not extend their hand to guests and colleagues
of the opposite gender Team members should extend their hand to guests and colleagues
of the same gender Irrespective of gender if the guest initiates a hand shake the team
member should respond in a culturally acceptable manner Those team members who
prefer not to shake hands should greet in an appropriate and respectful manner if guests
or colleagues extend their hands However for frontline team members who are seated
behind counters it may not be possible to shake hands In this case they must extend a
heartfelt welcome to their guests
54 Seating Please allow your guests to take a seat first and then seat yourself
55 Full attention When attending to the guest team members should provide undivided
attention
56 Greeting
1048633 Team members The closest team member should greet the guest within 30 seconds of
their entering the premises Use appropriate greeting based on the time of the day Eg
Assalamu Alaikumgood morning madam Welcome to BRAC Bank my name is
ldquonamerdquo I am your rdquodesignationrdquo
57 Ask how the guest wants to be helped The sample scripts for respective team
members are given below
1048633 Service providing officer and managers ldquoMadam I can help yourdquo or ldquoI am at your
service todayrdquo or ldquoWhat can I do for you todayrdquo or ldquoIs there anything specific I can help
you with todayrdquo When practical personally escort them to the relevant counterdesk
introduce the guest and describe the need to the person who will provide the service as
much as possible If not direct them to the waiting area and ask them to take a seat or
join the line
1048633 Thereafter attend to the need swiftly
58 Service time Every guest must receive service within the time stipulated in the
ldquoGuest Experience Standards Manualrdquo
59 Offer refreshments All guests who are served at the desk of an officermanager
should be offered teawater or as appropriate Please ensure that the guest receives the
drinkrefreshment before it is served to the team member
510 Body posture in front of the guest If frontline officers are sitting across the table
in front of the guest maintain upright posture and keep their hands on the table if
officers are standing in front of the guest maintain a straight but relaxed posture
511 Adjust to guestrsquos pace Remember the pace of the guest will always be different to
yours slow down or speed up to the pace of the guests Speak in the same
languagedialect of the guests as much as appropriate
512 Treat guests with respect Team members should have a respectful attitude
towards the guests
513 Understand the guestrsquos needs Use observation active listening and questioning
techniques to understand the specific needs of the guest and fulfill the needs
514 Serve them efficiently Guests should be served swiftly Body language should
reflect a sense of purpose professionalism and promptness
515 Never say lsquonorsquo Always find a way to sayrsquo yesrsquo An officer should talk to manager
and get lsquoapprovalrsquo if officers have to say lsquoNorsquo Always display a positive attitude
516 Conversation content Ensuring that officers talk with guests clearly and in a
concise manner Avoid talking to guests using technical language [Jargon]
517 Promises Take care to ensure that promises made can be fulfilled
518 How to say it There are certain statements and phrases that irritate almost all
guests You may say (and mean) something and it may mean something else to the guest
as given in the table below Suggested positive phrases given below should be used
Tailor-make it as needed
519 Maintain composure At no time can a team member be rude or lose hisher temper
with the guest even if the guest loses hisher temper
520 Handling angry guests If the guest shouts or becomes very angry in front of other
guests take himher to a private area and follow the complaint handling procedure
521 Help to buy Team members should assist and support the guest to make the right
purchase decision (eg By explaining product details promotions benefits limitations
etc) The financial standing of the guest should be considered when offering products
and they should know all
charges upfront (eg when a garments factory worker open an account only for DPS of
500= for 4 years officers have to be careful about offering a savings account where
customer has to pay ( TK 800 + TK 520 ) + 15 vat total 1518= per year That is will be
very difficult for the guest who has a monthly salary of around Tk 2000=)
522 Guests who will buy later If a guest prefers to buy later heshe should be thanked
for coming to BRAC Bank and politely requested to come again Obtain the details of
guest (name address amp contact details)
523 If officers are busy serving another guest If officers are currently serving a guest
and a another guest comes for his assistance acknowledge the new guest excuse from
the current guest greeting the new guest and introducing himher to another team
member who could assist If no other team member is around then inform the guest that
the officer will attend himher within X minutes Saying ldquoGood morning madamsir
MrMs lsquonamersquo here will assist you until I finish serving this guestrdquo or ldquoGood morning
madamsir I will be with you as soon as I finish serving this guest would you please take
a seat till thenrdquo
524 When officer get back to the guest At the point officer revert to the guest
apologize to the guest Saying ldquoSirMadam sorry to have kept you waitingrdquo
525 Referring to someone else An officer should avoid referring to someone else as
much as possible In the event an officer has to refer the guest to somebody else make
sure it is the right person Guest should be escorted to the right person All information
that the guest shared with the previous officer should be conveyed to the other person
526 Unprofessional behavior Do not have meals snacks drinks unrelated discussions
with colleagues and take personal calls in front of guests Do not leave the desk
unnecessarily and for prolonged periods DO NOT chew lsquopaanrsquotobaccogum bite nails
itch belch spit yawn pick nose in front of team members and guests
527 Bid a fond farewell to the guest Team members should see guests off at the door
bid them a fond farewell and invite them to come again as much as practical
528 Visiting Guests
a When visiting a guestrsquos premises team members should wait for the guest to signal
them to take a seat
b Team members must ask guestrsquos permission before placing any personal item such as
mobile phones files glasses and so forth on the guests table
c Using facilities Team members must ask guestrsquos permission before using any facility
(like washroom) at hisher premise
d Posture Team members must maintain professional posture and purposeful demeanor
in front of guests at all times
e Interruptions Team members must turn off mobile phones (or put on silent mode)
while at guest premises If the team member must answer the phone case of emergencies
permission must be sought at the beginning of the conversation
529 Meeting guests outside work
If team members happen to meet guests outside BBL premises in a social gathering
(party shopping mall etc) heshe must present himherself in a
professional yet friendly manner
530 Telephone etiquette
Standards
bull All phone calls from the PABX to guest service points are answered within 3 rings
bull Phone banking guests must be answered within 60 seconds of requesting for agentrsquos
assistance 90 of the queries should be completed within 90 seconds
Open the telephone call
bull Smile as answer and speak on the phone
bull The welcome greeting should be appropriate to the time of call Eg ldquoGood morning
SirMadamrdquo
bull Identify bank name and department Eg ldquoWelcome to BRAC bank I am lsquonamersquo From
lsquoname ofrsquo Branchrdquo
bull Find out the guestrsquos name Eg ldquoMay I know your name pleaserdquo
bull Offer to help Eg ldquoHow can I help yourdquo
bull For calls to mobile phone say ldquoHello this is lsquonamersquo how can I help yourdquo
The body of the telephone call
bull Continue to smile as the officer speaks on the phone
bull Listen attentively until the guest finishes speaking
bull Make sure the guest knows you are on line and listening with appropriate responses as
they speak
bull Pace the guest [match the language tone mood speed of the guest]
bull Speak in natural voice
bull Use a clear voice
bull Speak in an efficient caring and friendly manner
bull Direct the conversation towards a positive and efficient conclusion
bull Do not use jargons [technical terms] during the conversation
bull Do not eat drink chew make noises and yawn during the phone call
bull Always hold the receiver with the hand and place it close to the mouth and ear
accurately
bull If the guest becomes angry upset and shouts maintain composure and listen
empathize pace and try to resolve the problem In case the problem cannot be solved
promise to direct it to a senior team member who can resolve it immediately The senior
team member should call write to and if necessary visit the guest to ensure resolution of
the problem
Putting the guest on hold
bull Guest should be put on hold only when absolutely necessary
bull Explain the reason why it is required to put himher on hold
bull Request for permission and tell himher exactly how long heshe will be kept on hold
bull If the guest says that heshe cannot hold then take the number and offer to call back as
soon as possible
bull After getting back on the phone thank the guest for waiting
Transferring a call
bull Guest calls should be transferred only when absolutely necessary
bull Seeking permission to transfer the call and telling himher exactly the reason for
transferring and to
whom the call is being transferred to
bull Ensure the person receiving the call gets on line
bull Give the details of the call before officer leave the line
When the person the officer is transferring the call to is not available or busy
bull Apologize for it and offer to help
bull Take a message if required
bull Write down the callerrsquos name organizationrsquos name telephone number and a short
message of the reason for the call
bull Pass on the message to the person who officer was trying to transfer the call
immediately by email text message or short note
When receiving a call while a guest is in front of BSSO
bull If the call arrives when attending to a guest team members should seek permission
from the guest before answering the call
bull If itrsquos a call from any colleague irrespective of their seniority tell himher that you are
serving a guest and that you will call back Finish the call within 30 seconds
bull If it is a call from a guest explain that you are attending to another guest promise to
call back in a specific amount of time take the contact details and call back at the
promised time
bull If the call is from overseas seek permission of the guest in front and attend to the call
swiftly
When ending a call
bull Ask if there is anything else can do for the guest
bull Give the guest his name and contact details and invite them to call for any help
bull Thank them for calling and wait till the guest leaves the line before you leave the line
Outgoing calls
bull Outgoing calls should be made at time convenient to the guest
bull Greeting Eg Assalamu Alaikumgood morning SirMadam
bull Identify oneself clearly Eg ldquoMy name is lsquonamersquo I am the Branch manager of BRAC
Bank lsquoname ofrsquo branchrdquo
bull Ask for the guest [if he calls on a landline ldquoCan I speak to lsquonamersquordquo] or [if he is
calling on the guestrsquos mobile phone ldquoAm I speaking to MrMs lsquonamersquordquo]
bull Explain the reason for your call
bull Continue the conversation and finish the call in the same manner as incoming calls
bull Follow the guidelines of holding transferring and etiquettes as described for incoming
calls earlier
531 Email communication
a Template selection Professional and appropriate templates should be used as per brand
guidelines
b Names and salutation While drafting emails to external guests name of the recipient
must be correct Proper salutation [Mr Mrs Ms Dr etc] should be used
c Word selection Right words should be selected during drafting emails so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Emails should be concise
d Spelling and grammar Spelling and grammar must be checked twice for accuracy
before sending the email
e Identity of the person generating emails The person generating external and internal
emails should have the signature with the name designation department contact phone
numbers and email address The email signature should be as per the brand guidelines
f Manager awareness All external emails should be copied to the service point managers
or sectional managers Keep the CC and BCC to a minimum and only as required for
both external and internal emails
g Acknowledgements Acknowledge internal and external emails as required Request
external guests for acknowledgement
532 Handling guest complaints The team member receiving the complaint owns the
problem until it is handed over to the relevant person and is responsible to personally
introduce the guest to himher (face to face or over the phone) Thereafter the person who
the complaint and the guest was handed over to owns the problem All or some of the
more relevant steps should be taken based on the situation
To handle guest complaints Customer Service Officers need to take the following steps
a Calm down the guest The best way to help the guest to calm down is by giving
a window for the guest to vent the anger Take the guest to a private office room if
possible let the guest vent stay calm be polite listen and offer a soft drink or cool water
b Show empathy Genuinely show that the officers are feeling the same as the
guest is feeling ndash eg ldquoI understand how you feel please let me resolve this for yourdquo
Talking with the same intensity of emotion displayed by the guest This will help calm
down the guest
c Apologize Apologize for the service fault and for the inconvenience caused
d Listen and clarify Invite the guest to explain the problem Listen to the guestrsquos
problem completely and make required clarifications to understand the real situation
Write down all the details
e Re-frame Restate what is understood and ask for the guestrsquos confirmation for
accuracy of the understanding
f Speak gently and be calm Be soft spoken even if the guest gets angry and
disturbed Do not use inappropriate words or body language and do not respond to any
question with a direct ldquoNordquo Do not blame others take ownership of the problem Give
the guest an accurate clarification and possible options Do not make any promises that
cannot be kept
g Channel the complaint to the right person Decide if the officer can handle the
complaint If not it has to be channeled it to the right person based
h Respond immediately The person receiving the complaint directly from the
guest or passed on by a colleague should offer the guest alternatives and let himher
choose Offer the solution clearly and explain to the guest the steps which will be taken to
solve the problem The solution should be provided in the shortest possible time
i Present the solution positively Explaining to the guest exactly what they can do
rather than what cannot do eg instead of saying ldquoI canrsquot deliver the certificate todayrdquo
say ldquoI will make arrangement to deliver the certificate tomorrowrdquo Using appropriate
language to inform that they take responsibility on behalf of the bank to solve the
guestrsquos problem Convey urgency by using positive time based statements - eg ldquoright
awayrdquo ldquoimmediatelyrdquo ldquowithin an hourrdquo etc
j Educate Educating the guests thoroughly to prevent future problems
k Thank for the complaint Guests should be thanked for informing the bank
regarding the problems
l Follow up Writing a letter apologizing for the problem thank for bringing it to
the notice of the bank and stating the steps that will be taken to resolve the problem with
a clear time frame [within 24 hours for standard complaints]
m Informing line manager The line manager should be kept informed about the problem
immediately through e-mail or short note The relevant manager value center head or
business unit heads should be informed of complaints based on the criticalityseverity
levels
n Guest queries regarding the complaint Responding to any guest queries
regarding the status of the solution within 24 hours If they need more time keep the
guest informed
o Complaints that require investigations In terms of complaints requiring
investigation informing the guest of the likely time frame within 24 hours Ensuring that
team members do not delay resolving such complaints beyond 3 working days If it is
taking more than 3 working days keeping the guest updated of the new time frame
533 Service recovery process Guest Service Recovery Process is to convert the upset
or irate guest into a delighted guest who has directly complained to Customer Care
Service or had been handed over to them by a colleague according to the lsquoHandling Guest
Complaintsrsquo section above -
bull When a service breakdown occurs the guest needs to be taken care of in a manner that
makes himher feel very special and important
bull Due to the service breakdown if the guest is attempting to end the relationship with the
bank at any time of this process all attempts should be made to convince the guest to stay
with BRAC Bank and steps should be taken to resolve the issue
bull It is essential that the guest is kept updated once every 3 days (by the person who owns
the problem) to ensure that they do not feel that no action is being taken Progress of the
problem should be logged regularly
bull Once breakdown has been taken care of it is the duty of the concerned department to
send the guest a letter thanking himher for being a BRAC Bank guest and depending on
the value of the problem provide guest with value additions as per the bank policy (eg
gift waiver of charges etc)
534 Managing expectations This is required when a guest needs service or terms
beyond what is possible
bull Fully understanding the guestrsquos needs
bull Politely explain to the guest that it is beyond the current guidelines
bull Speaking to a manager and seeing how best they can accommodate the request
bull Get back to the guest and explaining what can be done and say that it is done under
special approval outside the current guidelines
bull Providing the service
Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited
Effective from January 01 2010
Liability amp Wealth Management Retail Banking
Triple Benefits Savings Account
Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000
Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly
Chequebook Issue Fee Free
Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000
Visa Debit Card fee (annual) Free
Savings - Classic
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Current Plus Account
Minimum Opening Deposit Tk 25000
Half Yearly Account Maintenance Fee Tk 25000 and above FreeBelow Tk 25000 Tk 500 Half-yearly
Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free
Current Classic Account
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 500 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Ezee Account (Non-Checking Account)
Minimum Opening Deposit Tk 5000
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 4
The details of these sources are gives below
Primary Sources
Most of the information was acquired by discussing with the officers working in
the Momin Branch of BRAC Bank Ltd
Observation and work experience with different divisional in-charges and
suggestions of many executives of the bank
Secondary Sources
Annual Report of the BRAC Bank Limited
Various books articles compilations etc
Websites of the Bank
Instruction circular of Head Office brochures of different banks newspapers and
magazines regarding banking issues and so on
Limitations
Finally I want to talk about my limitations that I had to face during the completion of the
report On the way of preparing of this report I have faced following problems that may
be termed as the limitation of the study
Only three months are not enough to understand the overall operations of a
commercial bank
Bankrsquos policy of not disclosing some sensitive data and information for
obvious reason posed an obstacle to the practical orientation that could be
very much useful
Non-availability of data and information that are more recent on different
activities of BBL was a great difficulty to depict the actual and up-to-date
business position of the bank
Though I have prepared many reports before I had no experience of
internship So inexperience is one of the main constrains of the study
Organization Profile
BRAC Bank Limited a scheduled commercial Bank commenced its business operation in
Dhaka Bangladesh on 4 July 2001 The Bank is mainly owned by the largest NGO in
Bangladesh ndash BRAC The Bank has positioned itself as a new generation Bank with a
focus to meet diverse financial needs of a growing and developing economy The Bank
has embarked with an avowed policy to promote broad based participation in the
Bangladesh economy through the provision of high quality banking service based on latest
information technology The Bank will ensure this by increasing access to economic
opportunities for all individuals and businesses in Bangladesh with a special focus on
currently underserved enterprises and households across the rural-urban spectrum We
believe that increasing the ability of underserved individuals and enterprises to build their
asset base and access market opportunities will increase the economic well being for all
Bangladeshis
Goals
BRAC Bank will be the absolute market leader in the number of loans given to small
and medium sized enterprises through out Bangladesh It will be a world - class
organization in terms of service quality and establishing relationships that help its
customers to develop and grow successfully It will be the Bank of choice both for its
employees and its customers the model bank in this part of the world
Vision
ldquoBuilding a profitable and socially responsible financial institution focused on Markets
and Business with growth potential thereby assisting BRAC and stakeholders build a
just enlightened healthy democratic and poverty free Bangladesh
Mission
Sustained growth in small amp Medium Enterprise sector
Continuous low cost deposit growth with controlled growth in Retained
Assets
Corporate Assets to be funded through self-liability mobilization Growth in
Assets through Syndications and Investment in faster growing sectors
Continuous endeavor to increase fee based income
Keep our Debt Charges at 25 to maintain a steady profitable growth
Achieve efficient synergies between the banks Branches SME Unit Offices
and BRAC field offices for delivery of Remittance and Banks other products
and services
Manage various lines of business in a fully controlled environment with no
compromise on service quality
Keep a diverse far flung team fully motivated and driven towards
materializing the banks vision into reality
A Brief Overview on Service Quality Hand Book of BRAC Bank
IntroductionBRAC Bank is on a journey to establish world-class guest experience in all its operations
This will be achieved by focusing on people infrastructure technology products and
processes This is the most fundamental aspect for the success of their business It will
improve their financial performance through creating happy guests through happy team
members The guidelines in this book should be adopted [where relevant] HR strongly
recommends that employees adopt these guidelines even in their personal lives so that
these behaviors become natural
The two main objectives of this hand book are to help BSSO (Branch Sales and Service
Officer) achieve excellence in Guest Experience and ensure Service Quality
lsquoBRACrsquo Bank Guest Experience Fundamentals
These guidelines will help us to achieve lsquoBRACrsquo Bank guest experience standards-
1) Bold ndash BSSO will be BOLD on behalf of their guests and colleagues They will
be the first to greet first to listen first to make suggestions first to satisfy even the
unexpressed needs and to bid a fond farewell
2) Reliable ndash BSSO will take full ownership in serving their guests to their
complete satisfaction
3) Appealing ndash They will ensure that all guest touch points are appealing and
inviting
4) Consistent ndash It is also necessary to ensure that guest experience quality is
consistent in all aspects across all guest service points all the time
The Five Essential Areas of Excellence in Guest Experience [5Prsquos]
BRAC Bank guest experience standards will apply to the five aspects for excellence in
guest experience listed below
bull People ndash The team who serves our guests
bull Premises ndash the locations from which they serve guests
bull Papers ndash the documents they use to provide amp receive information and communicate
with guests and colleagues
bull Processes ndash the processes that enable the employees to delight their guests
bull Practices ndash the way in which they interact with guests
The Owners of lsquoBRACrsquo Bank Guest Experience Quality
Each team member at BRAC bank has to take OWNERSHIP and FULLY COMPLY
with the guidelines of this document The managers in charge of guest service points and
the various support functions will ensure compliance of lsquoBRACrsquo Bank guest experience
quality by their teams They will be held accountable if any of their team members fail to
comply with these guidelines The management committee is responsible for the
compliance of lsquoBRACrsquo Bank guest experience quality by all team members from the
managers up to themselves in their respective line of command The Managing Director
is responsible for the compliance of lsquoBRACrsquo Bank guest experience quality by the
management committee members
The lsquoBRACrsquo Bank Guest Experience Standards
The BRAC Bank guest experience guidelines are designed to help all team members
contribute towards achieving the following guest experience standards
Every guest should feel that heshe is being treated as a personal guest
Every guest should have a positive image of the bank so that they wholeheartedly
refer BRAC Bank to others
Every guest should receive one stop service
Every guest must receive open and transparent communication
Every guest must be informed about relevant rules guidelines charges and any
changes to these up front
The Process General Compliance
Those responsible for the various team members should take the following steps in the
event they notice any team member violating any demonstrable lsquoBRACrsquo Bank guest
experience guidelines
First time ndash A letter of caution to be issued and coaching to be provided the first time a
team member violates the guidelines
Second time ndash If the same team member violates the same guideline for the second time
the head of HR should be informed who will issue a warning letter
Third time ndash The employee will be terminated if the same guideline is violated for the
third time
Exceptions If a team member cannot follow any of these guidelines due to health or
religious reasons prior written approval should be obtained from the line manager
Detailed guidelines
The guidelines below are listed under the 5Prsquos
1 PEOPLE
The lsquoBRACrsquo Bank guest experience lsquoPeoplersquo deals with proper attitude and behavior of
all team members The aspects include
11 Be purposeful Team members should come to work after having reflected on their
personal purpose and with a resolve to move a step further towards their purpose by
positively approaching their work
12 Punctuality Team members should be punctual In case of unforeseen
circumstances if any team member is likely to be late heshe should inform hisher line
manager host or guest Heshe should also communicate the reason for the delay and the
likely time of arrival before the appointed time Meetings should be called at least 2
working days before hand
13 Behavior Each team member should treat each other as ladies and gentlemen Harsh
and disrespectful words racial slurs loud voice aggressive body language etc should be
avoided at all times
14 Facial expression Team members should always have a smile on the face to display
a friendly helpful and caring attitude when dealing with guests and fellow team
members
15 Body language Body language should be smart and prompt to make guests feel that
team members are dedicated to work
16 Competency Team members should have a fair knowledge of products services
campaigns of BRAC Bank and the competitorsrsquo as well as BRAC bankrsquos policies and
Bangladesh bank policies Each team member should have completed the certification for
their role
17 Information sharing Each team member should proactively share ideas
information and experiences so that we learn from each other to enhance excellence in
guest experience
18 Personal care All employees should take personal care by doing regular exercises
taking balanced and nutritional meals on time sleeping early and taking at least 7 hours
of sleep every day waking early and practicing mind relaxing methods such as
meditation
19 Hair Hair should be neat and should be in good condition Team members should
never comb their hair in front of the guests
110 Eyes Eyes should be clean and clear at all times Red eyes are not acceptable
Glasses should be crystal clear so that eyes are properly visible Contact lenses should be
professional
111 Nose Nasal hair should not be visible No nose picking in public
112 Ears Ears should be cleaned of wax if any for clear hearing and understanding of
the needs of guests and colleagues Earrings are prohibited for male team members
113 Mouth Mouth should be free of bad breath Teeth should be clean and no tooth
picking in public
114 Face Males should have clean shaven faces or well trimmed beards Ladies should
wear professional looking cosmetics and make up
115 Body Team members should use under arm roll-on or spray deodorant adequately
so that there is no body odor Smokers should ensure that smoke smell does not emanate
from mouth or body Tattoos and Hena tattoos should not be visible Inappropriate body
piercing is prohibited
116 Hand Hands and nails should be neat and clean for a proper handshake If nail
polish is used the colour of the nail polish should be professional [colours such as black
dark green blue etc should be avoided]
117 Clothes and accessories Clothing should be clean and well ironed It should be
professional and simple Those who are required to wear uniform should wear them all
the time
bull Ladies Dress code for female team members should be decent Salwar Kameez
saree ankle length skirt trouser with long sleeve shirt Orrnas should be worn decently
Collarless sleeveless t-shirt sleeveless blouse sleeveless Salwar-Kameez deep
neckedlow back tops short skirt jeans and sneakers are strictly prohibited Team
members should wear culturally fit dress of sober colours and should not wear dresses
that make noise Accessories worn should be of minimum in quantity [bangles] and small
in size [necklace and earrings etc] If anklets are worn they should not make any sound
bull Gentleman All team members should wear decent and professional looking
shirts and trousers Those who are required to wear tie and coat should wear matching
colours Ties and the knots should be in good shape Dirty or button less shirts should be
avoided No extra threads should be visible Long sleeve shirts should be worn and shirt
sleeves should be buttoned and should not be folded Collarless T-shirts jeans loud
coloured shirts are strictly prohibited Men should wear blackbrown leather belts that
matches the cloths with smart professional looking buckles
bull Attire for dress down day Back office staff can choose to dress in Smart Casual
attire on dress down days However the guidelines with regard to professionalism and
decency applicable for normal working days should be followed by all team members
118 Shoes and socks Men should wear black or dark brown shoes with dark socks of a
matching colour Shoes should be polished and socks should be clean Ladies should
wear professional well coordinated shoes with low heels Shoes should not have
accessories that make noise Open sandals (without heels) sneakers slippers and gym
shoes are strictly prohibited for all
119 Identity Every team member at front line guest service points must wear hisher
name tag at all times
2 PREMISES
Premises deal with the physical appearance of guest service points as well as areas where
the guests do not access They should be maintained in a professional and comfortable
manner The following are the guidelines which need to be followed to create the desired
work environment
21 Outside appearance of the premises The exterior of each bankrsquos premises should
be well maintained Team members should not smoke in front of the premises
22 Signboard Signature must be clearly visible and the information given in the
signage must be accurate Signage with lights should be lit at night subject to local
authority guidelines
23 Entrance Entrances to premises should be inviting clean and uncluttered
24 Staircase Staircases should be well maintained cleaned and should be uncluttered so
that people can move in and out very smoothly without a problem They have to climb on
the left side
and do not stop and have conversations on the stairways
25 Elevators Elevators should be kept neat and clean Team members have Wait and
keep the entrance clear until those inside exit the elevator before they enter The person
standing near the control panel should press the required numbers of the other passengers
26 Interior Interior must be well maintained and they should be spotlessly clean All
team members should take the responsibility to keep it clean They should pick up any
garbage they see on the floor and put it in the bin
27 Internal signage Internal signage should be maintained regularly so that they are
clean in good working order and the contents should be legible amp accurate They should
be maintained according to the brand guidelines
28 Lighting The right amount of lighting with the correct lighting colours should be
maintained
29 Temperature amp freshness The temperature should be maintained at a comfortable
level Where available air conditioners should be noise free Fans should be clean and in
working order Ventilation should be proper
210 Guest seating Guest seating areas and facilities should be neat clean and
comfortable
211 Newspapers and magazines Always ensure the newspapers magazines and
periodicals provided in guest waiting areas are current
212 TV channels Appropriate TV channels such as news cartoons nature and sports
should be shown in the in-branch televisions wherever applicable Scary indecent
channels are prohibited Sound should be muted or at low level
213 Tissue box Guest care desk should have a box of facial tissues
214 Brochures and posters Brochures should be current and displayed in a manner that
it is inviting for the guests to pick them up Posters should be displayed prominently and
professionally
215 Plants Always ensure that plants inside and outside the premises are neatly placed
in clean vases and they should have fresh leaves
216 Desks and counters Desks and counters should be maintained in a professional and
uncluttered manner Papers should be filed and stored in the appropriate places
217 Computers and accessories Computers and accessories should be maintained
according to IT guidelines
218 Phones Avoid using phones of others for hygiene reasons however this guideline
does not apply in relation to serving our guest Use antiseptics at least once a day to clean
your phones Phones should be easily accessible
219 Wires Electric phone and computer wires should not be exposed
220 Fax and photocopy machines Fax and photocopy machines should be maintained
according to GAIS guidelines Papers should be kept only in the designated places
221 Water dispensers Water dispensers should be kept only in the dining or other
appropriate place away from the visibility of the guests
222 Crockery amp cutlery Crockery amp cutlery should be in good shape and they should
be stored in a clean and a hygienic manner Tea coffee milk sugar etc should be also
stored in a hygienic and neat manner
223 Toilet There should be no bad smell in the toilets There should be dry floors clean
basins clean towels soaps and toilet rolls Toilets should be cleaned regularly and air
freshener should be in place
224 Towels and linen Towels and linen should not be kept in visible locations They
should be stored in a designated location Fresh clean towels should be available
everyday
225 ATMS ATM booths should be well lit clean insect-free and well maintained Air
temperature must be maintained at comfortable level Brochure stands should be clean
and contain current brochures
226 Guest locker room The lockers should be maintained well Mirrors tables and
seating arrangements should be clean Locker rooms should not be cluttered
227 Store room Store rooms should be orderly neat and clean
228 Non-smoking premises All BRAC Bank premises other than designated smoking
areas are smoke-free zones
3 PAPERS
Papers deal with the documents we use to provide amp receive information and
communicate with our guests and colleagues
31 Paper selection Outgoing letters should be printed on BRAC Bank letter heads
according to the template provided for routine letters and as required for ad hoc letters
32 Names and salutation While drafting letters name of the recipient and salutation
should be correct The most appropriate salutation should be used
33 Word selection Right words should be selected during drafting letters so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Letters should not be unnecessarily long Letters should be concise and
elegant
34 Identity of the person generating external letters Where applicable the person
generating external letters should sign on the name designation contact phone number
and email address
35 Spelling and grammar The accuracy of letters [information spelling and grammar]
should be ensured A second person should proof read all letters before printing and
posting of the letters
36 Printing and signing of letters Ensure the papers and inks are of good quality A
good quality pen should be used for signing of documents
37 Manager awareness Where applicable all external letters must be seen by the
service point manager or sectional manager before [or after in case of urgent letters] they
are sent
38 Envelopes Appropriate envelope size should be used and the address should be
placed properly as per brand guidelines
39 Forms Guest should be guided to fill documents such as charge documents [which
has a legal implication if NOT filled by the guest] Ensure they are filled completely
accurately and neatly by double checking the supporting documents Make sure the forms
are checked and signed by the guest Forms filled for internal purposes such as leave or
requisitions should be filled completely accurately and neatly
310 Reports Reports generated for external or internal purposes should be checked for
accuracy and should be professionally prepared and presented
4 PROCESSES
41 All team members should be fully aware of and fully understand the processes
relating to the servicing of our guests
42 All team members should support each other in ensuring the effective and efficient
implementation of processes
43 All team members should provide suggestions to improve process as and when they
feel the need for it
44 All team members should take part in a quality circle and share process improvement
ideas at least once a month
45 All processes should be delivered according to the BRAC Bank standards as
documented in the ldquoGuest Experience Standards Manualrdquo
5 PRACTICES
This deals with the practices required to ensure a heartfelt interaction to provide a
memorable experience to guests every time they interact with the bank It deals with
ensuring a warm welcome fulfilling the expressed and unexpressed needs of the guests
and bidding a fond farewell Team membersrsquo communication may be in Bangla English
or any other language deemed appropriate
51 First Impression is the last impression Focus on creating a positive first
impression by attending to the guests professionally and in a friendly manner
52 Smile and eye contact Team members should have a genuine smile and maintain
eye contact while talking to a guest
53 Hand shake Team members should not extend their hand to guests and colleagues
of the opposite gender Team members should extend their hand to guests and colleagues
of the same gender Irrespective of gender if the guest initiates a hand shake the team
member should respond in a culturally acceptable manner Those team members who
prefer not to shake hands should greet in an appropriate and respectful manner if guests
or colleagues extend their hands However for frontline team members who are seated
behind counters it may not be possible to shake hands In this case they must extend a
heartfelt welcome to their guests
54 Seating Please allow your guests to take a seat first and then seat yourself
55 Full attention When attending to the guest team members should provide undivided
attention
56 Greeting
1048633 Team members The closest team member should greet the guest within 30 seconds of
their entering the premises Use appropriate greeting based on the time of the day Eg
Assalamu Alaikumgood morning madam Welcome to BRAC Bank my name is
ldquonamerdquo I am your rdquodesignationrdquo
57 Ask how the guest wants to be helped The sample scripts for respective team
members are given below
1048633 Service providing officer and managers ldquoMadam I can help yourdquo or ldquoI am at your
service todayrdquo or ldquoWhat can I do for you todayrdquo or ldquoIs there anything specific I can help
you with todayrdquo When practical personally escort them to the relevant counterdesk
introduce the guest and describe the need to the person who will provide the service as
much as possible If not direct them to the waiting area and ask them to take a seat or
join the line
1048633 Thereafter attend to the need swiftly
58 Service time Every guest must receive service within the time stipulated in the
ldquoGuest Experience Standards Manualrdquo
59 Offer refreshments All guests who are served at the desk of an officermanager
should be offered teawater or as appropriate Please ensure that the guest receives the
drinkrefreshment before it is served to the team member
510 Body posture in front of the guest If frontline officers are sitting across the table
in front of the guest maintain upright posture and keep their hands on the table if
officers are standing in front of the guest maintain a straight but relaxed posture
511 Adjust to guestrsquos pace Remember the pace of the guest will always be different to
yours slow down or speed up to the pace of the guests Speak in the same
languagedialect of the guests as much as appropriate
512 Treat guests with respect Team members should have a respectful attitude
towards the guests
513 Understand the guestrsquos needs Use observation active listening and questioning
techniques to understand the specific needs of the guest and fulfill the needs
514 Serve them efficiently Guests should be served swiftly Body language should
reflect a sense of purpose professionalism and promptness
515 Never say lsquonorsquo Always find a way to sayrsquo yesrsquo An officer should talk to manager
and get lsquoapprovalrsquo if officers have to say lsquoNorsquo Always display a positive attitude
516 Conversation content Ensuring that officers talk with guests clearly and in a
concise manner Avoid talking to guests using technical language [Jargon]
517 Promises Take care to ensure that promises made can be fulfilled
518 How to say it There are certain statements and phrases that irritate almost all
guests You may say (and mean) something and it may mean something else to the guest
as given in the table below Suggested positive phrases given below should be used
Tailor-make it as needed
519 Maintain composure At no time can a team member be rude or lose hisher temper
with the guest even if the guest loses hisher temper
520 Handling angry guests If the guest shouts or becomes very angry in front of other
guests take himher to a private area and follow the complaint handling procedure
521 Help to buy Team members should assist and support the guest to make the right
purchase decision (eg By explaining product details promotions benefits limitations
etc) The financial standing of the guest should be considered when offering products
and they should know all
charges upfront (eg when a garments factory worker open an account only for DPS of
500= for 4 years officers have to be careful about offering a savings account where
customer has to pay ( TK 800 + TK 520 ) + 15 vat total 1518= per year That is will be
very difficult for the guest who has a monthly salary of around Tk 2000=)
522 Guests who will buy later If a guest prefers to buy later heshe should be thanked
for coming to BRAC Bank and politely requested to come again Obtain the details of
guest (name address amp contact details)
523 If officers are busy serving another guest If officers are currently serving a guest
and a another guest comes for his assistance acknowledge the new guest excuse from
the current guest greeting the new guest and introducing himher to another team
member who could assist If no other team member is around then inform the guest that
the officer will attend himher within X minutes Saying ldquoGood morning madamsir
MrMs lsquonamersquo here will assist you until I finish serving this guestrdquo or ldquoGood morning
madamsir I will be with you as soon as I finish serving this guest would you please take
a seat till thenrdquo
524 When officer get back to the guest At the point officer revert to the guest
apologize to the guest Saying ldquoSirMadam sorry to have kept you waitingrdquo
525 Referring to someone else An officer should avoid referring to someone else as
much as possible In the event an officer has to refer the guest to somebody else make
sure it is the right person Guest should be escorted to the right person All information
that the guest shared with the previous officer should be conveyed to the other person
526 Unprofessional behavior Do not have meals snacks drinks unrelated discussions
with colleagues and take personal calls in front of guests Do not leave the desk
unnecessarily and for prolonged periods DO NOT chew lsquopaanrsquotobaccogum bite nails
itch belch spit yawn pick nose in front of team members and guests
527 Bid a fond farewell to the guest Team members should see guests off at the door
bid them a fond farewell and invite them to come again as much as practical
528 Visiting Guests
a When visiting a guestrsquos premises team members should wait for the guest to signal
them to take a seat
b Team members must ask guestrsquos permission before placing any personal item such as
mobile phones files glasses and so forth on the guests table
c Using facilities Team members must ask guestrsquos permission before using any facility
(like washroom) at hisher premise
d Posture Team members must maintain professional posture and purposeful demeanor
in front of guests at all times
e Interruptions Team members must turn off mobile phones (or put on silent mode)
while at guest premises If the team member must answer the phone case of emergencies
permission must be sought at the beginning of the conversation
529 Meeting guests outside work
If team members happen to meet guests outside BBL premises in a social gathering
(party shopping mall etc) heshe must present himherself in a
professional yet friendly manner
530 Telephone etiquette
Standards
bull All phone calls from the PABX to guest service points are answered within 3 rings
bull Phone banking guests must be answered within 60 seconds of requesting for agentrsquos
assistance 90 of the queries should be completed within 90 seconds
Open the telephone call
bull Smile as answer and speak on the phone
bull The welcome greeting should be appropriate to the time of call Eg ldquoGood morning
SirMadamrdquo
bull Identify bank name and department Eg ldquoWelcome to BRAC bank I am lsquonamersquo From
lsquoname ofrsquo Branchrdquo
bull Find out the guestrsquos name Eg ldquoMay I know your name pleaserdquo
bull Offer to help Eg ldquoHow can I help yourdquo
bull For calls to mobile phone say ldquoHello this is lsquonamersquo how can I help yourdquo
The body of the telephone call
bull Continue to smile as the officer speaks on the phone
bull Listen attentively until the guest finishes speaking
bull Make sure the guest knows you are on line and listening with appropriate responses as
they speak
bull Pace the guest [match the language tone mood speed of the guest]
bull Speak in natural voice
bull Use a clear voice
bull Speak in an efficient caring and friendly manner
bull Direct the conversation towards a positive and efficient conclusion
bull Do not use jargons [technical terms] during the conversation
bull Do not eat drink chew make noises and yawn during the phone call
bull Always hold the receiver with the hand and place it close to the mouth and ear
accurately
bull If the guest becomes angry upset and shouts maintain composure and listen
empathize pace and try to resolve the problem In case the problem cannot be solved
promise to direct it to a senior team member who can resolve it immediately The senior
team member should call write to and if necessary visit the guest to ensure resolution of
the problem
Putting the guest on hold
bull Guest should be put on hold only when absolutely necessary
bull Explain the reason why it is required to put himher on hold
bull Request for permission and tell himher exactly how long heshe will be kept on hold
bull If the guest says that heshe cannot hold then take the number and offer to call back as
soon as possible
bull After getting back on the phone thank the guest for waiting
Transferring a call
bull Guest calls should be transferred only when absolutely necessary
bull Seeking permission to transfer the call and telling himher exactly the reason for
transferring and to
whom the call is being transferred to
bull Ensure the person receiving the call gets on line
bull Give the details of the call before officer leave the line
When the person the officer is transferring the call to is not available or busy
bull Apologize for it and offer to help
bull Take a message if required
bull Write down the callerrsquos name organizationrsquos name telephone number and a short
message of the reason for the call
bull Pass on the message to the person who officer was trying to transfer the call
immediately by email text message or short note
When receiving a call while a guest is in front of BSSO
bull If the call arrives when attending to a guest team members should seek permission
from the guest before answering the call
bull If itrsquos a call from any colleague irrespective of their seniority tell himher that you are
serving a guest and that you will call back Finish the call within 30 seconds
bull If it is a call from a guest explain that you are attending to another guest promise to
call back in a specific amount of time take the contact details and call back at the
promised time
bull If the call is from overseas seek permission of the guest in front and attend to the call
swiftly
When ending a call
bull Ask if there is anything else can do for the guest
bull Give the guest his name and contact details and invite them to call for any help
bull Thank them for calling and wait till the guest leaves the line before you leave the line
Outgoing calls
bull Outgoing calls should be made at time convenient to the guest
bull Greeting Eg Assalamu Alaikumgood morning SirMadam
bull Identify oneself clearly Eg ldquoMy name is lsquonamersquo I am the Branch manager of BRAC
Bank lsquoname ofrsquo branchrdquo
bull Ask for the guest [if he calls on a landline ldquoCan I speak to lsquonamersquordquo] or [if he is
calling on the guestrsquos mobile phone ldquoAm I speaking to MrMs lsquonamersquordquo]
bull Explain the reason for your call
bull Continue the conversation and finish the call in the same manner as incoming calls
bull Follow the guidelines of holding transferring and etiquettes as described for incoming
calls earlier
531 Email communication
a Template selection Professional and appropriate templates should be used as per brand
guidelines
b Names and salutation While drafting emails to external guests name of the recipient
must be correct Proper salutation [Mr Mrs Ms Dr etc] should be used
c Word selection Right words should be selected during drafting emails so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Emails should be concise
d Spelling and grammar Spelling and grammar must be checked twice for accuracy
before sending the email
e Identity of the person generating emails The person generating external and internal
emails should have the signature with the name designation department contact phone
numbers and email address The email signature should be as per the brand guidelines
f Manager awareness All external emails should be copied to the service point managers
or sectional managers Keep the CC and BCC to a minimum and only as required for
both external and internal emails
g Acknowledgements Acknowledge internal and external emails as required Request
external guests for acknowledgement
532 Handling guest complaints The team member receiving the complaint owns the
problem until it is handed over to the relevant person and is responsible to personally
introduce the guest to himher (face to face or over the phone) Thereafter the person who
the complaint and the guest was handed over to owns the problem All or some of the
more relevant steps should be taken based on the situation
To handle guest complaints Customer Service Officers need to take the following steps
a Calm down the guest The best way to help the guest to calm down is by giving
a window for the guest to vent the anger Take the guest to a private office room if
possible let the guest vent stay calm be polite listen and offer a soft drink or cool water
b Show empathy Genuinely show that the officers are feeling the same as the
guest is feeling ndash eg ldquoI understand how you feel please let me resolve this for yourdquo
Talking with the same intensity of emotion displayed by the guest This will help calm
down the guest
c Apologize Apologize for the service fault and for the inconvenience caused
d Listen and clarify Invite the guest to explain the problem Listen to the guestrsquos
problem completely and make required clarifications to understand the real situation
Write down all the details
e Re-frame Restate what is understood and ask for the guestrsquos confirmation for
accuracy of the understanding
f Speak gently and be calm Be soft spoken even if the guest gets angry and
disturbed Do not use inappropriate words or body language and do not respond to any
question with a direct ldquoNordquo Do not blame others take ownership of the problem Give
the guest an accurate clarification and possible options Do not make any promises that
cannot be kept
g Channel the complaint to the right person Decide if the officer can handle the
complaint If not it has to be channeled it to the right person based
h Respond immediately The person receiving the complaint directly from the
guest or passed on by a colleague should offer the guest alternatives and let himher
choose Offer the solution clearly and explain to the guest the steps which will be taken to
solve the problem The solution should be provided in the shortest possible time
i Present the solution positively Explaining to the guest exactly what they can do
rather than what cannot do eg instead of saying ldquoI canrsquot deliver the certificate todayrdquo
say ldquoI will make arrangement to deliver the certificate tomorrowrdquo Using appropriate
language to inform that they take responsibility on behalf of the bank to solve the
guestrsquos problem Convey urgency by using positive time based statements - eg ldquoright
awayrdquo ldquoimmediatelyrdquo ldquowithin an hourrdquo etc
j Educate Educating the guests thoroughly to prevent future problems
k Thank for the complaint Guests should be thanked for informing the bank
regarding the problems
l Follow up Writing a letter apologizing for the problem thank for bringing it to
the notice of the bank and stating the steps that will be taken to resolve the problem with
a clear time frame [within 24 hours for standard complaints]
m Informing line manager The line manager should be kept informed about the problem
immediately through e-mail or short note The relevant manager value center head or
business unit heads should be informed of complaints based on the criticalityseverity
levels
n Guest queries regarding the complaint Responding to any guest queries
regarding the status of the solution within 24 hours If they need more time keep the
guest informed
o Complaints that require investigations In terms of complaints requiring
investigation informing the guest of the likely time frame within 24 hours Ensuring that
team members do not delay resolving such complaints beyond 3 working days If it is
taking more than 3 working days keeping the guest updated of the new time frame
533 Service recovery process Guest Service Recovery Process is to convert the upset
or irate guest into a delighted guest who has directly complained to Customer Care
Service or had been handed over to them by a colleague according to the lsquoHandling Guest
Complaintsrsquo section above -
bull When a service breakdown occurs the guest needs to be taken care of in a manner that
makes himher feel very special and important
bull Due to the service breakdown if the guest is attempting to end the relationship with the
bank at any time of this process all attempts should be made to convince the guest to stay
with BRAC Bank and steps should be taken to resolve the issue
bull It is essential that the guest is kept updated once every 3 days (by the person who owns
the problem) to ensure that they do not feel that no action is being taken Progress of the
problem should be logged regularly
bull Once breakdown has been taken care of it is the duty of the concerned department to
send the guest a letter thanking himher for being a BRAC Bank guest and depending on
the value of the problem provide guest with value additions as per the bank policy (eg
gift waiver of charges etc)
534 Managing expectations This is required when a guest needs service or terms
beyond what is possible
bull Fully understanding the guestrsquos needs
bull Politely explain to the guest that it is beyond the current guidelines
bull Speaking to a manager and seeing how best they can accommodate the request
bull Get back to the guest and explaining what can be done and say that it is done under
special approval outside the current guidelines
bull Providing the service
Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited
Effective from January 01 2010
Liability amp Wealth Management Retail Banking
Triple Benefits Savings Account
Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000
Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly
Chequebook Issue Fee Free
Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000
Visa Debit Card fee (annual) Free
Savings - Classic
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Current Plus Account
Minimum Opening Deposit Tk 25000
Half Yearly Account Maintenance Fee Tk 25000 and above FreeBelow Tk 25000 Tk 500 Half-yearly
Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free
Current Classic Account
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 500 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Ezee Account (Non-Checking Account)
Minimum Opening Deposit Tk 5000
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 5
Organization Profile
BRAC Bank Limited a scheduled commercial Bank commenced its business operation in
Dhaka Bangladesh on 4 July 2001 The Bank is mainly owned by the largest NGO in
Bangladesh ndash BRAC The Bank has positioned itself as a new generation Bank with a
focus to meet diverse financial needs of a growing and developing economy The Bank
has embarked with an avowed policy to promote broad based participation in the
Bangladesh economy through the provision of high quality banking service based on latest
information technology The Bank will ensure this by increasing access to economic
opportunities for all individuals and businesses in Bangladesh with a special focus on
currently underserved enterprises and households across the rural-urban spectrum We
believe that increasing the ability of underserved individuals and enterprises to build their
asset base and access market opportunities will increase the economic well being for all
Bangladeshis
Goals
BRAC Bank will be the absolute market leader in the number of loans given to small
and medium sized enterprises through out Bangladesh It will be a world - class
organization in terms of service quality and establishing relationships that help its
customers to develop and grow successfully It will be the Bank of choice both for its
employees and its customers the model bank in this part of the world
Vision
ldquoBuilding a profitable and socially responsible financial institution focused on Markets
and Business with growth potential thereby assisting BRAC and stakeholders build a
just enlightened healthy democratic and poverty free Bangladesh
Mission
Sustained growth in small amp Medium Enterprise sector
Continuous low cost deposit growth with controlled growth in Retained
Assets
Corporate Assets to be funded through self-liability mobilization Growth in
Assets through Syndications and Investment in faster growing sectors
Continuous endeavor to increase fee based income
Keep our Debt Charges at 25 to maintain a steady profitable growth
Achieve efficient synergies between the banks Branches SME Unit Offices
and BRAC field offices for delivery of Remittance and Banks other products
and services
Manage various lines of business in a fully controlled environment with no
compromise on service quality
Keep a diverse far flung team fully motivated and driven towards
materializing the banks vision into reality
A Brief Overview on Service Quality Hand Book of BRAC Bank
IntroductionBRAC Bank is on a journey to establish world-class guest experience in all its operations
This will be achieved by focusing on people infrastructure technology products and
processes This is the most fundamental aspect for the success of their business It will
improve their financial performance through creating happy guests through happy team
members The guidelines in this book should be adopted [where relevant] HR strongly
recommends that employees adopt these guidelines even in their personal lives so that
these behaviors become natural
The two main objectives of this hand book are to help BSSO (Branch Sales and Service
Officer) achieve excellence in Guest Experience and ensure Service Quality
lsquoBRACrsquo Bank Guest Experience Fundamentals
These guidelines will help us to achieve lsquoBRACrsquo Bank guest experience standards-
1) Bold ndash BSSO will be BOLD on behalf of their guests and colleagues They will
be the first to greet first to listen first to make suggestions first to satisfy even the
unexpressed needs and to bid a fond farewell
2) Reliable ndash BSSO will take full ownership in serving their guests to their
complete satisfaction
3) Appealing ndash They will ensure that all guest touch points are appealing and
inviting
4) Consistent ndash It is also necessary to ensure that guest experience quality is
consistent in all aspects across all guest service points all the time
The Five Essential Areas of Excellence in Guest Experience [5Prsquos]
BRAC Bank guest experience standards will apply to the five aspects for excellence in
guest experience listed below
bull People ndash The team who serves our guests
bull Premises ndash the locations from which they serve guests
bull Papers ndash the documents they use to provide amp receive information and communicate
with guests and colleagues
bull Processes ndash the processes that enable the employees to delight their guests
bull Practices ndash the way in which they interact with guests
The Owners of lsquoBRACrsquo Bank Guest Experience Quality
Each team member at BRAC bank has to take OWNERSHIP and FULLY COMPLY
with the guidelines of this document The managers in charge of guest service points and
the various support functions will ensure compliance of lsquoBRACrsquo Bank guest experience
quality by their teams They will be held accountable if any of their team members fail to
comply with these guidelines The management committee is responsible for the
compliance of lsquoBRACrsquo Bank guest experience quality by all team members from the
managers up to themselves in their respective line of command The Managing Director
is responsible for the compliance of lsquoBRACrsquo Bank guest experience quality by the
management committee members
The lsquoBRACrsquo Bank Guest Experience Standards
The BRAC Bank guest experience guidelines are designed to help all team members
contribute towards achieving the following guest experience standards
Every guest should feel that heshe is being treated as a personal guest
Every guest should have a positive image of the bank so that they wholeheartedly
refer BRAC Bank to others
Every guest should receive one stop service
Every guest must receive open and transparent communication
Every guest must be informed about relevant rules guidelines charges and any
changes to these up front
The Process General Compliance
Those responsible for the various team members should take the following steps in the
event they notice any team member violating any demonstrable lsquoBRACrsquo Bank guest
experience guidelines
First time ndash A letter of caution to be issued and coaching to be provided the first time a
team member violates the guidelines
Second time ndash If the same team member violates the same guideline for the second time
the head of HR should be informed who will issue a warning letter
Third time ndash The employee will be terminated if the same guideline is violated for the
third time
Exceptions If a team member cannot follow any of these guidelines due to health or
religious reasons prior written approval should be obtained from the line manager
Detailed guidelines
The guidelines below are listed under the 5Prsquos
1 PEOPLE
The lsquoBRACrsquo Bank guest experience lsquoPeoplersquo deals with proper attitude and behavior of
all team members The aspects include
11 Be purposeful Team members should come to work after having reflected on their
personal purpose and with a resolve to move a step further towards their purpose by
positively approaching their work
12 Punctuality Team members should be punctual In case of unforeseen
circumstances if any team member is likely to be late heshe should inform hisher line
manager host or guest Heshe should also communicate the reason for the delay and the
likely time of arrival before the appointed time Meetings should be called at least 2
working days before hand
13 Behavior Each team member should treat each other as ladies and gentlemen Harsh
and disrespectful words racial slurs loud voice aggressive body language etc should be
avoided at all times
14 Facial expression Team members should always have a smile on the face to display
a friendly helpful and caring attitude when dealing with guests and fellow team
members
15 Body language Body language should be smart and prompt to make guests feel that
team members are dedicated to work
16 Competency Team members should have a fair knowledge of products services
campaigns of BRAC Bank and the competitorsrsquo as well as BRAC bankrsquos policies and
Bangladesh bank policies Each team member should have completed the certification for
their role
17 Information sharing Each team member should proactively share ideas
information and experiences so that we learn from each other to enhance excellence in
guest experience
18 Personal care All employees should take personal care by doing regular exercises
taking balanced and nutritional meals on time sleeping early and taking at least 7 hours
of sleep every day waking early and practicing mind relaxing methods such as
meditation
19 Hair Hair should be neat and should be in good condition Team members should
never comb their hair in front of the guests
110 Eyes Eyes should be clean and clear at all times Red eyes are not acceptable
Glasses should be crystal clear so that eyes are properly visible Contact lenses should be
professional
111 Nose Nasal hair should not be visible No nose picking in public
112 Ears Ears should be cleaned of wax if any for clear hearing and understanding of
the needs of guests and colleagues Earrings are prohibited for male team members
113 Mouth Mouth should be free of bad breath Teeth should be clean and no tooth
picking in public
114 Face Males should have clean shaven faces or well trimmed beards Ladies should
wear professional looking cosmetics and make up
115 Body Team members should use under arm roll-on or spray deodorant adequately
so that there is no body odor Smokers should ensure that smoke smell does not emanate
from mouth or body Tattoos and Hena tattoos should not be visible Inappropriate body
piercing is prohibited
116 Hand Hands and nails should be neat and clean for a proper handshake If nail
polish is used the colour of the nail polish should be professional [colours such as black
dark green blue etc should be avoided]
117 Clothes and accessories Clothing should be clean and well ironed It should be
professional and simple Those who are required to wear uniform should wear them all
the time
bull Ladies Dress code for female team members should be decent Salwar Kameez
saree ankle length skirt trouser with long sleeve shirt Orrnas should be worn decently
Collarless sleeveless t-shirt sleeveless blouse sleeveless Salwar-Kameez deep
neckedlow back tops short skirt jeans and sneakers are strictly prohibited Team
members should wear culturally fit dress of sober colours and should not wear dresses
that make noise Accessories worn should be of minimum in quantity [bangles] and small
in size [necklace and earrings etc] If anklets are worn they should not make any sound
bull Gentleman All team members should wear decent and professional looking
shirts and trousers Those who are required to wear tie and coat should wear matching
colours Ties and the knots should be in good shape Dirty or button less shirts should be
avoided No extra threads should be visible Long sleeve shirts should be worn and shirt
sleeves should be buttoned and should not be folded Collarless T-shirts jeans loud
coloured shirts are strictly prohibited Men should wear blackbrown leather belts that
matches the cloths with smart professional looking buckles
bull Attire for dress down day Back office staff can choose to dress in Smart Casual
attire on dress down days However the guidelines with regard to professionalism and
decency applicable for normal working days should be followed by all team members
118 Shoes and socks Men should wear black or dark brown shoes with dark socks of a
matching colour Shoes should be polished and socks should be clean Ladies should
wear professional well coordinated shoes with low heels Shoes should not have
accessories that make noise Open sandals (without heels) sneakers slippers and gym
shoes are strictly prohibited for all
119 Identity Every team member at front line guest service points must wear hisher
name tag at all times
2 PREMISES
Premises deal with the physical appearance of guest service points as well as areas where
the guests do not access They should be maintained in a professional and comfortable
manner The following are the guidelines which need to be followed to create the desired
work environment
21 Outside appearance of the premises The exterior of each bankrsquos premises should
be well maintained Team members should not smoke in front of the premises
22 Signboard Signature must be clearly visible and the information given in the
signage must be accurate Signage with lights should be lit at night subject to local
authority guidelines
23 Entrance Entrances to premises should be inviting clean and uncluttered
24 Staircase Staircases should be well maintained cleaned and should be uncluttered so
that people can move in and out very smoothly without a problem They have to climb on
the left side
and do not stop and have conversations on the stairways
25 Elevators Elevators should be kept neat and clean Team members have Wait and
keep the entrance clear until those inside exit the elevator before they enter The person
standing near the control panel should press the required numbers of the other passengers
26 Interior Interior must be well maintained and they should be spotlessly clean All
team members should take the responsibility to keep it clean They should pick up any
garbage they see on the floor and put it in the bin
27 Internal signage Internal signage should be maintained regularly so that they are
clean in good working order and the contents should be legible amp accurate They should
be maintained according to the brand guidelines
28 Lighting The right amount of lighting with the correct lighting colours should be
maintained
29 Temperature amp freshness The temperature should be maintained at a comfortable
level Where available air conditioners should be noise free Fans should be clean and in
working order Ventilation should be proper
210 Guest seating Guest seating areas and facilities should be neat clean and
comfortable
211 Newspapers and magazines Always ensure the newspapers magazines and
periodicals provided in guest waiting areas are current
212 TV channels Appropriate TV channels such as news cartoons nature and sports
should be shown in the in-branch televisions wherever applicable Scary indecent
channels are prohibited Sound should be muted or at low level
213 Tissue box Guest care desk should have a box of facial tissues
214 Brochures and posters Brochures should be current and displayed in a manner that
it is inviting for the guests to pick them up Posters should be displayed prominently and
professionally
215 Plants Always ensure that plants inside and outside the premises are neatly placed
in clean vases and they should have fresh leaves
216 Desks and counters Desks and counters should be maintained in a professional and
uncluttered manner Papers should be filed and stored in the appropriate places
217 Computers and accessories Computers and accessories should be maintained
according to IT guidelines
218 Phones Avoid using phones of others for hygiene reasons however this guideline
does not apply in relation to serving our guest Use antiseptics at least once a day to clean
your phones Phones should be easily accessible
219 Wires Electric phone and computer wires should not be exposed
220 Fax and photocopy machines Fax and photocopy machines should be maintained
according to GAIS guidelines Papers should be kept only in the designated places
221 Water dispensers Water dispensers should be kept only in the dining or other
appropriate place away from the visibility of the guests
222 Crockery amp cutlery Crockery amp cutlery should be in good shape and they should
be stored in a clean and a hygienic manner Tea coffee milk sugar etc should be also
stored in a hygienic and neat manner
223 Toilet There should be no bad smell in the toilets There should be dry floors clean
basins clean towels soaps and toilet rolls Toilets should be cleaned regularly and air
freshener should be in place
224 Towels and linen Towels and linen should not be kept in visible locations They
should be stored in a designated location Fresh clean towels should be available
everyday
225 ATMS ATM booths should be well lit clean insect-free and well maintained Air
temperature must be maintained at comfortable level Brochure stands should be clean
and contain current brochures
226 Guest locker room The lockers should be maintained well Mirrors tables and
seating arrangements should be clean Locker rooms should not be cluttered
227 Store room Store rooms should be orderly neat and clean
228 Non-smoking premises All BRAC Bank premises other than designated smoking
areas are smoke-free zones
3 PAPERS
Papers deal with the documents we use to provide amp receive information and
communicate with our guests and colleagues
31 Paper selection Outgoing letters should be printed on BRAC Bank letter heads
according to the template provided for routine letters and as required for ad hoc letters
32 Names and salutation While drafting letters name of the recipient and salutation
should be correct The most appropriate salutation should be used
33 Word selection Right words should be selected during drafting letters so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Letters should not be unnecessarily long Letters should be concise and
elegant
34 Identity of the person generating external letters Where applicable the person
generating external letters should sign on the name designation contact phone number
and email address
35 Spelling and grammar The accuracy of letters [information spelling and grammar]
should be ensured A second person should proof read all letters before printing and
posting of the letters
36 Printing and signing of letters Ensure the papers and inks are of good quality A
good quality pen should be used for signing of documents
37 Manager awareness Where applicable all external letters must be seen by the
service point manager or sectional manager before [or after in case of urgent letters] they
are sent
38 Envelopes Appropriate envelope size should be used and the address should be
placed properly as per brand guidelines
39 Forms Guest should be guided to fill documents such as charge documents [which
has a legal implication if NOT filled by the guest] Ensure they are filled completely
accurately and neatly by double checking the supporting documents Make sure the forms
are checked and signed by the guest Forms filled for internal purposes such as leave or
requisitions should be filled completely accurately and neatly
310 Reports Reports generated for external or internal purposes should be checked for
accuracy and should be professionally prepared and presented
4 PROCESSES
41 All team members should be fully aware of and fully understand the processes
relating to the servicing of our guests
42 All team members should support each other in ensuring the effective and efficient
implementation of processes
43 All team members should provide suggestions to improve process as and when they
feel the need for it
44 All team members should take part in a quality circle and share process improvement
ideas at least once a month
45 All processes should be delivered according to the BRAC Bank standards as
documented in the ldquoGuest Experience Standards Manualrdquo
5 PRACTICES
This deals with the practices required to ensure a heartfelt interaction to provide a
memorable experience to guests every time they interact with the bank It deals with
ensuring a warm welcome fulfilling the expressed and unexpressed needs of the guests
and bidding a fond farewell Team membersrsquo communication may be in Bangla English
or any other language deemed appropriate
51 First Impression is the last impression Focus on creating a positive first
impression by attending to the guests professionally and in a friendly manner
52 Smile and eye contact Team members should have a genuine smile and maintain
eye contact while talking to a guest
53 Hand shake Team members should not extend their hand to guests and colleagues
of the opposite gender Team members should extend their hand to guests and colleagues
of the same gender Irrespective of gender if the guest initiates a hand shake the team
member should respond in a culturally acceptable manner Those team members who
prefer not to shake hands should greet in an appropriate and respectful manner if guests
or colleagues extend their hands However for frontline team members who are seated
behind counters it may not be possible to shake hands In this case they must extend a
heartfelt welcome to their guests
54 Seating Please allow your guests to take a seat first and then seat yourself
55 Full attention When attending to the guest team members should provide undivided
attention
56 Greeting
1048633 Team members The closest team member should greet the guest within 30 seconds of
their entering the premises Use appropriate greeting based on the time of the day Eg
Assalamu Alaikumgood morning madam Welcome to BRAC Bank my name is
ldquonamerdquo I am your rdquodesignationrdquo
57 Ask how the guest wants to be helped The sample scripts for respective team
members are given below
1048633 Service providing officer and managers ldquoMadam I can help yourdquo or ldquoI am at your
service todayrdquo or ldquoWhat can I do for you todayrdquo or ldquoIs there anything specific I can help
you with todayrdquo When practical personally escort them to the relevant counterdesk
introduce the guest and describe the need to the person who will provide the service as
much as possible If not direct them to the waiting area and ask them to take a seat or
join the line
1048633 Thereafter attend to the need swiftly
58 Service time Every guest must receive service within the time stipulated in the
ldquoGuest Experience Standards Manualrdquo
59 Offer refreshments All guests who are served at the desk of an officermanager
should be offered teawater or as appropriate Please ensure that the guest receives the
drinkrefreshment before it is served to the team member
510 Body posture in front of the guest If frontline officers are sitting across the table
in front of the guest maintain upright posture and keep their hands on the table if
officers are standing in front of the guest maintain a straight but relaxed posture
511 Adjust to guestrsquos pace Remember the pace of the guest will always be different to
yours slow down or speed up to the pace of the guests Speak in the same
languagedialect of the guests as much as appropriate
512 Treat guests with respect Team members should have a respectful attitude
towards the guests
513 Understand the guestrsquos needs Use observation active listening and questioning
techniques to understand the specific needs of the guest and fulfill the needs
514 Serve them efficiently Guests should be served swiftly Body language should
reflect a sense of purpose professionalism and promptness
515 Never say lsquonorsquo Always find a way to sayrsquo yesrsquo An officer should talk to manager
and get lsquoapprovalrsquo if officers have to say lsquoNorsquo Always display a positive attitude
516 Conversation content Ensuring that officers talk with guests clearly and in a
concise manner Avoid talking to guests using technical language [Jargon]
517 Promises Take care to ensure that promises made can be fulfilled
518 How to say it There are certain statements and phrases that irritate almost all
guests You may say (and mean) something and it may mean something else to the guest
as given in the table below Suggested positive phrases given below should be used
Tailor-make it as needed
519 Maintain composure At no time can a team member be rude or lose hisher temper
with the guest even if the guest loses hisher temper
520 Handling angry guests If the guest shouts or becomes very angry in front of other
guests take himher to a private area and follow the complaint handling procedure
521 Help to buy Team members should assist and support the guest to make the right
purchase decision (eg By explaining product details promotions benefits limitations
etc) The financial standing of the guest should be considered when offering products
and they should know all
charges upfront (eg when a garments factory worker open an account only for DPS of
500= for 4 years officers have to be careful about offering a savings account where
customer has to pay ( TK 800 + TK 520 ) + 15 vat total 1518= per year That is will be
very difficult for the guest who has a monthly salary of around Tk 2000=)
522 Guests who will buy later If a guest prefers to buy later heshe should be thanked
for coming to BRAC Bank and politely requested to come again Obtain the details of
guest (name address amp contact details)
523 If officers are busy serving another guest If officers are currently serving a guest
and a another guest comes for his assistance acknowledge the new guest excuse from
the current guest greeting the new guest and introducing himher to another team
member who could assist If no other team member is around then inform the guest that
the officer will attend himher within X minutes Saying ldquoGood morning madamsir
MrMs lsquonamersquo here will assist you until I finish serving this guestrdquo or ldquoGood morning
madamsir I will be with you as soon as I finish serving this guest would you please take
a seat till thenrdquo
524 When officer get back to the guest At the point officer revert to the guest
apologize to the guest Saying ldquoSirMadam sorry to have kept you waitingrdquo
525 Referring to someone else An officer should avoid referring to someone else as
much as possible In the event an officer has to refer the guest to somebody else make
sure it is the right person Guest should be escorted to the right person All information
that the guest shared with the previous officer should be conveyed to the other person
526 Unprofessional behavior Do not have meals snacks drinks unrelated discussions
with colleagues and take personal calls in front of guests Do not leave the desk
unnecessarily and for prolonged periods DO NOT chew lsquopaanrsquotobaccogum bite nails
itch belch spit yawn pick nose in front of team members and guests
527 Bid a fond farewell to the guest Team members should see guests off at the door
bid them a fond farewell and invite them to come again as much as practical
528 Visiting Guests
a When visiting a guestrsquos premises team members should wait for the guest to signal
them to take a seat
b Team members must ask guestrsquos permission before placing any personal item such as
mobile phones files glasses and so forth on the guests table
c Using facilities Team members must ask guestrsquos permission before using any facility
(like washroom) at hisher premise
d Posture Team members must maintain professional posture and purposeful demeanor
in front of guests at all times
e Interruptions Team members must turn off mobile phones (or put on silent mode)
while at guest premises If the team member must answer the phone case of emergencies
permission must be sought at the beginning of the conversation
529 Meeting guests outside work
If team members happen to meet guests outside BBL premises in a social gathering
(party shopping mall etc) heshe must present himherself in a
professional yet friendly manner
530 Telephone etiquette
Standards
bull All phone calls from the PABX to guest service points are answered within 3 rings
bull Phone banking guests must be answered within 60 seconds of requesting for agentrsquos
assistance 90 of the queries should be completed within 90 seconds
Open the telephone call
bull Smile as answer and speak on the phone
bull The welcome greeting should be appropriate to the time of call Eg ldquoGood morning
SirMadamrdquo
bull Identify bank name and department Eg ldquoWelcome to BRAC bank I am lsquonamersquo From
lsquoname ofrsquo Branchrdquo
bull Find out the guestrsquos name Eg ldquoMay I know your name pleaserdquo
bull Offer to help Eg ldquoHow can I help yourdquo
bull For calls to mobile phone say ldquoHello this is lsquonamersquo how can I help yourdquo
The body of the telephone call
bull Continue to smile as the officer speaks on the phone
bull Listen attentively until the guest finishes speaking
bull Make sure the guest knows you are on line and listening with appropriate responses as
they speak
bull Pace the guest [match the language tone mood speed of the guest]
bull Speak in natural voice
bull Use a clear voice
bull Speak in an efficient caring and friendly manner
bull Direct the conversation towards a positive and efficient conclusion
bull Do not use jargons [technical terms] during the conversation
bull Do not eat drink chew make noises and yawn during the phone call
bull Always hold the receiver with the hand and place it close to the mouth and ear
accurately
bull If the guest becomes angry upset and shouts maintain composure and listen
empathize pace and try to resolve the problem In case the problem cannot be solved
promise to direct it to a senior team member who can resolve it immediately The senior
team member should call write to and if necessary visit the guest to ensure resolution of
the problem
Putting the guest on hold
bull Guest should be put on hold only when absolutely necessary
bull Explain the reason why it is required to put himher on hold
bull Request for permission and tell himher exactly how long heshe will be kept on hold
bull If the guest says that heshe cannot hold then take the number and offer to call back as
soon as possible
bull After getting back on the phone thank the guest for waiting
Transferring a call
bull Guest calls should be transferred only when absolutely necessary
bull Seeking permission to transfer the call and telling himher exactly the reason for
transferring and to
whom the call is being transferred to
bull Ensure the person receiving the call gets on line
bull Give the details of the call before officer leave the line
When the person the officer is transferring the call to is not available or busy
bull Apologize for it and offer to help
bull Take a message if required
bull Write down the callerrsquos name organizationrsquos name telephone number and a short
message of the reason for the call
bull Pass on the message to the person who officer was trying to transfer the call
immediately by email text message or short note
When receiving a call while a guest is in front of BSSO
bull If the call arrives when attending to a guest team members should seek permission
from the guest before answering the call
bull If itrsquos a call from any colleague irrespective of their seniority tell himher that you are
serving a guest and that you will call back Finish the call within 30 seconds
bull If it is a call from a guest explain that you are attending to another guest promise to
call back in a specific amount of time take the contact details and call back at the
promised time
bull If the call is from overseas seek permission of the guest in front and attend to the call
swiftly
When ending a call
bull Ask if there is anything else can do for the guest
bull Give the guest his name and contact details and invite them to call for any help
bull Thank them for calling and wait till the guest leaves the line before you leave the line
Outgoing calls
bull Outgoing calls should be made at time convenient to the guest
bull Greeting Eg Assalamu Alaikumgood morning SirMadam
bull Identify oneself clearly Eg ldquoMy name is lsquonamersquo I am the Branch manager of BRAC
Bank lsquoname ofrsquo branchrdquo
bull Ask for the guest [if he calls on a landline ldquoCan I speak to lsquonamersquordquo] or [if he is
calling on the guestrsquos mobile phone ldquoAm I speaking to MrMs lsquonamersquordquo]
bull Explain the reason for your call
bull Continue the conversation and finish the call in the same manner as incoming calls
bull Follow the guidelines of holding transferring and etiquettes as described for incoming
calls earlier
531 Email communication
a Template selection Professional and appropriate templates should be used as per brand
guidelines
b Names and salutation While drafting emails to external guests name of the recipient
must be correct Proper salutation [Mr Mrs Ms Dr etc] should be used
c Word selection Right words should be selected during drafting emails so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Emails should be concise
d Spelling and grammar Spelling and grammar must be checked twice for accuracy
before sending the email
e Identity of the person generating emails The person generating external and internal
emails should have the signature with the name designation department contact phone
numbers and email address The email signature should be as per the brand guidelines
f Manager awareness All external emails should be copied to the service point managers
or sectional managers Keep the CC and BCC to a minimum and only as required for
both external and internal emails
g Acknowledgements Acknowledge internal and external emails as required Request
external guests for acknowledgement
532 Handling guest complaints The team member receiving the complaint owns the
problem until it is handed over to the relevant person and is responsible to personally
introduce the guest to himher (face to face or over the phone) Thereafter the person who
the complaint and the guest was handed over to owns the problem All or some of the
more relevant steps should be taken based on the situation
To handle guest complaints Customer Service Officers need to take the following steps
a Calm down the guest The best way to help the guest to calm down is by giving
a window for the guest to vent the anger Take the guest to a private office room if
possible let the guest vent stay calm be polite listen and offer a soft drink or cool water
b Show empathy Genuinely show that the officers are feeling the same as the
guest is feeling ndash eg ldquoI understand how you feel please let me resolve this for yourdquo
Talking with the same intensity of emotion displayed by the guest This will help calm
down the guest
c Apologize Apologize for the service fault and for the inconvenience caused
d Listen and clarify Invite the guest to explain the problem Listen to the guestrsquos
problem completely and make required clarifications to understand the real situation
Write down all the details
e Re-frame Restate what is understood and ask for the guestrsquos confirmation for
accuracy of the understanding
f Speak gently and be calm Be soft spoken even if the guest gets angry and
disturbed Do not use inappropriate words or body language and do not respond to any
question with a direct ldquoNordquo Do not blame others take ownership of the problem Give
the guest an accurate clarification and possible options Do not make any promises that
cannot be kept
g Channel the complaint to the right person Decide if the officer can handle the
complaint If not it has to be channeled it to the right person based
h Respond immediately The person receiving the complaint directly from the
guest or passed on by a colleague should offer the guest alternatives and let himher
choose Offer the solution clearly and explain to the guest the steps which will be taken to
solve the problem The solution should be provided in the shortest possible time
i Present the solution positively Explaining to the guest exactly what they can do
rather than what cannot do eg instead of saying ldquoI canrsquot deliver the certificate todayrdquo
say ldquoI will make arrangement to deliver the certificate tomorrowrdquo Using appropriate
language to inform that they take responsibility on behalf of the bank to solve the
guestrsquos problem Convey urgency by using positive time based statements - eg ldquoright
awayrdquo ldquoimmediatelyrdquo ldquowithin an hourrdquo etc
j Educate Educating the guests thoroughly to prevent future problems
k Thank for the complaint Guests should be thanked for informing the bank
regarding the problems
l Follow up Writing a letter apologizing for the problem thank for bringing it to
the notice of the bank and stating the steps that will be taken to resolve the problem with
a clear time frame [within 24 hours for standard complaints]
m Informing line manager The line manager should be kept informed about the problem
immediately through e-mail or short note The relevant manager value center head or
business unit heads should be informed of complaints based on the criticalityseverity
levels
n Guest queries regarding the complaint Responding to any guest queries
regarding the status of the solution within 24 hours If they need more time keep the
guest informed
o Complaints that require investigations In terms of complaints requiring
investigation informing the guest of the likely time frame within 24 hours Ensuring that
team members do not delay resolving such complaints beyond 3 working days If it is
taking more than 3 working days keeping the guest updated of the new time frame
533 Service recovery process Guest Service Recovery Process is to convert the upset
or irate guest into a delighted guest who has directly complained to Customer Care
Service or had been handed over to them by a colleague according to the lsquoHandling Guest
Complaintsrsquo section above -
bull When a service breakdown occurs the guest needs to be taken care of in a manner that
makes himher feel very special and important
bull Due to the service breakdown if the guest is attempting to end the relationship with the
bank at any time of this process all attempts should be made to convince the guest to stay
with BRAC Bank and steps should be taken to resolve the issue
bull It is essential that the guest is kept updated once every 3 days (by the person who owns
the problem) to ensure that they do not feel that no action is being taken Progress of the
problem should be logged regularly
bull Once breakdown has been taken care of it is the duty of the concerned department to
send the guest a letter thanking himher for being a BRAC Bank guest and depending on
the value of the problem provide guest with value additions as per the bank policy (eg
gift waiver of charges etc)
534 Managing expectations This is required when a guest needs service or terms
beyond what is possible
bull Fully understanding the guestrsquos needs
bull Politely explain to the guest that it is beyond the current guidelines
bull Speaking to a manager and seeing how best they can accommodate the request
bull Get back to the guest and explaining what can be done and say that it is done under
special approval outside the current guidelines
bull Providing the service
Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited
Effective from January 01 2010
Liability amp Wealth Management Retail Banking
Triple Benefits Savings Account
Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000
Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly
Chequebook Issue Fee Free
Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000
Visa Debit Card fee (annual) Free
Savings - Classic
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Current Plus Account
Minimum Opening Deposit Tk 25000
Half Yearly Account Maintenance Fee Tk 25000 and above FreeBelow Tk 25000 Tk 500 Half-yearly
Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free
Current Classic Account
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 500 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Ezee Account (Non-Checking Account)
Minimum Opening Deposit Tk 5000
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 6
Mission
Sustained growth in small amp Medium Enterprise sector
Continuous low cost deposit growth with controlled growth in Retained
Assets
Corporate Assets to be funded through self-liability mobilization Growth in
Assets through Syndications and Investment in faster growing sectors
Continuous endeavor to increase fee based income
Keep our Debt Charges at 25 to maintain a steady profitable growth
Achieve efficient synergies between the banks Branches SME Unit Offices
and BRAC field offices for delivery of Remittance and Banks other products
and services
Manage various lines of business in a fully controlled environment with no
compromise on service quality
Keep a diverse far flung team fully motivated and driven towards
materializing the banks vision into reality
A Brief Overview on Service Quality Hand Book of BRAC Bank
IntroductionBRAC Bank is on a journey to establish world-class guest experience in all its operations
This will be achieved by focusing on people infrastructure technology products and
processes This is the most fundamental aspect for the success of their business It will
improve their financial performance through creating happy guests through happy team
members The guidelines in this book should be adopted [where relevant] HR strongly
recommends that employees adopt these guidelines even in their personal lives so that
these behaviors become natural
The two main objectives of this hand book are to help BSSO (Branch Sales and Service
Officer) achieve excellence in Guest Experience and ensure Service Quality
lsquoBRACrsquo Bank Guest Experience Fundamentals
These guidelines will help us to achieve lsquoBRACrsquo Bank guest experience standards-
1) Bold ndash BSSO will be BOLD on behalf of their guests and colleagues They will
be the first to greet first to listen first to make suggestions first to satisfy even the
unexpressed needs and to bid a fond farewell
2) Reliable ndash BSSO will take full ownership in serving their guests to their
complete satisfaction
3) Appealing ndash They will ensure that all guest touch points are appealing and
inviting
4) Consistent ndash It is also necessary to ensure that guest experience quality is
consistent in all aspects across all guest service points all the time
The Five Essential Areas of Excellence in Guest Experience [5Prsquos]
BRAC Bank guest experience standards will apply to the five aspects for excellence in
guest experience listed below
bull People ndash The team who serves our guests
bull Premises ndash the locations from which they serve guests
bull Papers ndash the documents they use to provide amp receive information and communicate
with guests and colleagues
bull Processes ndash the processes that enable the employees to delight their guests
bull Practices ndash the way in which they interact with guests
The Owners of lsquoBRACrsquo Bank Guest Experience Quality
Each team member at BRAC bank has to take OWNERSHIP and FULLY COMPLY
with the guidelines of this document The managers in charge of guest service points and
the various support functions will ensure compliance of lsquoBRACrsquo Bank guest experience
quality by their teams They will be held accountable if any of their team members fail to
comply with these guidelines The management committee is responsible for the
compliance of lsquoBRACrsquo Bank guest experience quality by all team members from the
managers up to themselves in their respective line of command The Managing Director
is responsible for the compliance of lsquoBRACrsquo Bank guest experience quality by the
management committee members
The lsquoBRACrsquo Bank Guest Experience Standards
The BRAC Bank guest experience guidelines are designed to help all team members
contribute towards achieving the following guest experience standards
Every guest should feel that heshe is being treated as a personal guest
Every guest should have a positive image of the bank so that they wholeheartedly
refer BRAC Bank to others
Every guest should receive one stop service
Every guest must receive open and transparent communication
Every guest must be informed about relevant rules guidelines charges and any
changes to these up front
The Process General Compliance
Those responsible for the various team members should take the following steps in the
event they notice any team member violating any demonstrable lsquoBRACrsquo Bank guest
experience guidelines
First time ndash A letter of caution to be issued and coaching to be provided the first time a
team member violates the guidelines
Second time ndash If the same team member violates the same guideline for the second time
the head of HR should be informed who will issue a warning letter
Third time ndash The employee will be terminated if the same guideline is violated for the
third time
Exceptions If a team member cannot follow any of these guidelines due to health or
religious reasons prior written approval should be obtained from the line manager
Detailed guidelines
The guidelines below are listed under the 5Prsquos
1 PEOPLE
The lsquoBRACrsquo Bank guest experience lsquoPeoplersquo deals with proper attitude and behavior of
all team members The aspects include
11 Be purposeful Team members should come to work after having reflected on their
personal purpose and with a resolve to move a step further towards their purpose by
positively approaching their work
12 Punctuality Team members should be punctual In case of unforeseen
circumstances if any team member is likely to be late heshe should inform hisher line
manager host or guest Heshe should also communicate the reason for the delay and the
likely time of arrival before the appointed time Meetings should be called at least 2
working days before hand
13 Behavior Each team member should treat each other as ladies and gentlemen Harsh
and disrespectful words racial slurs loud voice aggressive body language etc should be
avoided at all times
14 Facial expression Team members should always have a smile on the face to display
a friendly helpful and caring attitude when dealing with guests and fellow team
members
15 Body language Body language should be smart and prompt to make guests feel that
team members are dedicated to work
16 Competency Team members should have a fair knowledge of products services
campaigns of BRAC Bank and the competitorsrsquo as well as BRAC bankrsquos policies and
Bangladesh bank policies Each team member should have completed the certification for
their role
17 Information sharing Each team member should proactively share ideas
information and experiences so that we learn from each other to enhance excellence in
guest experience
18 Personal care All employees should take personal care by doing regular exercises
taking balanced and nutritional meals on time sleeping early and taking at least 7 hours
of sleep every day waking early and practicing mind relaxing methods such as
meditation
19 Hair Hair should be neat and should be in good condition Team members should
never comb their hair in front of the guests
110 Eyes Eyes should be clean and clear at all times Red eyes are not acceptable
Glasses should be crystal clear so that eyes are properly visible Contact lenses should be
professional
111 Nose Nasal hair should not be visible No nose picking in public
112 Ears Ears should be cleaned of wax if any for clear hearing and understanding of
the needs of guests and colleagues Earrings are prohibited for male team members
113 Mouth Mouth should be free of bad breath Teeth should be clean and no tooth
picking in public
114 Face Males should have clean shaven faces or well trimmed beards Ladies should
wear professional looking cosmetics and make up
115 Body Team members should use under arm roll-on or spray deodorant adequately
so that there is no body odor Smokers should ensure that smoke smell does not emanate
from mouth or body Tattoos and Hena tattoos should not be visible Inappropriate body
piercing is prohibited
116 Hand Hands and nails should be neat and clean for a proper handshake If nail
polish is used the colour of the nail polish should be professional [colours such as black
dark green blue etc should be avoided]
117 Clothes and accessories Clothing should be clean and well ironed It should be
professional and simple Those who are required to wear uniform should wear them all
the time
bull Ladies Dress code for female team members should be decent Salwar Kameez
saree ankle length skirt trouser with long sleeve shirt Orrnas should be worn decently
Collarless sleeveless t-shirt sleeveless blouse sleeveless Salwar-Kameez deep
neckedlow back tops short skirt jeans and sneakers are strictly prohibited Team
members should wear culturally fit dress of sober colours and should not wear dresses
that make noise Accessories worn should be of minimum in quantity [bangles] and small
in size [necklace and earrings etc] If anklets are worn they should not make any sound
bull Gentleman All team members should wear decent and professional looking
shirts and trousers Those who are required to wear tie and coat should wear matching
colours Ties and the knots should be in good shape Dirty or button less shirts should be
avoided No extra threads should be visible Long sleeve shirts should be worn and shirt
sleeves should be buttoned and should not be folded Collarless T-shirts jeans loud
coloured shirts are strictly prohibited Men should wear blackbrown leather belts that
matches the cloths with smart professional looking buckles
bull Attire for dress down day Back office staff can choose to dress in Smart Casual
attire on dress down days However the guidelines with regard to professionalism and
decency applicable for normal working days should be followed by all team members
118 Shoes and socks Men should wear black or dark brown shoes with dark socks of a
matching colour Shoes should be polished and socks should be clean Ladies should
wear professional well coordinated shoes with low heels Shoes should not have
accessories that make noise Open sandals (without heels) sneakers slippers and gym
shoes are strictly prohibited for all
119 Identity Every team member at front line guest service points must wear hisher
name tag at all times
2 PREMISES
Premises deal with the physical appearance of guest service points as well as areas where
the guests do not access They should be maintained in a professional and comfortable
manner The following are the guidelines which need to be followed to create the desired
work environment
21 Outside appearance of the premises The exterior of each bankrsquos premises should
be well maintained Team members should not smoke in front of the premises
22 Signboard Signature must be clearly visible and the information given in the
signage must be accurate Signage with lights should be lit at night subject to local
authority guidelines
23 Entrance Entrances to premises should be inviting clean and uncluttered
24 Staircase Staircases should be well maintained cleaned and should be uncluttered so
that people can move in and out very smoothly without a problem They have to climb on
the left side
and do not stop and have conversations on the stairways
25 Elevators Elevators should be kept neat and clean Team members have Wait and
keep the entrance clear until those inside exit the elevator before they enter The person
standing near the control panel should press the required numbers of the other passengers
26 Interior Interior must be well maintained and they should be spotlessly clean All
team members should take the responsibility to keep it clean They should pick up any
garbage they see on the floor and put it in the bin
27 Internal signage Internal signage should be maintained regularly so that they are
clean in good working order and the contents should be legible amp accurate They should
be maintained according to the brand guidelines
28 Lighting The right amount of lighting with the correct lighting colours should be
maintained
29 Temperature amp freshness The temperature should be maintained at a comfortable
level Where available air conditioners should be noise free Fans should be clean and in
working order Ventilation should be proper
210 Guest seating Guest seating areas and facilities should be neat clean and
comfortable
211 Newspapers and magazines Always ensure the newspapers magazines and
periodicals provided in guest waiting areas are current
212 TV channels Appropriate TV channels such as news cartoons nature and sports
should be shown in the in-branch televisions wherever applicable Scary indecent
channels are prohibited Sound should be muted or at low level
213 Tissue box Guest care desk should have a box of facial tissues
214 Brochures and posters Brochures should be current and displayed in a manner that
it is inviting for the guests to pick them up Posters should be displayed prominently and
professionally
215 Plants Always ensure that plants inside and outside the premises are neatly placed
in clean vases and they should have fresh leaves
216 Desks and counters Desks and counters should be maintained in a professional and
uncluttered manner Papers should be filed and stored in the appropriate places
217 Computers and accessories Computers and accessories should be maintained
according to IT guidelines
218 Phones Avoid using phones of others for hygiene reasons however this guideline
does not apply in relation to serving our guest Use antiseptics at least once a day to clean
your phones Phones should be easily accessible
219 Wires Electric phone and computer wires should not be exposed
220 Fax and photocopy machines Fax and photocopy machines should be maintained
according to GAIS guidelines Papers should be kept only in the designated places
221 Water dispensers Water dispensers should be kept only in the dining or other
appropriate place away from the visibility of the guests
222 Crockery amp cutlery Crockery amp cutlery should be in good shape and they should
be stored in a clean and a hygienic manner Tea coffee milk sugar etc should be also
stored in a hygienic and neat manner
223 Toilet There should be no bad smell in the toilets There should be dry floors clean
basins clean towels soaps and toilet rolls Toilets should be cleaned regularly and air
freshener should be in place
224 Towels and linen Towels and linen should not be kept in visible locations They
should be stored in a designated location Fresh clean towels should be available
everyday
225 ATMS ATM booths should be well lit clean insect-free and well maintained Air
temperature must be maintained at comfortable level Brochure stands should be clean
and contain current brochures
226 Guest locker room The lockers should be maintained well Mirrors tables and
seating arrangements should be clean Locker rooms should not be cluttered
227 Store room Store rooms should be orderly neat and clean
228 Non-smoking premises All BRAC Bank premises other than designated smoking
areas are smoke-free zones
3 PAPERS
Papers deal with the documents we use to provide amp receive information and
communicate with our guests and colleagues
31 Paper selection Outgoing letters should be printed on BRAC Bank letter heads
according to the template provided for routine letters and as required for ad hoc letters
32 Names and salutation While drafting letters name of the recipient and salutation
should be correct The most appropriate salutation should be used
33 Word selection Right words should be selected during drafting letters so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Letters should not be unnecessarily long Letters should be concise and
elegant
34 Identity of the person generating external letters Where applicable the person
generating external letters should sign on the name designation contact phone number
and email address
35 Spelling and grammar The accuracy of letters [information spelling and grammar]
should be ensured A second person should proof read all letters before printing and
posting of the letters
36 Printing and signing of letters Ensure the papers and inks are of good quality A
good quality pen should be used for signing of documents
37 Manager awareness Where applicable all external letters must be seen by the
service point manager or sectional manager before [or after in case of urgent letters] they
are sent
38 Envelopes Appropriate envelope size should be used and the address should be
placed properly as per brand guidelines
39 Forms Guest should be guided to fill documents such as charge documents [which
has a legal implication if NOT filled by the guest] Ensure they are filled completely
accurately and neatly by double checking the supporting documents Make sure the forms
are checked and signed by the guest Forms filled for internal purposes such as leave or
requisitions should be filled completely accurately and neatly
310 Reports Reports generated for external or internal purposes should be checked for
accuracy and should be professionally prepared and presented
4 PROCESSES
41 All team members should be fully aware of and fully understand the processes
relating to the servicing of our guests
42 All team members should support each other in ensuring the effective and efficient
implementation of processes
43 All team members should provide suggestions to improve process as and when they
feel the need for it
44 All team members should take part in a quality circle and share process improvement
ideas at least once a month
45 All processes should be delivered according to the BRAC Bank standards as
documented in the ldquoGuest Experience Standards Manualrdquo
5 PRACTICES
This deals with the practices required to ensure a heartfelt interaction to provide a
memorable experience to guests every time they interact with the bank It deals with
ensuring a warm welcome fulfilling the expressed and unexpressed needs of the guests
and bidding a fond farewell Team membersrsquo communication may be in Bangla English
or any other language deemed appropriate
51 First Impression is the last impression Focus on creating a positive first
impression by attending to the guests professionally and in a friendly manner
52 Smile and eye contact Team members should have a genuine smile and maintain
eye contact while talking to a guest
53 Hand shake Team members should not extend their hand to guests and colleagues
of the opposite gender Team members should extend their hand to guests and colleagues
of the same gender Irrespective of gender if the guest initiates a hand shake the team
member should respond in a culturally acceptable manner Those team members who
prefer not to shake hands should greet in an appropriate and respectful manner if guests
or colleagues extend their hands However for frontline team members who are seated
behind counters it may not be possible to shake hands In this case they must extend a
heartfelt welcome to their guests
54 Seating Please allow your guests to take a seat first and then seat yourself
55 Full attention When attending to the guest team members should provide undivided
attention
56 Greeting
1048633 Team members The closest team member should greet the guest within 30 seconds of
their entering the premises Use appropriate greeting based on the time of the day Eg
Assalamu Alaikumgood morning madam Welcome to BRAC Bank my name is
ldquonamerdquo I am your rdquodesignationrdquo
57 Ask how the guest wants to be helped The sample scripts for respective team
members are given below
1048633 Service providing officer and managers ldquoMadam I can help yourdquo or ldquoI am at your
service todayrdquo or ldquoWhat can I do for you todayrdquo or ldquoIs there anything specific I can help
you with todayrdquo When practical personally escort them to the relevant counterdesk
introduce the guest and describe the need to the person who will provide the service as
much as possible If not direct them to the waiting area and ask them to take a seat or
join the line
1048633 Thereafter attend to the need swiftly
58 Service time Every guest must receive service within the time stipulated in the
ldquoGuest Experience Standards Manualrdquo
59 Offer refreshments All guests who are served at the desk of an officermanager
should be offered teawater or as appropriate Please ensure that the guest receives the
drinkrefreshment before it is served to the team member
510 Body posture in front of the guest If frontline officers are sitting across the table
in front of the guest maintain upright posture and keep their hands on the table if
officers are standing in front of the guest maintain a straight but relaxed posture
511 Adjust to guestrsquos pace Remember the pace of the guest will always be different to
yours slow down or speed up to the pace of the guests Speak in the same
languagedialect of the guests as much as appropriate
512 Treat guests with respect Team members should have a respectful attitude
towards the guests
513 Understand the guestrsquos needs Use observation active listening and questioning
techniques to understand the specific needs of the guest and fulfill the needs
514 Serve them efficiently Guests should be served swiftly Body language should
reflect a sense of purpose professionalism and promptness
515 Never say lsquonorsquo Always find a way to sayrsquo yesrsquo An officer should talk to manager
and get lsquoapprovalrsquo if officers have to say lsquoNorsquo Always display a positive attitude
516 Conversation content Ensuring that officers talk with guests clearly and in a
concise manner Avoid talking to guests using technical language [Jargon]
517 Promises Take care to ensure that promises made can be fulfilled
518 How to say it There are certain statements and phrases that irritate almost all
guests You may say (and mean) something and it may mean something else to the guest
as given in the table below Suggested positive phrases given below should be used
Tailor-make it as needed
519 Maintain composure At no time can a team member be rude or lose hisher temper
with the guest even if the guest loses hisher temper
520 Handling angry guests If the guest shouts or becomes very angry in front of other
guests take himher to a private area and follow the complaint handling procedure
521 Help to buy Team members should assist and support the guest to make the right
purchase decision (eg By explaining product details promotions benefits limitations
etc) The financial standing of the guest should be considered when offering products
and they should know all
charges upfront (eg when a garments factory worker open an account only for DPS of
500= for 4 years officers have to be careful about offering a savings account where
customer has to pay ( TK 800 + TK 520 ) + 15 vat total 1518= per year That is will be
very difficult for the guest who has a monthly salary of around Tk 2000=)
522 Guests who will buy later If a guest prefers to buy later heshe should be thanked
for coming to BRAC Bank and politely requested to come again Obtain the details of
guest (name address amp contact details)
523 If officers are busy serving another guest If officers are currently serving a guest
and a another guest comes for his assistance acknowledge the new guest excuse from
the current guest greeting the new guest and introducing himher to another team
member who could assist If no other team member is around then inform the guest that
the officer will attend himher within X minutes Saying ldquoGood morning madamsir
MrMs lsquonamersquo here will assist you until I finish serving this guestrdquo or ldquoGood morning
madamsir I will be with you as soon as I finish serving this guest would you please take
a seat till thenrdquo
524 When officer get back to the guest At the point officer revert to the guest
apologize to the guest Saying ldquoSirMadam sorry to have kept you waitingrdquo
525 Referring to someone else An officer should avoid referring to someone else as
much as possible In the event an officer has to refer the guest to somebody else make
sure it is the right person Guest should be escorted to the right person All information
that the guest shared with the previous officer should be conveyed to the other person
526 Unprofessional behavior Do not have meals snacks drinks unrelated discussions
with colleagues and take personal calls in front of guests Do not leave the desk
unnecessarily and for prolonged periods DO NOT chew lsquopaanrsquotobaccogum bite nails
itch belch spit yawn pick nose in front of team members and guests
527 Bid a fond farewell to the guest Team members should see guests off at the door
bid them a fond farewell and invite them to come again as much as practical
528 Visiting Guests
a When visiting a guestrsquos premises team members should wait for the guest to signal
them to take a seat
b Team members must ask guestrsquos permission before placing any personal item such as
mobile phones files glasses and so forth on the guests table
c Using facilities Team members must ask guestrsquos permission before using any facility
(like washroom) at hisher premise
d Posture Team members must maintain professional posture and purposeful demeanor
in front of guests at all times
e Interruptions Team members must turn off mobile phones (or put on silent mode)
while at guest premises If the team member must answer the phone case of emergencies
permission must be sought at the beginning of the conversation
529 Meeting guests outside work
If team members happen to meet guests outside BBL premises in a social gathering
(party shopping mall etc) heshe must present himherself in a
professional yet friendly manner
530 Telephone etiquette
Standards
bull All phone calls from the PABX to guest service points are answered within 3 rings
bull Phone banking guests must be answered within 60 seconds of requesting for agentrsquos
assistance 90 of the queries should be completed within 90 seconds
Open the telephone call
bull Smile as answer and speak on the phone
bull The welcome greeting should be appropriate to the time of call Eg ldquoGood morning
SirMadamrdquo
bull Identify bank name and department Eg ldquoWelcome to BRAC bank I am lsquonamersquo From
lsquoname ofrsquo Branchrdquo
bull Find out the guestrsquos name Eg ldquoMay I know your name pleaserdquo
bull Offer to help Eg ldquoHow can I help yourdquo
bull For calls to mobile phone say ldquoHello this is lsquonamersquo how can I help yourdquo
The body of the telephone call
bull Continue to smile as the officer speaks on the phone
bull Listen attentively until the guest finishes speaking
bull Make sure the guest knows you are on line and listening with appropriate responses as
they speak
bull Pace the guest [match the language tone mood speed of the guest]
bull Speak in natural voice
bull Use a clear voice
bull Speak in an efficient caring and friendly manner
bull Direct the conversation towards a positive and efficient conclusion
bull Do not use jargons [technical terms] during the conversation
bull Do not eat drink chew make noises and yawn during the phone call
bull Always hold the receiver with the hand and place it close to the mouth and ear
accurately
bull If the guest becomes angry upset and shouts maintain composure and listen
empathize pace and try to resolve the problem In case the problem cannot be solved
promise to direct it to a senior team member who can resolve it immediately The senior
team member should call write to and if necessary visit the guest to ensure resolution of
the problem
Putting the guest on hold
bull Guest should be put on hold only when absolutely necessary
bull Explain the reason why it is required to put himher on hold
bull Request for permission and tell himher exactly how long heshe will be kept on hold
bull If the guest says that heshe cannot hold then take the number and offer to call back as
soon as possible
bull After getting back on the phone thank the guest for waiting
Transferring a call
bull Guest calls should be transferred only when absolutely necessary
bull Seeking permission to transfer the call and telling himher exactly the reason for
transferring and to
whom the call is being transferred to
bull Ensure the person receiving the call gets on line
bull Give the details of the call before officer leave the line
When the person the officer is transferring the call to is not available or busy
bull Apologize for it and offer to help
bull Take a message if required
bull Write down the callerrsquos name organizationrsquos name telephone number and a short
message of the reason for the call
bull Pass on the message to the person who officer was trying to transfer the call
immediately by email text message or short note
When receiving a call while a guest is in front of BSSO
bull If the call arrives when attending to a guest team members should seek permission
from the guest before answering the call
bull If itrsquos a call from any colleague irrespective of their seniority tell himher that you are
serving a guest and that you will call back Finish the call within 30 seconds
bull If it is a call from a guest explain that you are attending to another guest promise to
call back in a specific amount of time take the contact details and call back at the
promised time
bull If the call is from overseas seek permission of the guest in front and attend to the call
swiftly
When ending a call
bull Ask if there is anything else can do for the guest
bull Give the guest his name and contact details and invite them to call for any help
bull Thank them for calling and wait till the guest leaves the line before you leave the line
Outgoing calls
bull Outgoing calls should be made at time convenient to the guest
bull Greeting Eg Assalamu Alaikumgood morning SirMadam
bull Identify oneself clearly Eg ldquoMy name is lsquonamersquo I am the Branch manager of BRAC
Bank lsquoname ofrsquo branchrdquo
bull Ask for the guest [if he calls on a landline ldquoCan I speak to lsquonamersquordquo] or [if he is
calling on the guestrsquos mobile phone ldquoAm I speaking to MrMs lsquonamersquordquo]
bull Explain the reason for your call
bull Continue the conversation and finish the call in the same manner as incoming calls
bull Follow the guidelines of holding transferring and etiquettes as described for incoming
calls earlier
531 Email communication
a Template selection Professional and appropriate templates should be used as per brand
guidelines
b Names and salutation While drafting emails to external guests name of the recipient
must be correct Proper salutation [Mr Mrs Ms Dr etc] should be used
c Word selection Right words should be selected during drafting emails so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Emails should be concise
d Spelling and grammar Spelling and grammar must be checked twice for accuracy
before sending the email
e Identity of the person generating emails The person generating external and internal
emails should have the signature with the name designation department contact phone
numbers and email address The email signature should be as per the brand guidelines
f Manager awareness All external emails should be copied to the service point managers
or sectional managers Keep the CC and BCC to a minimum and only as required for
both external and internal emails
g Acknowledgements Acknowledge internal and external emails as required Request
external guests for acknowledgement
532 Handling guest complaints The team member receiving the complaint owns the
problem until it is handed over to the relevant person and is responsible to personally
introduce the guest to himher (face to face or over the phone) Thereafter the person who
the complaint and the guest was handed over to owns the problem All or some of the
more relevant steps should be taken based on the situation
To handle guest complaints Customer Service Officers need to take the following steps
a Calm down the guest The best way to help the guest to calm down is by giving
a window for the guest to vent the anger Take the guest to a private office room if
possible let the guest vent stay calm be polite listen and offer a soft drink or cool water
b Show empathy Genuinely show that the officers are feeling the same as the
guest is feeling ndash eg ldquoI understand how you feel please let me resolve this for yourdquo
Talking with the same intensity of emotion displayed by the guest This will help calm
down the guest
c Apologize Apologize for the service fault and for the inconvenience caused
d Listen and clarify Invite the guest to explain the problem Listen to the guestrsquos
problem completely and make required clarifications to understand the real situation
Write down all the details
e Re-frame Restate what is understood and ask for the guestrsquos confirmation for
accuracy of the understanding
f Speak gently and be calm Be soft spoken even if the guest gets angry and
disturbed Do not use inappropriate words or body language and do not respond to any
question with a direct ldquoNordquo Do not blame others take ownership of the problem Give
the guest an accurate clarification and possible options Do not make any promises that
cannot be kept
g Channel the complaint to the right person Decide if the officer can handle the
complaint If not it has to be channeled it to the right person based
h Respond immediately The person receiving the complaint directly from the
guest or passed on by a colleague should offer the guest alternatives and let himher
choose Offer the solution clearly and explain to the guest the steps which will be taken to
solve the problem The solution should be provided in the shortest possible time
i Present the solution positively Explaining to the guest exactly what they can do
rather than what cannot do eg instead of saying ldquoI canrsquot deliver the certificate todayrdquo
say ldquoI will make arrangement to deliver the certificate tomorrowrdquo Using appropriate
language to inform that they take responsibility on behalf of the bank to solve the
guestrsquos problem Convey urgency by using positive time based statements - eg ldquoright
awayrdquo ldquoimmediatelyrdquo ldquowithin an hourrdquo etc
j Educate Educating the guests thoroughly to prevent future problems
k Thank for the complaint Guests should be thanked for informing the bank
regarding the problems
l Follow up Writing a letter apologizing for the problem thank for bringing it to
the notice of the bank and stating the steps that will be taken to resolve the problem with
a clear time frame [within 24 hours for standard complaints]
m Informing line manager The line manager should be kept informed about the problem
immediately through e-mail or short note The relevant manager value center head or
business unit heads should be informed of complaints based on the criticalityseverity
levels
n Guest queries regarding the complaint Responding to any guest queries
regarding the status of the solution within 24 hours If they need more time keep the
guest informed
o Complaints that require investigations In terms of complaints requiring
investigation informing the guest of the likely time frame within 24 hours Ensuring that
team members do not delay resolving such complaints beyond 3 working days If it is
taking more than 3 working days keeping the guest updated of the new time frame
533 Service recovery process Guest Service Recovery Process is to convert the upset
or irate guest into a delighted guest who has directly complained to Customer Care
Service or had been handed over to them by a colleague according to the lsquoHandling Guest
Complaintsrsquo section above -
bull When a service breakdown occurs the guest needs to be taken care of in a manner that
makes himher feel very special and important
bull Due to the service breakdown if the guest is attempting to end the relationship with the
bank at any time of this process all attempts should be made to convince the guest to stay
with BRAC Bank and steps should be taken to resolve the issue
bull It is essential that the guest is kept updated once every 3 days (by the person who owns
the problem) to ensure that they do not feel that no action is being taken Progress of the
problem should be logged regularly
bull Once breakdown has been taken care of it is the duty of the concerned department to
send the guest a letter thanking himher for being a BRAC Bank guest and depending on
the value of the problem provide guest with value additions as per the bank policy (eg
gift waiver of charges etc)
534 Managing expectations This is required when a guest needs service or terms
beyond what is possible
bull Fully understanding the guestrsquos needs
bull Politely explain to the guest that it is beyond the current guidelines
bull Speaking to a manager and seeing how best they can accommodate the request
bull Get back to the guest and explaining what can be done and say that it is done under
special approval outside the current guidelines
bull Providing the service
Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited
Effective from January 01 2010
Liability amp Wealth Management Retail Banking
Triple Benefits Savings Account
Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000
Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly
Chequebook Issue Fee Free
Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000
Visa Debit Card fee (annual) Free
Savings - Classic
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Current Plus Account
Minimum Opening Deposit Tk 25000
Half Yearly Account Maintenance Fee Tk 25000 and above FreeBelow Tk 25000 Tk 500 Half-yearly
Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free
Current Classic Account
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 500 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Ezee Account (Non-Checking Account)
Minimum Opening Deposit Tk 5000
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 7
A Brief Overview on Service Quality Hand Book of BRAC Bank
IntroductionBRAC Bank is on a journey to establish world-class guest experience in all its operations
This will be achieved by focusing on people infrastructure technology products and
processes This is the most fundamental aspect for the success of their business It will
improve their financial performance through creating happy guests through happy team
members The guidelines in this book should be adopted [where relevant] HR strongly
recommends that employees adopt these guidelines even in their personal lives so that
these behaviors become natural
The two main objectives of this hand book are to help BSSO (Branch Sales and Service
Officer) achieve excellence in Guest Experience and ensure Service Quality
lsquoBRACrsquo Bank Guest Experience Fundamentals
These guidelines will help us to achieve lsquoBRACrsquo Bank guest experience standards-
1) Bold ndash BSSO will be BOLD on behalf of their guests and colleagues They will
be the first to greet first to listen first to make suggestions first to satisfy even the
unexpressed needs and to bid a fond farewell
2) Reliable ndash BSSO will take full ownership in serving their guests to their
complete satisfaction
3) Appealing ndash They will ensure that all guest touch points are appealing and
inviting
4) Consistent ndash It is also necessary to ensure that guest experience quality is
consistent in all aspects across all guest service points all the time
The Five Essential Areas of Excellence in Guest Experience [5Prsquos]
BRAC Bank guest experience standards will apply to the five aspects for excellence in
guest experience listed below
bull People ndash The team who serves our guests
bull Premises ndash the locations from which they serve guests
bull Papers ndash the documents they use to provide amp receive information and communicate
with guests and colleagues
bull Processes ndash the processes that enable the employees to delight their guests
bull Practices ndash the way in which they interact with guests
The Owners of lsquoBRACrsquo Bank Guest Experience Quality
Each team member at BRAC bank has to take OWNERSHIP and FULLY COMPLY
with the guidelines of this document The managers in charge of guest service points and
the various support functions will ensure compliance of lsquoBRACrsquo Bank guest experience
quality by their teams They will be held accountable if any of their team members fail to
comply with these guidelines The management committee is responsible for the
compliance of lsquoBRACrsquo Bank guest experience quality by all team members from the
managers up to themselves in their respective line of command The Managing Director
is responsible for the compliance of lsquoBRACrsquo Bank guest experience quality by the
management committee members
The lsquoBRACrsquo Bank Guest Experience Standards
The BRAC Bank guest experience guidelines are designed to help all team members
contribute towards achieving the following guest experience standards
Every guest should feel that heshe is being treated as a personal guest
Every guest should have a positive image of the bank so that they wholeheartedly
refer BRAC Bank to others
Every guest should receive one stop service
Every guest must receive open and transparent communication
Every guest must be informed about relevant rules guidelines charges and any
changes to these up front
The Process General Compliance
Those responsible for the various team members should take the following steps in the
event they notice any team member violating any demonstrable lsquoBRACrsquo Bank guest
experience guidelines
First time ndash A letter of caution to be issued and coaching to be provided the first time a
team member violates the guidelines
Second time ndash If the same team member violates the same guideline for the second time
the head of HR should be informed who will issue a warning letter
Third time ndash The employee will be terminated if the same guideline is violated for the
third time
Exceptions If a team member cannot follow any of these guidelines due to health or
religious reasons prior written approval should be obtained from the line manager
Detailed guidelines
The guidelines below are listed under the 5Prsquos
1 PEOPLE
The lsquoBRACrsquo Bank guest experience lsquoPeoplersquo deals with proper attitude and behavior of
all team members The aspects include
11 Be purposeful Team members should come to work after having reflected on their
personal purpose and with a resolve to move a step further towards their purpose by
positively approaching their work
12 Punctuality Team members should be punctual In case of unforeseen
circumstances if any team member is likely to be late heshe should inform hisher line
manager host or guest Heshe should also communicate the reason for the delay and the
likely time of arrival before the appointed time Meetings should be called at least 2
working days before hand
13 Behavior Each team member should treat each other as ladies and gentlemen Harsh
and disrespectful words racial slurs loud voice aggressive body language etc should be
avoided at all times
14 Facial expression Team members should always have a smile on the face to display
a friendly helpful and caring attitude when dealing with guests and fellow team
members
15 Body language Body language should be smart and prompt to make guests feel that
team members are dedicated to work
16 Competency Team members should have a fair knowledge of products services
campaigns of BRAC Bank and the competitorsrsquo as well as BRAC bankrsquos policies and
Bangladesh bank policies Each team member should have completed the certification for
their role
17 Information sharing Each team member should proactively share ideas
information and experiences so that we learn from each other to enhance excellence in
guest experience
18 Personal care All employees should take personal care by doing regular exercises
taking balanced and nutritional meals on time sleeping early and taking at least 7 hours
of sleep every day waking early and practicing mind relaxing methods such as
meditation
19 Hair Hair should be neat and should be in good condition Team members should
never comb their hair in front of the guests
110 Eyes Eyes should be clean and clear at all times Red eyes are not acceptable
Glasses should be crystal clear so that eyes are properly visible Contact lenses should be
professional
111 Nose Nasal hair should not be visible No nose picking in public
112 Ears Ears should be cleaned of wax if any for clear hearing and understanding of
the needs of guests and colleagues Earrings are prohibited for male team members
113 Mouth Mouth should be free of bad breath Teeth should be clean and no tooth
picking in public
114 Face Males should have clean shaven faces or well trimmed beards Ladies should
wear professional looking cosmetics and make up
115 Body Team members should use under arm roll-on or spray deodorant adequately
so that there is no body odor Smokers should ensure that smoke smell does not emanate
from mouth or body Tattoos and Hena tattoos should not be visible Inappropriate body
piercing is prohibited
116 Hand Hands and nails should be neat and clean for a proper handshake If nail
polish is used the colour of the nail polish should be professional [colours such as black
dark green blue etc should be avoided]
117 Clothes and accessories Clothing should be clean and well ironed It should be
professional and simple Those who are required to wear uniform should wear them all
the time
bull Ladies Dress code for female team members should be decent Salwar Kameez
saree ankle length skirt trouser with long sleeve shirt Orrnas should be worn decently
Collarless sleeveless t-shirt sleeveless blouse sleeveless Salwar-Kameez deep
neckedlow back tops short skirt jeans and sneakers are strictly prohibited Team
members should wear culturally fit dress of sober colours and should not wear dresses
that make noise Accessories worn should be of minimum in quantity [bangles] and small
in size [necklace and earrings etc] If anklets are worn they should not make any sound
bull Gentleman All team members should wear decent and professional looking
shirts and trousers Those who are required to wear tie and coat should wear matching
colours Ties and the knots should be in good shape Dirty or button less shirts should be
avoided No extra threads should be visible Long sleeve shirts should be worn and shirt
sleeves should be buttoned and should not be folded Collarless T-shirts jeans loud
coloured shirts are strictly prohibited Men should wear blackbrown leather belts that
matches the cloths with smart professional looking buckles
bull Attire for dress down day Back office staff can choose to dress in Smart Casual
attire on dress down days However the guidelines with regard to professionalism and
decency applicable for normal working days should be followed by all team members
118 Shoes and socks Men should wear black or dark brown shoes with dark socks of a
matching colour Shoes should be polished and socks should be clean Ladies should
wear professional well coordinated shoes with low heels Shoes should not have
accessories that make noise Open sandals (without heels) sneakers slippers and gym
shoes are strictly prohibited for all
119 Identity Every team member at front line guest service points must wear hisher
name tag at all times
2 PREMISES
Premises deal with the physical appearance of guest service points as well as areas where
the guests do not access They should be maintained in a professional and comfortable
manner The following are the guidelines which need to be followed to create the desired
work environment
21 Outside appearance of the premises The exterior of each bankrsquos premises should
be well maintained Team members should not smoke in front of the premises
22 Signboard Signature must be clearly visible and the information given in the
signage must be accurate Signage with lights should be lit at night subject to local
authority guidelines
23 Entrance Entrances to premises should be inviting clean and uncluttered
24 Staircase Staircases should be well maintained cleaned and should be uncluttered so
that people can move in and out very smoothly without a problem They have to climb on
the left side
and do not stop and have conversations on the stairways
25 Elevators Elevators should be kept neat and clean Team members have Wait and
keep the entrance clear until those inside exit the elevator before they enter The person
standing near the control panel should press the required numbers of the other passengers
26 Interior Interior must be well maintained and they should be spotlessly clean All
team members should take the responsibility to keep it clean They should pick up any
garbage they see on the floor and put it in the bin
27 Internal signage Internal signage should be maintained regularly so that they are
clean in good working order and the contents should be legible amp accurate They should
be maintained according to the brand guidelines
28 Lighting The right amount of lighting with the correct lighting colours should be
maintained
29 Temperature amp freshness The temperature should be maintained at a comfortable
level Where available air conditioners should be noise free Fans should be clean and in
working order Ventilation should be proper
210 Guest seating Guest seating areas and facilities should be neat clean and
comfortable
211 Newspapers and magazines Always ensure the newspapers magazines and
periodicals provided in guest waiting areas are current
212 TV channels Appropriate TV channels such as news cartoons nature and sports
should be shown in the in-branch televisions wherever applicable Scary indecent
channels are prohibited Sound should be muted or at low level
213 Tissue box Guest care desk should have a box of facial tissues
214 Brochures and posters Brochures should be current and displayed in a manner that
it is inviting for the guests to pick them up Posters should be displayed prominently and
professionally
215 Plants Always ensure that plants inside and outside the premises are neatly placed
in clean vases and they should have fresh leaves
216 Desks and counters Desks and counters should be maintained in a professional and
uncluttered manner Papers should be filed and stored in the appropriate places
217 Computers and accessories Computers and accessories should be maintained
according to IT guidelines
218 Phones Avoid using phones of others for hygiene reasons however this guideline
does not apply in relation to serving our guest Use antiseptics at least once a day to clean
your phones Phones should be easily accessible
219 Wires Electric phone and computer wires should not be exposed
220 Fax and photocopy machines Fax and photocopy machines should be maintained
according to GAIS guidelines Papers should be kept only in the designated places
221 Water dispensers Water dispensers should be kept only in the dining or other
appropriate place away from the visibility of the guests
222 Crockery amp cutlery Crockery amp cutlery should be in good shape and they should
be stored in a clean and a hygienic manner Tea coffee milk sugar etc should be also
stored in a hygienic and neat manner
223 Toilet There should be no bad smell in the toilets There should be dry floors clean
basins clean towels soaps and toilet rolls Toilets should be cleaned regularly and air
freshener should be in place
224 Towels and linen Towels and linen should not be kept in visible locations They
should be stored in a designated location Fresh clean towels should be available
everyday
225 ATMS ATM booths should be well lit clean insect-free and well maintained Air
temperature must be maintained at comfortable level Brochure stands should be clean
and contain current brochures
226 Guest locker room The lockers should be maintained well Mirrors tables and
seating arrangements should be clean Locker rooms should not be cluttered
227 Store room Store rooms should be orderly neat and clean
228 Non-smoking premises All BRAC Bank premises other than designated smoking
areas are smoke-free zones
3 PAPERS
Papers deal with the documents we use to provide amp receive information and
communicate with our guests and colleagues
31 Paper selection Outgoing letters should be printed on BRAC Bank letter heads
according to the template provided for routine letters and as required for ad hoc letters
32 Names and salutation While drafting letters name of the recipient and salutation
should be correct The most appropriate salutation should be used
33 Word selection Right words should be selected during drafting letters so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Letters should not be unnecessarily long Letters should be concise and
elegant
34 Identity of the person generating external letters Where applicable the person
generating external letters should sign on the name designation contact phone number
and email address
35 Spelling and grammar The accuracy of letters [information spelling and grammar]
should be ensured A second person should proof read all letters before printing and
posting of the letters
36 Printing and signing of letters Ensure the papers and inks are of good quality A
good quality pen should be used for signing of documents
37 Manager awareness Where applicable all external letters must be seen by the
service point manager or sectional manager before [or after in case of urgent letters] they
are sent
38 Envelopes Appropriate envelope size should be used and the address should be
placed properly as per brand guidelines
39 Forms Guest should be guided to fill documents such as charge documents [which
has a legal implication if NOT filled by the guest] Ensure they are filled completely
accurately and neatly by double checking the supporting documents Make sure the forms
are checked and signed by the guest Forms filled for internal purposes such as leave or
requisitions should be filled completely accurately and neatly
310 Reports Reports generated for external or internal purposes should be checked for
accuracy and should be professionally prepared and presented
4 PROCESSES
41 All team members should be fully aware of and fully understand the processes
relating to the servicing of our guests
42 All team members should support each other in ensuring the effective and efficient
implementation of processes
43 All team members should provide suggestions to improve process as and when they
feel the need for it
44 All team members should take part in a quality circle and share process improvement
ideas at least once a month
45 All processes should be delivered according to the BRAC Bank standards as
documented in the ldquoGuest Experience Standards Manualrdquo
5 PRACTICES
This deals with the practices required to ensure a heartfelt interaction to provide a
memorable experience to guests every time they interact with the bank It deals with
ensuring a warm welcome fulfilling the expressed and unexpressed needs of the guests
and bidding a fond farewell Team membersrsquo communication may be in Bangla English
or any other language deemed appropriate
51 First Impression is the last impression Focus on creating a positive first
impression by attending to the guests professionally and in a friendly manner
52 Smile and eye contact Team members should have a genuine smile and maintain
eye contact while talking to a guest
53 Hand shake Team members should not extend their hand to guests and colleagues
of the opposite gender Team members should extend their hand to guests and colleagues
of the same gender Irrespective of gender if the guest initiates a hand shake the team
member should respond in a culturally acceptable manner Those team members who
prefer not to shake hands should greet in an appropriate and respectful manner if guests
or colleagues extend their hands However for frontline team members who are seated
behind counters it may not be possible to shake hands In this case they must extend a
heartfelt welcome to their guests
54 Seating Please allow your guests to take a seat first and then seat yourself
55 Full attention When attending to the guest team members should provide undivided
attention
56 Greeting
1048633 Team members The closest team member should greet the guest within 30 seconds of
their entering the premises Use appropriate greeting based on the time of the day Eg
Assalamu Alaikumgood morning madam Welcome to BRAC Bank my name is
ldquonamerdquo I am your rdquodesignationrdquo
57 Ask how the guest wants to be helped The sample scripts for respective team
members are given below
1048633 Service providing officer and managers ldquoMadam I can help yourdquo or ldquoI am at your
service todayrdquo or ldquoWhat can I do for you todayrdquo or ldquoIs there anything specific I can help
you with todayrdquo When practical personally escort them to the relevant counterdesk
introduce the guest and describe the need to the person who will provide the service as
much as possible If not direct them to the waiting area and ask them to take a seat or
join the line
1048633 Thereafter attend to the need swiftly
58 Service time Every guest must receive service within the time stipulated in the
ldquoGuest Experience Standards Manualrdquo
59 Offer refreshments All guests who are served at the desk of an officermanager
should be offered teawater or as appropriate Please ensure that the guest receives the
drinkrefreshment before it is served to the team member
510 Body posture in front of the guest If frontline officers are sitting across the table
in front of the guest maintain upright posture and keep their hands on the table if
officers are standing in front of the guest maintain a straight but relaxed posture
511 Adjust to guestrsquos pace Remember the pace of the guest will always be different to
yours slow down or speed up to the pace of the guests Speak in the same
languagedialect of the guests as much as appropriate
512 Treat guests with respect Team members should have a respectful attitude
towards the guests
513 Understand the guestrsquos needs Use observation active listening and questioning
techniques to understand the specific needs of the guest and fulfill the needs
514 Serve them efficiently Guests should be served swiftly Body language should
reflect a sense of purpose professionalism and promptness
515 Never say lsquonorsquo Always find a way to sayrsquo yesrsquo An officer should talk to manager
and get lsquoapprovalrsquo if officers have to say lsquoNorsquo Always display a positive attitude
516 Conversation content Ensuring that officers talk with guests clearly and in a
concise manner Avoid talking to guests using technical language [Jargon]
517 Promises Take care to ensure that promises made can be fulfilled
518 How to say it There are certain statements and phrases that irritate almost all
guests You may say (and mean) something and it may mean something else to the guest
as given in the table below Suggested positive phrases given below should be used
Tailor-make it as needed
519 Maintain composure At no time can a team member be rude or lose hisher temper
with the guest even if the guest loses hisher temper
520 Handling angry guests If the guest shouts or becomes very angry in front of other
guests take himher to a private area and follow the complaint handling procedure
521 Help to buy Team members should assist and support the guest to make the right
purchase decision (eg By explaining product details promotions benefits limitations
etc) The financial standing of the guest should be considered when offering products
and they should know all
charges upfront (eg when a garments factory worker open an account only for DPS of
500= for 4 years officers have to be careful about offering a savings account where
customer has to pay ( TK 800 + TK 520 ) + 15 vat total 1518= per year That is will be
very difficult for the guest who has a monthly salary of around Tk 2000=)
522 Guests who will buy later If a guest prefers to buy later heshe should be thanked
for coming to BRAC Bank and politely requested to come again Obtain the details of
guest (name address amp contact details)
523 If officers are busy serving another guest If officers are currently serving a guest
and a another guest comes for his assistance acknowledge the new guest excuse from
the current guest greeting the new guest and introducing himher to another team
member who could assist If no other team member is around then inform the guest that
the officer will attend himher within X minutes Saying ldquoGood morning madamsir
MrMs lsquonamersquo here will assist you until I finish serving this guestrdquo or ldquoGood morning
madamsir I will be with you as soon as I finish serving this guest would you please take
a seat till thenrdquo
524 When officer get back to the guest At the point officer revert to the guest
apologize to the guest Saying ldquoSirMadam sorry to have kept you waitingrdquo
525 Referring to someone else An officer should avoid referring to someone else as
much as possible In the event an officer has to refer the guest to somebody else make
sure it is the right person Guest should be escorted to the right person All information
that the guest shared with the previous officer should be conveyed to the other person
526 Unprofessional behavior Do not have meals snacks drinks unrelated discussions
with colleagues and take personal calls in front of guests Do not leave the desk
unnecessarily and for prolonged periods DO NOT chew lsquopaanrsquotobaccogum bite nails
itch belch spit yawn pick nose in front of team members and guests
527 Bid a fond farewell to the guest Team members should see guests off at the door
bid them a fond farewell and invite them to come again as much as practical
528 Visiting Guests
a When visiting a guestrsquos premises team members should wait for the guest to signal
them to take a seat
b Team members must ask guestrsquos permission before placing any personal item such as
mobile phones files glasses and so forth on the guests table
c Using facilities Team members must ask guestrsquos permission before using any facility
(like washroom) at hisher premise
d Posture Team members must maintain professional posture and purposeful demeanor
in front of guests at all times
e Interruptions Team members must turn off mobile phones (or put on silent mode)
while at guest premises If the team member must answer the phone case of emergencies
permission must be sought at the beginning of the conversation
529 Meeting guests outside work
If team members happen to meet guests outside BBL premises in a social gathering
(party shopping mall etc) heshe must present himherself in a
professional yet friendly manner
530 Telephone etiquette
Standards
bull All phone calls from the PABX to guest service points are answered within 3 rings
bull Phone banking guests must be answered within 60 seconds of requesting for agentrsquos
assistance 90 of the queries should be completed within 90 seconds
Open the telephone call
bull Smile as answer and speak on the phone
bull The welcome greeting should be appropriate to the time of call Eg ldquoGood morning
SirMadamrdquo
bull Identify bank name and department Eg ldquoWelcome to BRAC bank I am lsquonamersquo From
lsquoname ofrsquo Branchrdquo
bull Find out the guestrsquos name Eg ldquoMay I know your name pleaserdquo
bull Offer to help Eg ldquoHow can I help yourdquo
bull For calls to mobile phone say ldquoHello this is lsquonamersquo how can I help yourdquo
The body of the telephone call
bull Continue to smile as the officer speaks on the phone
bull Listen attentively until the guest finishes speaking
bull Make sure the guest knows you are on line and listening with appropriate responses as
they speak
bull Pace the guest [match the language tone mood speed of the guest]
bull Speak in natural voice
bull Use a clear voice
bull Speak in an efficient caring and friendly manner
bull Direct the conversation towards a positive and efficient conclusion
bull Do not use jargons [technical terms] during the conversation
bull Do not eat drink chew make noises and yawn during the phone call
bull Always hold the receiver with the hand and place it close to the mouth and ear
accurately
bull If the guest becomes angry upset and shouts maintain composure and listen
empathize pace and try to resolve the problem In case the problem cannot be solved
promise to direct it to a senior team member who can resolve it immediately The senior
team member should call write to and if necessary visit the guest to ensure resolution of
the problem
Putting the guest on hold
bull Guest should be put on hold only when absolutely necessary
bull Explain the reason why it is required to put himher on hold
bull Request for permission and tell himher exactly how long heshe will be kept on hold
bull If the guest says that heshe cannot hold then take the number and offer to call back as
soon as possible
bull After getting back on the phone thank the guest for waiting
Transferring a call
bull Guest calls should be transferred only when absolutely necessary
bull Seeking permission to transfer the call and telling himher exactly the reason for
transferring and to
whom the call is being transferred to
bull Ensure the person receiving the call gets on line
bull Give the details of the call before officer leave the line
When the person the officer is transferring the call to is not available or busy
bull Apologize for it and offer to help
bull Take a message if required
bull Write down the callerrsquos name organizationrsquos name telephone number and a short
message of the reason for the call
bull Pass on the message to the person who officer was trying to transfer the call
immediately by email text message or short note
When receiving a call while a guest is in front of BSSO
bull If the call arrives when attending to a guest team members should seek permission
from the guest before answering the call
bull If itrsquos a call from any colleague irrespective of their seniority tell himher that you are
serving a guest and that you will call back Finish the call within 30 seconds
bull If it is a call from a guest explain that you are attending to another guest promise to
call back in a specific amount of time take the contact details and call back at the
promised time
bull If the call is from overseas seek permission of the guest in front and attend to the call
swiftly
When ending a call
bull Ask if there is anything else can do for the guest
bull Give the guest his name and contact details and invite them to call for any help
bull Thank them for calling and wait till the guest leaves the line before you leave the line
Outgoing calls
bull Outgoing calls should be made at time convenient to the guest
bull Greeting Eg Assalamu Alaikumgood morning SirMadam
bull Identify oneself clearly Eg ldquoMy name is lsquonamersquo I am the Branch manager of BRAC
Bank lsquoname ofrsquo branchrdquo
bull Ask for the guest [if he calls on a landline ldquoCan I speak to lsquonamersquordquo] or [if he is
calling on the guestrsquos mobile phone ldquoAm I speaking to MrMs lsquonamersquordquo]
bull Explain the reason for your call
bull Continue the conversation and finish the call in the same manner as incoming calls
bull Follow the guidelines of holding transferring and etiquettes as described for incoming
calls earlier
531 Email communication
a Template selection Professional and appropriate templates should be used as per brand
guidelines
b Names and salutation While drafting emails to external guests name of the recipient
must be correct Proper salutation [Mr Mrs Ms Dr etc] should be used
c Word selection Right words should be selected during drafting emails so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Emails should be concise
d Spelling and grammar Spelling and grammar must be checked twice for accuracy
before sending the email
e Identity of the person generating emails The person generating external and internal
emails should have the signature with the name designation department contact phone
numbers and email address The email signature should be as per the brand guidelines
f Manager awareness All external emails should be copied to the service point managers
or sectional managers Keep the CC and BCC to a minimum and only as required for
both external and internal emails
g Acknowledgements Acknowledge internal and external emails as required Request
external guests for acknowledgement
532 Handling guest complaints The team member receiving the complaint owns the
problem until it is handed over to the relevant person and is responsible to personally
introduce the guest to himher (face to face or over the phone) Thereafter the person who
the complaint and the guest was handed over to owns the problem All or some of the
more relevant steps should be taken based on the situation
To handle guest complaints Customer Service Officers need to take the following steps
a Calm down the guest The best way to help the guest to calm down is by giving
a window for the guest to vent the anger Take the guest to a private office room if
possible let the guest vent stay calm be polite listen and offer a soft drink or cool water
b Show empathy Genuinely show that the officers are feeling the same as the
guest is feeling ndash eg ldquoI understand how you feel please let me resolve this for yourdquo
Talking with the same intensity of emotion displayed by the guest This will help calm
down the guest
c Apologize Apologize for the service fault and for the inconvenience caused
d Listen and clarify Invite the guest to explain the problem Listen to the guestrsquos
problem completely and make required clarifications to understand the real situation
Write down all the details
e Re-frame Restate what is understood and ask for the guestrsquos confirmation for
accuracy of the understanding
f Speak gently and be calm Be soft spoken even if the guest gets angry and
disturbed Do not use inappropriate words or body language and do not respond to any
question with a direct ldquoNordquo Do not blame others take ownership of the problem Give
the guest an accurate clarification and possible options Do not make any promises that
cannot be kept
g Channel the complaint to the right person Decide if the officer can handle the
complaint If not it has to be channeled it to the right person based
h Respond immediately The person receiving the complaint directly from the
guest or passed on by a colleague should offer the guest alternatives and let himher
choose Offer the solution clearly and explain to the guest the steps which will be taken to
solve the problem The solution should be provided in the shortest possible time
i Present the solution positively Explaining to the guest exactly what they can do
rather than what cannot do eg instead of saying ldquoI canrsquot deliver the certificate todayrdquo
say ldquoI will make arrangement to deliver the certificate tomorrowrdquo Using appropriate
language to inform that they take responsibility on behalf of the bank to solve the
guestrsquos problem Convey urgency by using positive time based statements - eg ldquoright
awayrdquo ldquoimmediatelyrdquo ldquowithin an hourrdquo etc
j Educate Educating the guests thoroughly to prevent future problems
k Thank for the complaint Guests should be thanked for informing the bank
regarding the problems
l Follow up Writing a letter apologizing for the problem thank for bringing it to
the notice of the bank and stating the steps that will be taken to resolve the problem with
a clear time frame [within 24 hours for standard complaints]
m Informing line manager The line manager should be kept informed about the problem
immediately through e-mail or short note The relevant manager value center head or
business unit heads should be informed of complaints based on the criticalityseverity
levels
n Guest queries regarding the complaint Responding to any guest queries
regarding the status of the solution within 24 hours If they need more time keep the
guest informed
o Complaints that require investigations In terms of complaints requiring
investigation informing the guest of the likely time frame within 24 hours Ensuring that
team members do not delay resolving such complaints beyond 3 working days If it is
taking more than 3 working days keeping the guest updated of the new time frame
533 Service recovery process Guest Service Recovery Process is to convert the upset
or irate guest into a delighted guest who has directly complained to Customer Care
Service or had been handed over to them by a colleague according to the lsquoHandling Guest
Complaintsrsquo section above -
bull When a service breakdown occurs the guest needs to be taken care of in a manner that
makes himher feel very special and important
bull Due to the service breakdown if the guest is attempting to end the relationship with the
bank at any time of this process all attempts should be made to convince the guest to stay
with BRAC Bank and steps should be taken to resolve the issue
bull It is essential that the guest is kept updated once every 3 days (by the person who owns
the problem) to ensure that they do not feel that no action is being taken Progress of the
problem should be logged regularly
bull Once breakdown has been taken care of it is the duty of the concerned department to
send the guest a letter thanking himher for being a BRAC Bank guest and depending on
the value of the problem provide guest with value additions as per the bank policy (eg
gift waiver of charges etc)
534 Managing expectations This is required when a guest needs service or terms
beyond what is possible
bull Fully understanding the guestrsquos needs
bull Politely explain to the guest that it is beyond the current guidelines
bull Speaking to a manager and seeing how best they can accommodate the request
bull Get back to the guest and explaining what can be done and say that it is done under
special approval outside the current guidelines
bull Providing the service
Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited
Effective from January 01 2010
Liability amp Wealth Management Retail Banking
Triple Benefits Savings Account
Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000
Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly
Chequebook Issue Fee Free
Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000
Visa Debit Card fee (annual) Free
Savings - Classic
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Current Plus Account
Minimum Opening Deposit Tk 25000
Half Yearly Account Maintenance Fee Tk 25000 and above FreeBelow Tk 25000 Tk 500 Half-yearly
Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free
Current Classic Account
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 500 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Ezee Account (Non-Checking Account)
Minimum Opening Deposit Tk 5000
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 8
bull Premises ndash the locations from which they serve guests
bull Papers ndash the documents they use to provide amp receive information and communicate
with guests and colleagues
bull Processes ndash the processes that enable the employees to delight their guests
bull Practices ndash the way in which they interact with guests
The Owners of lsquoBRACrsquo Bank Guest Experience Quality
Each team member at BRAC bank has to take OWNERSHIP and FULLY COMPLY
with the guidelines of this document The managers in charge of guest service points and
the various support functions will ensure compliance of lsquoBRACrsquo Bank guest experience
quality by their teams They will be held accountable if any of their team members fail to
comply with these guidelines The management committee is responsible for the
compliance of lsquoBRACrsquo Bank guest experience quality by all team members from the
managers up to themselves in their respective line of command The Managing Director
is responsible for the compliance of lsquoBRACrsquo Bank guest experience quality by the
management committee members
The lsquoBRACrsquo Bank Guest Experience Standards
The BRAC Bank guest experience guidelines are designed to help all team members
contribute towards achieving the following guest experience standards
Every guest should feel that heshe is being treated as a personal guest
Every guest should have a positive image of the bank so that they wholeheartedly
refer BRAC Bank to others
Every guest should receive one stop service
Every guest must receive open and transparent communication
Every guest must be informed about relevant rules guidelines charges and any
changes to these up front
The Process General Compliance
Those responsible for the various team members should take the following steps in the
event they notice any team member violating any demonstrable lsquoBRACrsquo Bank guest
experience guidelines
First time ndash A letter of caution to be issued and coaching to be provided the first time a
team member violates the guidelines
Second time ndash If the same team member violates the same guideline for the second time
the head of HR should be informed who will issue a warning letter
Third time ndash The employee will be terminated if the same guideline is violated for the
third time
Exceptions If a team member cannot follow any of these guidelines due to health or
religious reasons prior written approval should be obtained from the line manager
Detailed guidelines
The guidelines below are listed under the 5Prsquos
1 PEOPLE
The lsquoBRACrsquo Bank guest experience lsquoPeoplersquo deals with proper attitude and behavior of
all team members The aspects include
11 Be purposeful Team members should come to work after having reflected on their
personal purpose and with a resolve to move a step further towards their purpose by
positively approaching their work
12 Punctuality Team members should be punctual In case of unforeseen
circumstances if any team member is likely to be late heshe should inform hisher line
manager host or guest Heshe should also communicate the reason for the delay and the
likely time of arrival before the appointed time Meetings should be called at least 2
working days before hand
13 Behavior Each team member should treat each other as ladies and gentlemen Harsh
and disrespectful words racial slurs loud voice aggressive body language etc should be
avoided at all times
14 Facial expression Team members should always have a smile on the face to display
a friendly helpful and caring attitude when dealing with guests and fellow team
members
15 Body language Body language should be smart and prompt to make guests feel that
team members are dedicated to work
16 Competency Team members should have a fair knowledge of products services
campaigns of BRAC Bank and the competitorsrsquo as well as BRAC bankrsquos policies and
Bangladesh bank policies Each team member should have completed the certification for
their role
17 Information sharing Each team member should proactively share ideas
information and experiences so that we learn from each other to enhance excellence in
guest experience
18 Personal care All employees should take personal care by doing regular exercises
taking balanced and nutritional meals on time sleeping early and taking at least 7 hours
of sleep every day waking early and practicing mind relaxing methods such as
meditation
19 Hair Hair should be neat and should be in good condition Team members should
never comb their hair in front of the guests
110 Eyes Eyes should be clean and clear at all times Red eyes are not acceptable
Glasses should be crystal clear so that eyes are properly visible Contact lenses should be
professional
111 Nose Nasal hair should not be visible No nose picking in public
112 Ears Ears should be cleaned of wax if any for clear hearing and understanding of
the needs of guests and colleagues Earrings are prohibited for male team members
113 Mouth Mouth should be free of bad breath Teeth should be clean and no tooth
picking in public
114 Face Males should have clean shaven faces or well trimmed beards Ladies should
wear professional looking cosmetics and make up
115 Body Team members should use under arm roll-on or spray deodorant adequately
so that there is no body odor Smokers should ensure that smoke smell does not emanate
from mouth or body Tattoos and Hena tattoos should not be visible Inappropriate body
piercing is prohibited
116 Hand Hands and nails should be neat and clean for a proper handshake If nail
polish is used the colour of the nail polish should be professional [colours such as black
dark green blue etc should be avoided]
117 Clothes and accessories Clothing should be clean and well ironed It should be
professional and simple Those who are required to wear uniform should wear them all
the time
bull Ladies Dress code for female team members should be decent Salwar Kameez
saree ankle length skirt trouser with long sleeve shirt Orrnas should be worn decently
Collarless sleeveless t-shirt sleeveless blouse sleeveless Salwar-Kameez deep
neckedlow back tops short skirt jeans and sneakers are strictly prohibited Team
members should wear culturally fit dress of sober colours and should not wear dresses
that make noise Accessories worn should be of minimum in quantity [bangles] and small
in size [necklace and earrings etc] If anklets are worn they should not make any sound
bull Gentleman All team members should wear decent and professional looking
shirts and trousers Those who are required to wear tie and coat should wear matching
colours Ties and the knots should be in good shape Dirty or button less shirts should be
avoided No extra threads should be visible Long sleeve shirts should be worn and shirt
sleeves should be buttoned and should not be folded Collarless T-shirts jeans loud
coloured shirts are strictly prohibited Men should wear blackbrown leather belts that
matches the cloths with smart professional looking buckles
bull Attire for dress down day Back office staff can choose to dress in Smart Casual
attire on dress down days However the guidelines with regard to professionalism and
decency applicable for normal working days should be followed by all team members
118 Shoes and socks Men should wear black or dark brown shoes with dark socks of a
matching colour Shoes should be polished and socks should be clean Ladies should
wear professional well coordinated shoes with low heels Shoes should not have
accessories that make noise Open sandals (without heels) sneakers slippers and gym
shoes are strictly prohibited for all
119 Identity Every team member at front line guest service points must wear hisher
name tag at all times
2 PREMISES
Premises deal with the physical appearance of guest service points as well as areas where
the guests do not access They should be maintained in a professional and comfortable
manner The following are the guidelines which need to be followed to create the desired
work environment
21 Outside appearance of the premises The exterior of each bankrsquos premises should
be well maintained Team members should not smoke in front of the premises
22 Signboard Signature must be clearly visible and the information given in the
signage must be accurate Signage with lights should be lit at night subject to local
authority guidelines
23 Entrance Entrances to premises should be inviting clean and uncluttered
24 Staircase Staircases should be well maintained cleaned and should be uncluttered so
that people can move in and out very smoothly without a problem They have to climb on
the left side
and do not stop and have conversations on the stairways
25 Elevators Elevators should be kept neat and clean Team members have Wait and
keep the entrance clear until those inside exit the elevator before they enter The person
standing near the control panel should press the required numbers of the other passengers
26 Interior Interior must be well maintained and they should be spotlessly clean All
team members should take the responsibility to keep it clean They should pick up any
garbage they see on the floor and put it in the bin
27 Internal signage Internal signage should be maintained regularly so that they are
clean in good working order and the contents should be legible amp accurate They should
be maintained according to the brand guidelines
28 Lighting The right amount of lighting with the correct lighting colours should be
maintained
29 Temperature amp freshness The temperature should be maintained at a comfortable
level Where available air conditioners should be noise free Fans should be clean and in
working order Ventilation should be proper
210 Guest seating Guest seating areas and facilities should be neat clean and
comfortable
211 Newspapers and magazines Always ensure the newspapers magazines and
periodicals provided in guest waiting areas are current
212 TV channels Appropriate TV channels such as news cartoons nature and sports
should be shown in the in-branch televisions wherever applicable Scary indecent
channels are prohibited Sound should be muted or at low level
213 Tissue box Guest care desk should have a box of facial tissues
214 Brochures and posters Brochures should be current and displayed in a manner that
it is inviting for the guests to pick them up Posters should be displayed prominently and
professionally
215 Plants Always ensure that plants inside and outside the premises are neatly placed
in clean vases and they should have fresh leaves
216 Desks and counters Desks and counters should be maintained in a professional and
uncluttered manner Papers should be filed and stored in the appropriate places
217 Computers and accessories Computers and accessories should be maintained
according to IT guidelines
218 Phones Avoid using phones of others for hygiene reasons however this guideline
does not apply in relation to serving our guest Use antiseptics at least once a day to clean
your phones Phones should be easily accessible
219 Wires Electric phone and computer wires should not be exposed
220 Fax and photocopy machines Fax and photocopy machines should be maintained
according to GAIS guidelines Papers should be kept only in the designated places
221 Water dispensers Water dispensers should be kept only in the dining or other
appropriate place away from the visibility of the guests
222 Crockery amp cutlery Crockery amp cutlery should be in good shape and they should
be stored in a clean and a hygienic manner Tea coffee milk sugar etc should be also
stored in a hygienic and neat manner
223 Toilet There should be no bad smell in the toilets There should be dry floors clean
basins clean towels soaps and toilet rolls Toilets should be cleaned regularly and air
freshener should be in place
224 Towels and linen Towels and linen should not be kept in visible locations They
should be stored in a designated location Fresh clean towels should be available
everyday
225 ATMS ATM booths should be well lit clean insect-free and well maintained Air
temperature must be maintained at comfortable level Brochure stands should be clean
and contain current brochures
226 Guest locker room The lockers should be maintained well Mirrors tables and
seating arrangements should be clean Locker rooms should not be cluttered
227 Store room Store rooms should be orderly neat and clean
228 Non-smoking premises All BRAC Bank premises other than designated smoking
areas are smoke-free zones
3 PAPERS
Papers deal with the documents we use to provide amp receive information and
communicate with our guests and colleagues
31 Paper selection Outgoing letters should be printed on BRAC Bank letter heads
according to the template provided for routine letters and as required for ad hoc letters
32 Names and salutation While drafting letters name of the recipient and salutation
should be correct The most appropriate salutation should be used
33 Word selection Right words should be selected during drafting letters so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Letters should not be unnecessarily long Letters should be concise and
elegant
34 Identity of the person generating external letters Where applicable the person
generating external letters should sign on the name designation contact phone number
and email address
35 Spelling and grammar The accuracy of letters [information spelling and grammar]
should be ensured A second person should proof read all letters before printing and
posting of the letters
36 Printing and signing of letters Ensure the papers and inks are of good quality A
good quality pen should be used for signing of documents
37 Manager awareness Where applicable all external letters must be seen by the
service point manager or sectional manager before [or after in case of urgent letters] they
are sent
38 Envelopes Appropriate envelope size should be used and the address should be
placed properly as per brand guidelines
39 Forms Guest should be guided to fill documents such as charge documents [which
has a legal implication if NOT filled by the guest] Ensure they are filled completely
accurately and neatly by double checking the supporting documents Make sure the forms
are checked and signed by the guest Forms filled for internal purposes such as leave or
requisitions should be filled completely accurately and neatly
310 Reports Reports generated for external or internal purposes should be checked for
accuracy and should be professionally prepared and presented
4 PROCESSES
41 All team members should be fully aware of and fully understand the processes
relating to the servicing of our guests
42 All team members should support each other in ensuring the effective and efficient
implementation of processes
43 All team members should provide suggestions to improve process as and when they
feel the need for it
44 All team members should take part in a quality circle and share process improvement
ideas at least once a month
45 All processes should be delivered according to the BRAC Bank standards as
documented in the ldquoGuest Experience Standards Manualrdquo
5 PRACTICES
This deals with the practices required to ensure a heartfelt interaction to provide a
memorable experience to guests every time they interact with the bank It deals with
ensuring a warm welcome fulfilling the expressed and unexpressed needs of the guests
and bidding a fond farewell Team membersrsquo communication may be in Bangla English
or any other language deemed appropriate
51 First Impression is the last impression Focus on creating a positive first
impression by attending to the guests professionally and in a friendly manner
52 Smile and eye contact Team members should have a genuine smile and maintain
eye contact while talking to a guest
53 Hand shake Team members should not extend their hand to guests and colleagues
of the opposite gender Team members should extend their hand to guests and colleagues
of the same gender Irrespective of gender if the guest initiates a hand shake the team
member should respond in a culturally acceptable manner Those team members who
prefer not to shake hands should greet in an appropriate and respectful manner if guests
or colleagues extend their hands However for frontline team members who are seated
behind counters it may not be possible to shake hands In this case they must extend a
heartfelt welcome to their guests
54 Seating Please allow your guests to take a seat first and then seat yourself
55 Full attention When attending to the guest team members should provide undivided
attention
56 Greeting
1048633 Team members The closest team member should greet the guest within 30 seconds of
their entering the premises Use appropriate greeting based on the time of the day Eg
Assalamu Alaikumgood morning madam Welcome to BRAC Bank my name is
ldquonamerdquo I am your rdquodesignationrdquo
57 Ask how the guest wants to be helped The sample scripts for respective team
members are given below
1048633 Service providing officer and managers ldquoMadam I can help yourdquo or ldquoI am at your
service todayrdquo or ldquoWhat can I do for you todayrdquo or ldquoIs there anything specific I can help
you with todayrdquo When practical personally escort them to the relevant counterdesk
introduce the guest and describe the need to the person who will provide the service as
much as possible If not direct them to the waiting area and ask them to take a seat or
join the line
1048633 Thereafter attend to the need swiftly
58 Service time Every guest must receive service within the time stipulated in the
ldquoGuest Experience Standards Manualrdquo
59 Offer refreshments All guests who are served at the desk of an officermanager
should be offered teawater or as appropriate Please ensure that the guest receives the
drinkrefreshment before it is served to the team member
510 Body posture in front of the guest If frontline officers are sitting across the table
in front of the guest maintain upright posture and keep their hands on the table if
officers are standing in front of the guest maintain a straight but relaxed posture
511 Adjust to guestrsquos pace Remember the pace of the guest will always be different to
yours slow down or speed up to the pace of the guests Speak in the same
languagedialect of the guests as much as appropriate
512 Treat guests with respect Team members should have a respectful attitude
towards the guests
513 Understand the guestrsquos needs Use observation active listening and questioning
techniques to understand the specific needs of the guest and fulfill the needs
514 Serve them efficiently Guests should be served swiftly Body language should
reflect a sense of purpose professionalism and promptness
515 Never say lsquonorsquo Always find a way to sayrsquo yesrsquo An officer should talk to manager
and get lsquoapprovalrsquo if officers have to say lsquoNorsquo Always display a positive attitude
516 Conversation content Ensuring that officers talk with guests clearly and in a
concise manner Avoid talking to guests using technical language [Jargon]
517 Promises Take care to ensure that promises made can be fulfilled
518 How to say it There are certain statements and phrases that irritate almost all
guests You may say (and mean) something and it may mean something else to the guest
as given in the table below Suggested positive phrases given below should be used
Tailor-make it as needed
519 Maintain composure At no time can a team member be rude or lose hisher temper
with the guest even if the guest loses hisher temper
520 Handling angry guests If the guest shouts or becomes very angry in front of other
guests take himher to a private area and follow the complaint handling procedure
521 Help to buy Team members should assist and support the guest to make the right
purchase decision (eg By explaining product details promotions benefits limitations
etc) The financial standing of the guest should be considered when offering products
and they should know all
charges upfront (eg when a garments factory worker open an account only for DPS of
500= for 4 years officers have to be careful about offering a savings account where
customer has to pay ( TK 800 + TK 520 ) + 15 vat total 1518= per year That is will be
very difficult for the guest who has a monthly salary of around Tk 2000=)
522 Guests who will buy later If a guest prefers to buy later heshe should be thanked
for coming to BRAC Bank and politely requested to come again Obtain the details of
guest (name address amp contact details)
523 If officers are busy serving another guest If officers are currently serving a guest
and a another guest comes for his assistance acknowledge the new guest excuse from
the current guest greeting the new guest and introducing himher to another team
member who could assist If no other team member is around then inform the guest that
the officer will attend himher within X minutes Saying ldquoGood morning madamsir
MrMs lsquonamersquo here will assist you until I finish serving this guestrdquo or ldquoGood morning
madamsir I will be with you as soon as I finish serving this guest would you please take
a seat till thenrdquo
524 When officer get back to the guest At the point officer revert to the guest
apologize to the guest Saying ldquoSirMadam sorry to have kept you waitingrdquo
525 Referring to someone else An officer should avoid referring to someone else as
much as possible In the event an officer has to refer the guest to somebody else make
sure it is the right person Guest should be escorted to the right person All information
that the guest shared with the previous officer should be conveyed to the other person
526 Unprofessional behavior Do not have meals snacks drinks unrelated discussions
with colleagues and take personal calls in front of guests Do not leave the desk
unnecessarily and for prolonged periods DO NOT chew lsquopaanrsquotobaccogum bite nails
itch belch spit yawn pick nose in front of team members and guests
527 Bid a fond farewell to the guest Team members should see guests off at the door
bid them a fond farewell and invite them to come again as much as practical
528 Visiting Guests
a When visiting a guestrsquos premises team members should wait for the guest to signal
them to take a seat
b Team members must ask guestrsquos permission before placing any personal item such as
mobile phones files glasses and so forth on the guests table
c Using facilities Team members must ask guestrsquos permission before using any facility
(like washroom) at hisher premise
d Posture Team members must maintain professional posture and purposeful demeanor
in front of guests at all times
e Interruptions Team members must turn off mobile phones (or put on silent mode)
while at guest premises If the team member must answer the phone case of emergencies
permission must be sought at the beginning of the conversation
529 Meeting guests outside work
If team members happen to meet guests outside BBL premises in a social gathering
(party shopping mall etc) heshe must present himherself in a
professional yet friendly manner
530 Telephone etiquette
Standards
bull All phone calls from the PABX to guest service points are answered within 3 rings
bull Phone banking guests must be answered within 60 seconds of requesting for agentrsquos
assistance 90 of the queries should be completed within 90 seconds
Open the telephone call
bull Smile as answer and speak on the phone
bull The welcome greeting should be appropriate to the time of call Eg ldquoGood morning
SirMadamrdquo
bull Identify bank name and department Eg ldquoWelcome to BRAC bank I am lsquonamersquo From
lsquoname ofrsquo Branchrdquo
bull Find out the guestrsquos name Eg ldquoMay I know your name pleaserdquo
bull Offer to help Eg ldquoHow can I help yourdquo
bull For calls to mobile phone say ldquoHello this is lsquonamersquo how can I help yourdquo
The body of the telephone call
bull Continue to smile as the officer speaks on the phone
bull Listen attentively until the guest finishes speaking
bull Make sure the guest knows you are on line and listening with appropriate responses as
they speak
bull Pace the guest [match the language tone mood speed of the guest]
bull Speak in natural voice
bull Use a clear voice
bull Speak in an efficient caring and friendly manner
bull Direct the conversation towards a positive and efficient conclusion
bull Do not use jargons [technical terms] during the conversation
bull Do not eat drink chew make noises and yawn during the phone call
bull Always hold the receiver with the hand and place it close to the mouth and ear
accurately
bull If the guest becomes angry upset and shouts maintain composure and listen
empathize pace and try to resolve the problem In case the problem cannot be solved
promise to direct it to a senior team member who can resolve it immediately The senior
team member should call write to and if necessary visit the guest to ensure resolution of
the problem
Putting the guest on hold
bull Guest should be put on hold only when absolutely necessary
bull Explain the reason why it is required to put himher on hold
bull Request for permission and tell himher exactly how long heshe will be kept on hold
bull If the guest says that heshe cannot hold then take the number and offer to call back as
soon as possible
bull After getting back on the phone thank the guest for waiting
Transferring a call
bull Guest calls should be transferred only when absolutely necessary
bull Seeking permission to transfer the call and telling himher exactly the reason for
transferring and to
whom the call is being transferred to
bull Ensure the person receiving the call gets on line
bull Give the details of the call before officer leave the line
When the person the officer is transferring the call to is not available or busy
bull Apologize for it and offer to help
bull Take a message if required
bull Write down the callerrsquos name organizationrsquos name telephone number and a short
message of the reason for the call
bull Pass on the message to the person who officer was trying to transfer the call
immediately by email text message or short note
When receiving a call while a guest is in front of BSSO
bull If the call arrives when attending to a guest team members should seek permission
from the guest before answering the call
bull If itrsquos a call from any colleague irrespective of their seniority tell himher that you are
serving a guest and that you will call back Finish the call within 30 seconds
bull If it is a call from a guest explain that you are attending to another guest promise to
call back in a specific amount of time take the contact details and call back at the
promised time
bull If the call is from overseas seek permission of the guest in front and attend to the call
swiftly
When ending a call
bull Ask if there is anything else can do for the guest
bull Give the guest his name and contact details and invite them to call for any help
bull Thank them for calling and wait till the guest leaves the line before you leave the line
Outgoing calls
bull Outgoing calls should be made at time convenient to the guest
bull Greeting Eg Assalamu Alaikumgood morning SirMadam
bull Identify oneself clearly Eg ldquoMy name is lsquonamersquo I am the Branch manager of BRAC
Bank lsquoname ofrsquo branchrdquo
bull Ask for the guest [if he calls on a landline ldquoCan I speak to lsquonamersquordquo] or [if he is
calling on the guestrsquos mobile phone ldquoAm I speaking to MrMs lsquonamersquordquo]
bull Explain the reason for your call
bull Continue the conversation and finish the call in the same manner as incoming calls
bull Follow the guidelines of holding transferring and etiquettes as described for incoming
calls earlier
531 Email communication
a Template selection Professional and appropriate templates should be used as per brand
guidelines
b Names and salutation While drafting emails to external guests name of the recipient
must be correct Proper salutation [Mr Mrs Ms Dr etc] should be used
c Word selection Right words should be selected during drafting emails so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Emails should be concise
d Spelling and grammar Spelling and grammar must be checked twice for accuracy
before sending the email
e Identity of the person generating emails The person generating external and internal
emails should have the signature with the name designation department contact phone
numbers and email address The email signature should be as per the brand guidelines
f Manager awareness All external emails should be copied to the service point managers
or sectional managers Keep the CC and BCC to a minimum and only as required for
both external and internal emails
g Acknowledgements Acknowledge internal and external emails as required Request
external guests for acknowledgement
532 Handling guest complaints The team member receiving the complaint owns the
problem until it is handed over to the relevant person and is responsible to personally
introduce the guest to himher (face to face or over the phone) Thereafter the person who
the complaint and the guest was handed over to owns the problem All or some of the
more relevant steps should be taken based on the situation
To handle guest complaints Customer Service Officers need to take the following steps
a Calm down the guest The best way to help the guest to calm down is by giving
a window for the guest to vent the anger Take the guest to a private office room if
possible let the guest vent stay calm be polite listen and offer a soft drink or cool water
b Show empathy Genuinely show that the officers are feeling the same as the
guest is feeling ndash eg ldquoI understand how you feel please let me resolve this for yourdquo
Talking with the same intensity of emotion displayed by the guest This will help calm
down the guest
c Apologize Apologize for the service fault and for the inconvenience caused
d Listen and clarify Invite the guest to explain the problem Listen to the guestrsquos
problem completely and make required clarifications to understand the real situation
Write down all the details
e Re-frame Restate what is understood and ask for the guestrsquos confirmation for
accuracy of the understanding
f Speak gently and be calm Be soft spoken even if the guest gets angry and
disturbed Do not use inappropriate words or body language and do not respond to any
question with a direct ldquoNordquo Do not blame others take ownership of the problem Give
the guest an accurate clarification and possible options Do not make any promises that
cannot be kept
g Channel the complaint to the right person Decide if the officer can handle the
complaint If not it has to be channeled it to the right person based
h Respond immediately The person receiving the complaint directly from the
guest or passed on by a colleague should offer the guest alternatives and let himher
choose Offer the solution clearly and explain to the guest the steps which will be taken to
solve the problem The solution should be provided in the shortest possible time
i Present the solution positively Explaining to the guest exactly what they can do
rather than what cannot do eg instead of saying ldquoI canrsquot deliver the certificate todayrdquo
say ldquoI will make arrangement to deliver the certificate tomorrowrdquo Using appropriate
language to inform that they take responsibility on behalf of the bank to solve the
guestrsquos problem Convey urgency by using positive time based statements - eg ldquoright
awayrdquo ldquoimmediatelyrdquo ldquowithin an hourrdquo etc
j Educate Educating the guests thoroughly to prevent future problems
k Thank for the complaint Guests should be thanked for informing the bank
regarding the problems
l Follow up Writing a letter apologizing for the problem thank for bringing it to
the notice of the bank and stating the steps that will be taken to resolve the problem with
a clear time frame [within 24 hours for standard complaints]
m Informing line manager The line manager should be kept informed about the problem
immediately through e-mail or short note The relevant manager value center head or
business unit heads should be informed of complaints based on the criticalityseverity
levels
n Guest queries regarding the complaint Responding to any guest queries
regarding the status of the solution within 24 hours If they need more time keep the
guest informed
o Complaints that require investigations In terms of complaints requiring
investigation informing the guest of the likely time frame within 24 hours Ensuring that
team members do not delay resolving such complaints beyond 3 working days If it is
taking more than 3 working days keeping the guest updated of the new time frame
533 Service recovery process Guest Service Recovery Process is to convert the upset
or irate guest into a delighted guest who has directly complained to Customer Care
Service or had been handed over to them by a colleague according to the lsquoHandling Guest
Complaintsrsquo section above -
bull When a service breakdown occurs the guest needs to be taken care of in a manner that
makes himher feel very special and important
bull Due to the service breakdown if the guest is attempting to end the relationship with the
bank at any time of this process all attempts should be made to convince the guest to stay
with BRAC Bank and steps should be taken to resolve the issue
bull It is essential that the guest is kept updated once every 3 days (by the person who owns
the problem) to ensure that they do not feel that no action is being taken Progress of the
problem should be logged regularly
bull Once breakdown has been taken care of it is the duty of the concerned department to
send the guest a letter thanking himher for being a BRAC Bank guest and depending on
the value of the problem provide guest with value additions as per the bank policy (eg
gift waiver of charges etc)
534 Managing expectations This is required when a guest needs service or terms
beyond what is possible
bull Fully understanding the guestrsquos needs
bull Politely explain to the guest that it is beyond the current guidelines
bull Speaking to a manager and seeing how best they can accommodate the request
bull Get back to the guest and explaining what can be done and say that it is done under
special approval outside the current guidelines
bull Providing the service
Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited
Effective from January 01 2010
Liability amp Wealth Management Retail Banking
Triple Benefits Savings Account
Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000
Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly
Chequebook Issue Fee Free
Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000
Visa Debit Card fee (annual) Free
Savings - Classic
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Current Plus Account
Minimum Opening Deposit Tk 25000
Half Yearly Account Maintenance Fee Tk 25000 and above FreeBelow Tk 25000 Tk 500 Half-yearly
Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free
Current Classic Account
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 500 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Ezee Account (Non-Checking Account)
Minimum Opening Deposit Tk 5000
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 9
Those responsible for the various team members should take the following steps in the
event they notice any team member violating any demonstrable lsquoBRACrsquo Bank guest
experience guidelines
First time ndash A letter of caution to be issued and coaching to be provided the first time a
team member violates the guidelines
Second time ndash If the same team member violates the same guideline for the second time
the head of HR should be informed who will issue a warning letter
Third time ndash The employee will be terminated if the same guideline is violated for the
third time
Exceptions If a team member cannot follow any of these guidelines due to health or
religious reasons prior written approval should be obtained from the line manager
Detailed guidelines
The guidelines below are listed under the 5Prsquos
1 PEOPLE
The lsquoBRACrsquo Bank guest experience lsquoPeoplersquo deals with proper attitude and behavior of
all team members The aspects include
11 Be purposeful Team members should come to work after having reflected on their
personal purpose and with a resolve to move a step further towards their purpose by
positively approaching their work
12 Punctuality Team members should be punctual In case of unforeseen
circumstances if any team member is likely to be late heshe should inform hisher line
manager host or guest Heshe should also communicate the reason for the delay and the
likely time of arrival before the appointed time Meetings should be called at least 2
working days before hand
13 Behavior Each team member should treat each other as ladies and gentlemen Harsh
and disrespectful words racial slurs loud voice aggressive body language etc should be
avoided at all times
14 Facial expression Team members should always have a smile on the face to display
a friendly helpful and caring attitude when dealing with guests and fellow team
members
15 Body language Body language should be smart and prompt to make guests feel that
team members are dedicated to work
16 Competency Team members should have a fair knowledge of products services
campaigns of BRAC Bank and the competitorsrsquo as well as BRAC bankrsquos policies and
Bangladesh bank policies Each team member should have completed the certification for
their role
17 Information sharing Each team member should proactively share ideas
information and experiences so that we learn from each other to enhance excellence in
guest experience
18 Personal care All employees should take personal care by doing regular exercises
taking balanced and nutritional meals on time sleeping early and taking at least 7 hours
of sleep every day waking early and practicing mind relaxing methods such as
meditation
19 Hair Hair should be neat and should be in good condition Team members should
never comb their hair in front of the guests
110 Eyes Eyes should be clean and clear at all times Red eyes are not acceptable
Glasses should be crystal clear so that eyes are properly visible Contact lenses should be
professional
111 Nose Nasal hair should not be visible No nose picking in public
112 Ears Ears should be cleaned of wax if any for clear hearing and understanding of
the needs of guests and colleagues Earrings are prohibited for male team members
113 Mouth Mouth should be free of bad breath Teeth should be clean and no tooth
picking in public
114 Face Males should have clean shaven faces or well trimmed beards Ladies should
wear professional looking cosmetics and make up
115 Body Team members should use under arm roll-on or spray deodorant adequately
so that there is no body odor Smokers should ensure that smoke smell does not emanate
from mouth or body Tattoos and Hena tattoos should not be visible Inappropriate body
piercing is prohibited
116 Hand Hands and nails should be neat and clean for a proper handshake If nail
polish is used the colour of the nail polish should be professional [colours such as black
dark green blue etc should be avoided]
117 Clothes and accessories Clothing should be clean and well ironed It should be
professional and simple Those who are required to wear uniform should wear them all
the time
bull Ladies Dress code for female team members should be decent Salwar Kameez
saree ankle length skirt trouser with long sleeve shirt Orrnas should be worn decently
Collarless sleeveless t-shirt sleeveless blouse sleeveless Salwar-Kameez deep
neckedlow back tops short skirt jeans and sneakers are strictly prohibited Team
members should wear culturally fit dress of sober colours and should not wear dresses
that make noise Accessories worn should be of minimum in quantity [bangles] and small
in size [necklace and earrings etc] If anklets are worn they should not make any sound
bull Gentleman All team members should wear decent and professional looking
shirts and trousers Those who are required to wear tie and coat should wear matching
colours Ties and the knots should be in good shape Dirty or button less shirts should be
avoided No extra threads should be visible Long sleeve shirts should be worn and shirt
sleeves should be buttoned and should not be folded Collarless T-shirts jeans loud
coloured shirts are strictly prohibited Men should wear blackbrown leather belts that
matches the cloths with smart professional looking buckles
bull Attire for dress down day Back office staff can choose to dress in Smart Casual
attire on dress down days However the guidelines with regard to professionalism and
decency applicable for normal working days should be followed by all team members
118 Shoes and socks Men should wear black or dark brown shoes with dark socks of a
matching colour Shoes should be polished and socks should be clean Ladies should
wear professional well coordinated shoes with low heels Shoes should not have
accessories that make noise Open sandals (without heels) sneakers slippers and gym
shoes are strictly prohibited for all
119 Identity Every team member at front line guest service points must wear hisher
name tag at all times
2 PREMISES
Premises deal with the physical appearance of guest service points as well as areas where
the guests do not access They should be maintained in a professional and comfortable
manner The following are the guidelines which need to be followed to create the desired
work environment
21 Outside appearance of the premises The exterior of each bankrsquos premises should
be well maintained Team members should not smoke in front of the premises
22 Signboard Signature must be clearly visible and the information given in the
signage must be accurate Signage with lights should be lit at night subject to local
authority guidelines
23 Entrance Entrances to premises should be inviting clean and uncluttered
24 Staircase Staircases should be well maintained cleaned and should be uncluttered so
that people can move in and out very smoothly without a problem They have to climb on
the left side
and do not stop and have conversations on the stairways
25 Elevators Elevators should be kept neat and clean Team members have Wait and
keep the entrance clear until those inside exit the elevator before they enter The person
standing near the control panel should press the required numbers of the other passengers
26 Interior Interior must be well maintained and they should be spotlessly clean All
team members should take the responsibility to keep it clean They should pick up any
garbage they see on the floor and put it in the bin
27 Internal signage Internal signage should be maintained regularly so that they are
clean in good working order and the contents should be legible amp accurate They should
be maintained according to the brand guidelines
28 Lighting The right amount of lighting with the correct lighting colours should be
maintained
29 Temperature amp freshness The temperature should be maintained at a comfortable
level Where available air conditioners should be noise free Fans should be clean and in
working order Ventilation should be proper
210 Guest seating Guest seating areas and facilities should be neat clean and
comfortable
211 Newspapers and magazines Always ensure the newspapers magazines and
periodicals provided in guest waiting areas are current
212 TV channels Appropriate TV channels such as news cartoons nature and sports
should be shown in the in-branch televisions wherever applicable Scary indecent
channels are prohibited Sound should be muted or at low level
213 Tissue box Guest care desk should have a box of facial tissues
214 Brochures and posters Brochures should be current and displayed in a manner that
it is inviting for the guests to pick them up Posters should be displayed prominently and
professionally
215 Plants Always ensure that plants inside and outside the premises are neatly placed
in clean vases and they should have fresh leaves
216 Desks and counters Desks and counters should be maintained in a professional and
uncluttered manner Papers should be filed and stored in the appropriate places
217 Computers and accessories Computers and accessories should be maintained
according to IT guidelines
218 Phones Avoid using phones of others for hygiene reasons however this guideline
does not apply in relation to serving our guest Use antiseptics at least once a day to clean
your phones Phones should be easily accessible
219 Wires Electric phone and computer wires should not be exposed
220 Fax and photocopy machines Fax and photocopy machines should be maintained
according to GAIS guidelines Papers should be kept only in the designated places
221 Water dispensers Water dispensers should be kept only in the dining or other
appropriate place away from the visibility of the guests
222 Crockery amp cutlery Crockery amp cutlery should be in good shape and they should
be stored in a clean and a hygienic manner Tea coffee milk sugar etc should be also
stored in a hygienic and neat manner
223 Toilet There should be no bad smell in the toilets There should be dry floors clean
basins clean towels soaps and toilet rolls Toilets should be cleaned regularly and air
freshener should be in place
224 Towels and linen Towels and linen should not be kept in visible locations They
should be stored in a designated location Fresh clean towels should be available
everyday
225 ATMS ATM booths should be well lit clean insect-free and well maintained Air
temperature must be maintained at comfortable level Brochure stands should be clean
and contain current brochures
226 Guest locker room The lockers should be maintained well Mirrors tables and
seating arrangements should be clean Locker rooms should not be cluttered
227 Store room Store rooms should be orderly neat and clean
228 Non-smoking premises All BRAC Bank premises other than designated smoking
areas are smoke-free zones
3 PAPERS
Papers deal with the documents we use to provide amp receive information and
communicate with our guests and colleagues
31 Paper selection Outgoing letters should be printed on BRAC Bank letter heads
according to the template provided for routine letters and as required for ad hoc letters
32 Names and salutation While drafting letters name of the recipient and salutation
should be correct The most appropriate salutation should be used
33 Word selection Right words should be selected during drafting letters so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Letters should not be unnecessarily long Letters should be concise and
elegant
34 Identity of the person generating external letters Where applicable the person
generating external letters should sign on the name designation contact phone number
and email address
35 Spelling and grammar The accuracy of letters [information spelling and grammar]
should be ensured A second person should proof read all letters before printing and
posting of the letters
36 Printing and signing of letters Ensure the papers and inks are of good quality A
good quality pen should be used for signing of documents
37 Manager awareness Where applicable all external letters must be seen by the
service point manager or sectional manager before [or after in case of urgent letters] they
are sent
38 Envelopes Appropriate envelope size should be used and the address should be
placed properly as per brand guidelines
39 Forms Guest should be guided to fill documents such as charge documents [which
has a legal implication if NOT filled by the guest] Ensure they are filled completely
accurately and neatly by double checking the supporting documents Make sure the forms
are checked and signed by the guest Forms filled for internal purposes such as leave or
requisitions should be filled completely accurately and neatly
310 Reports Reports generated for external or internal purposes should be checked for
accuracy and should be professionally prepared and presented
4 PROCESSES
41 All team members should be fully aware of and fully understand the processes
relating to the servicing of our guests
42 All team members should support each other in ensuring the effective and efficient
implementation of processes
43 All team members should provide suggestions to improve process as and when they
feel the need for it
44 All team members should take part in a quality circle and share process improvement
ideas at least once a month
45 All processes should be delivered according to the BRAC Bank standards as
documented in the ldquoGuest Experience Standards Manualrdquo
5 PRACTICES
This deals with the practices required to ensure a heartfelt interaction to provide a
memorable experience to guests every time they interact with the bank It deals with
ensuring a warm welcome fulfilling the expressed and unexpressed needs of the guests
and bidding a fond farewell Team membersrsquo communication may be in Bangla English
or any other language deemed appropriate
51 First Impression is the last impression Focus on creating a positive first
impression by attending to the guests professionally and in a friendly manner
52 Smile and eye contact Team members should have a genuine smile and maintain
eye contact while talking to a guest
53 Hand shake Team members should not extend their hand to guests and colleagues
of the opposite gender Team members should extend their hand to guests and colleagues
of the same gender Irrespective of gender if the guest initiates a hand shake the team
member should respond in a culturally acceptable manner Those team members who
prefer not to shake hands should greet in an appropriate and respectful manner if guests
or colleagues extend their hands However for frontline team members who are seated
behind counters it may not be possible to shake hands In this case they must extend a
heartfelt welcome to their guests
54 Seating Please allow your guests to take a seat first and then seat yourself
55 Full attention When attending to the guest team members should provide undivided
attention
56 Greeting
1048633 Team members The closest team member should greet the guest within 30 seconds of
their entering the premises Use appropriate greeting based on the time of the day Eg
Assalamu Alaikumgood morning madam Welcome to BRAC Bank my name is
ldquonamerdquo I am your rdquodesignationrdquo
57 Ask how the guest wants to be helped The sample scripts for respective team
members are given below
1048633 Service providing officer and managers ldquoMadam I can help yourdquo or ldquoI am at your
service todayrdquo or ldquoWhat can I do for you todayrdquo or ldquoIs there anything specific I can help
you with todayrdquo When practical personally escort them to the relevant counterdesk
introduce the guest and describe the need to the person who will provide the service as
much as possible If not direct them to the waiting area and ask them to take a seat or
join the line
1048633 Thereafter attend to the need swiftly
58 Service time Every guest must receive service within the time stipulated in the
ldquoGuest Experience Standards Manualrdquo
59 Offer refreshments All guests who are served at the desk of an officermanager
should be offered teawater or as appropriate Please ensure that the guest receives the
drinkrefreshment before it is served to the team member
510 Body posture in front of the guest If frontline officers are sitting across the table
in front of the guest maintain upright posture and keep their hands on the table if
officers are standing in front of the guest maintain a straight but relaxed posture
511 Adjust to guestrsquos pace Remember the pace of the guest will always be different to
yours slow down or speed up to the pace of the guests Speak in the same
languagedialect of the guests as much as appropriate
512 Treat guests with respect Team members should have a respectful attitude
towards the guests
513 Understand the guestrsquos needs Use observation active listening and questioning
techniques to understand the specific needs of the guest and fulfill the needs
514 Serve them efficiently Guests should be served swiftly Body language should
reflect a sense of purpose professionalism and promptness
515 Never say lsquonorsquo Always find a way to sayrsquo yesrsquo An officer should talk to manager
and get lsquoapprovalrsquo if officers have to say lsquoNorsquo Always display a positive attitude
516 Conversation content Ensuring that officers talk with guests clearly and in a
concise manner Avoid talking to guests using technical language [Jargon]
517 Promises Take care to ensure that promises made can be fulfilled
518 How to say it There are certain statements and phrases that irritate almost all
guests You may say (and mean) something and it may mean something else to the guest
as given in the table below Suggested positive phrases given below should be used
Tailor-make it as needed
519 Maintain composure At no time can a team member be rude or lose hisher temper
with the guest even if the guest loses hisher temper
520 Handling angry guests If the guest shouts or becomes very angry in front of other
guests take himher to a private area and follow the complaint handling procedure
521 Help to buy Team members should assist and support the guest to make the right
purchase decision (eg By explaining product details promotions benefits limitations
etc) The financial standing of the guest should be considered when offering products
and they should know all
charges upfront (eg when a garments factory worker open an account only for DPS of
500= for 4 years officers have to be careful about offering a savings account where
customer has to pay ( TK 800 + TK 520 ) + 15 vat total 1518= per year That is will be
very difficult for the guest who has a monthly salary of around Tk 2000=)
522 Guests who will buy later If a guest prefers to buy later heshe should be thanked
for coming to BRAC Bank and politely requested to come again Obtain the details of
guest (name address amp contact details)
523 If officers are busy serving another guest If officers are currently serving a guest
and a another guest comes for his assistance acknowledge the new guest excuse from
the current guest greeting the new guest and introducing himher to another team
member who could assist If no other team member is around then inform the guest that
the officer will attend himher within X minutes Saying ldquoGood morning madamsir
MrMs lsquonamersquo here will assist you until I finish serving this guestrdquo or ldquoGood morning
madamsir I will be with you as soon as I finish serving this guest would you please take
a seat till thenrdquo
524 When officer get back to the guest At the point officer revert to the guest
apologize to the guest Saying ldquoSirMadam sorry to have kept you waitingrdquo
525 Referring to someone else An officer should avoid referring to someone else as
much as possible In the event an officer has to refer the guest to somebody else make
sure it is the right person Guest should be escorted to the right person All information
that the guest shared with the previous officer should be conveyed to the other person
526 Unprofessional behavior Do not have meals snacks drinks unrelated discussions
with colleagues and take personal calls in front of guests Do not leave the desk
unnecessarily and for prolonged periods DO NOT chew lsquopaanrsquotobaccogum bite nails
itch belch spit yawn pick nose in front of team members and guests
527 Bid a fond farewell to the guest Team members should see guests off at the door
bid them a fond farewell and invite them to come again as much as practical
528 Visiting Guests
a When visiting a guestrsquos premises team members should wait for the guest to signal
them to take a seat
b Team members must ask guestrsquos permission before placing any personal item such as
mobile phones files glasses and so forth on the guests table
c Using facilities Team members must ask guestrsquos permission before using any facility
(like washroom) at hisher premise
d Posture Team members must maintain professional posture and purposeful demeanor
in front of guests at all times
e Interruptions Team members must turn off mobile phones (or put on silent mode)
while at guest premises If the team member must answer the phone case of emergencies
permission must be sought at the beginning of the conversation
529 Meeting guests outside work
If team members happen to meet guests outside BBL premises in a social gathering
(party shopping mall etc) heshe must present himherself in a
professional yet friendly manner
530 Telephone etiquette
Standards
bull All phone calls from the PABX to guest service points are answered within 3 rings
bull Phone banking guests must be answered within 60 seconds of requesting for agentrsquos
assistance 90 of the queries should be completed within 90 seconds
Open the telephone call
bull Smile as answer and speak on the phone
bull The welcome greeting should be appropriate to the time of call Eg ldquoGood morning
SirMadamrdquo
bull Identify bank name and department Eg ldquoWelcome to BRAC bank I am lsquonamersquo From
lsquoname ofrsquo Branchrdquo
bull Find out the guestrsquos name Eg ldquoMay I know your name pleaserdquo
bull Offer to help Eg ldquoHow can I help yourdquo
bull For calls to mobile phone say ldquoHello this is lsquonamersquo how can I help yourdquo
The body of the telephone call
bull Continue to smile as the officer speaks on the phone
bull Listen attentively until the guest finishes speaking
bull Make sure the guest knows you are on line and listening with appropriate responses as
they speak
bull Pace the guest [match the language tone mood speed of the guest]
bull Speak in natural voice
bull Use a clear voice
bull Speak in an efficient caring and friendly manner
bull Direct the conversation towards a positive and efficient conclusion
bull Do not use jargons [technical terms] during the conversation
bull Do not eat drink chew make noises and yawn during the phone call
bull Always hold the receiver with the hand and place it close to the mouth and ear
accurately
bull If the guest becomes angry upset and shouts maintain composure and listen
empathize pace and try to resolve the problem In case the problem cannot be solved
promise to direct it to a senior team member who can resolve it immediately The senior
team member should call write to and if necessary visit the guest to ensure resolution of
the problem
Putting the guest on hold
bull Guest should be put on hold only when absolutely necessary
bull Explain the reason why it is required to put himher on hold
bull Request for permission and tell himher exactly how long heshe will be kept on hold
bull If the guest says that heshe cannot hold then take the number and offer to call back as
soon as possible
bull After getting back on the phone thank the guest for waiting
Transferring a call
bull Guest calls should be transferred only when absolutely necessary
bull Seeking permission to transfer the call and telling himher exactly the reason for
transferring and to
whom the call is being transferred to
bull Ensure the person receiving the call gets on line
bull Give the details of the call before officer leave the line
When the person the officer is transferring the call to is not available or busy
bull Apologize for it and offer to help
bull Take a message if required
bull Write down the callerrsquos name organizationrsquos name telephone number and a short
message of the reason for the call
bull Pass on the message to the person who officer was trying to transfer the call
immediately by email text message or short note
When receiving a call while a guest is in front of BSSO
bull If the call arrives when attending to a guest team members should seek permission
from the guest before answering the call
bull If itrsquos a call from any colleague irrespective of their seniority tell himher that you are
serving a guest and that you will call back Finish the call within 30 seconds
bull If it is a call from a guest explain that you are attending to another guest promise to
call back in a specific amount of time take the contact details and call back at the
promised time
bull If the call is from overseas seek permission of the guest in front and attend to the call
swiftly
When ending a call
bull Ask if there is anything else can do for the guest
bull Give the guest his name and contact details and invite them to call for any help
bull Thank them for calling and wait till the guest leaves the line before you leave the line
Outgoing calls
bull Outgoing calls should be made at time convenient to the guest
bull Greeting Eg Assalamu Alaikumgood morning SirMadam
bull Identify oneself clearly Eg ldquoMy name is lsquonamersquo I am the Branch manager of BRAC
Bank lsquoname ofrsquo branchrdquo
bull Ask for the guest [if he calls on a landline ldquoCan I speak to lsquonamersquordquo] or [if he is
calling on the guestrsquos mobile phone ldquoAm I speaking to MrMs lsquonamersquordquo]
bull Explain the reason for your call
bull Continue the conversation and finish the call in the same manner as incoming calls
bull Follow the guidelines of holding transferring and etiquettes as described for incoming
calls earlier
531 Email communication
a Template selection Professional and appropriate templates should be used as per brand
guidelines
b Names and salutation While drafting emails to external guests name of the recipient
must be correct Proper salutation [Mr Mrs Ms Dr etc] should be used
c Word selection Right words should be selected during drafting emails so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Emails should be concise
d Spelling and grammar Spelling and grammar must be checked twice for accuracy
before sending the email
e Identity of the person generating emails The person generating external and internal
emails should have the signature with the name designation department contact phone
numbers and email address The email signature should be as per the brand guidelines
f Manager awareness All external emails should be copied to the service point managers
or sectional managers Keep the CC and BCC to a minimum and only as required for
both external and internal emails
g Acknowledgements Acknowledge internal and external emails as required Request
external guests for acknowledgement
532 Handling guest complaints The team member receiving the complaint owns the
problem until it is handed over to the relevant person and is responsible to personally
introduce the guest to himher (face to face or over the phone) Thereafter the person who
the complaint and the guest was handed over to owns the problem All or some of the
more relevant steps should be taken based on the situation
To handle guest complaints Customer Service Officers need to take the following steps
a Calm down the guest The best way to help the guest to calm down is by giving
a window for the guest to vent the anger Take the guest to a private office room if
possible let the guest vent stay calm be polite listen and offer a soft drink or cool water
b Show empathy Genuinely show that the officers are feeling the same as the
guest is feeling ndash eg ldquoI understand how you feel please let me resolve this for yourdquo
Talking with the same intensity of emotion displayed by the guest This will help calm
down the guest
c Apologize Apologize for the service fault and for the inconvenience caused
d Listen and clarify Invite the guest to explain the problem Listen to the guestrsquos
problem completely and make required clarifications to understand the real situation
Write down all the details
e Re-frame Restate what is understood and ask for the guestrsquos confirmation for
accuracy of the understanding
f Speak gently and be calm Be soft spoken even if the guest gets angry and
disturbed Do not use inappropriate words or body language and do not respond to any
question with a direct ldquoNordquo Do not blame others take ownership of the problem Give
the guest an accurate clarification and possible options Do not make any promises that
cannot be kept
g Channel the complaint to the right person Decide if the officer can handle the
complaint If not it has to be channeled it to the right person based
h Respond immediately The person receiving the complaint directly from the
guest or passed on by a colleague should offer the guest alternatives and let himher
choose Offer the solution clearly and explain to the guest the steps which will be taken to
solve the problem The solution should be provided in the shortest possible time
i Present the solution positively Explaining to the guest exactly what they can do
rather than what cannot do eg instead of saying ldquoI canrsquot deliver the certificate todayrdquo
say ldquoI will make arrangement to deliver the certificate tomorrowrdquo Using appropriate
language to inform that they take responsibility on behalf of the bank to solve the
guestrsquos problem Convey urgency by using positive time based statements - eg ldquoright
awayrdquo ldquoimmediatelyrdquo ldquowithin an hourrdquo etc
j Educate Educating the guests thoroughly to prevent future problems
k Thank for the complaint Guests should be thanked for informing the bank
regarding the problems
l Follow up Writing a letter apologizing for the problem thank for bringing it to
the notice of the bank and stating the steps that will be taken to resolve the problem with
a clear time frame [within 24 hours for standard complaints]
m Informing line manager The line manager should be kept informed about the problem
immediately through e-mail or short note The relevant manager value center head or
business unit heads should be informed of complaints based on the criticalityseverity
levels
n Guest queries regarding the complaint Responding to any guest queries
regarding the status of the solution within 24 hours If they need more time keep the
guest informed
o Complaints that require investigations In terms of complaints requiring
investigation informing the guest of the likely time frame within 24 hours Ensuring that
team members do not delay resolving such complaints beyond 3 working days If it is
taking more than 3 working days keeping the guest updated of the new time frame
533 Service recovery process Guest Service Recovery Process is to convert the upset
or irate guest into a delighted guest who has directly complained to Customer Care
Service or had been handed over to them by a colleague according to the lsquoHandling Guest
Complaintsrsquo section above -
bull When a service breakdown occurs the guest needs to be taken care of in a manner that
makes himher feel very special and important
bull Due to the service breakdown if the guest is attempting to end the relationship with the
bank at any time of this process all attempts should be made to convince the guest to stay
with BRAC Bank and steps should be taken to resolve the issue
bull It is essential that the guest is kept updated once every 3 days (by the person who owns
the problem) to ensure that they do not feel that no action is being taken Progress of the
problem should be logged regularly
bull Once breakdown has been taken care of it is the duty of the concerned department to
send the guest a letter thanking himher for being a BRAC Bank guest and depending on
the value of the problem provide guest with value additions as per the bank policy (eg
gift waiver of charges etc)
534 Managing expectations This is required when a guest needs service or terms
beyond what is possible
bull Fully understanding the guestrsquos needs
bull Politely explain to the guest that it is beyond the current guidelines
bull Speaking to a manager and seeing how best they can accommodate the request
bull Get back to the guest and explaining what can be done and say that it is done under
special approval outside the current guidelines
bull Providing the service
Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited
Effective from January 01 2010
Liability amp Wealth Management Retail Banking
Triple Benefits Savings Account
Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000
Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly
Chequebook Issue Fee Free
Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000
Visa Debit Card fee (annual) Free
Savings - Classic
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Current Plus Account
Minimum Opening Deposit Tk 25000
Half Yearly Account Maintenance Fee Tk 25000 and above FreeBelow Tk 25000 Tk 500 Half-yearly
Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free
Current Classic Account
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 500 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Ezee Account (Non-Checking Account)
Minimum Opening Deposit Tk 5000
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 10
13 Behavior Each team member should treat each other as ladies and gentlemen Harsh
and disrespectful words racial slurs loud voice aggressive body language etc should be
avoided at all times
14 Facial expression Team members should always have a smile on the face to display
a friendly helpful and caring attitude when dealing with guests and fellow team
members
15 Body language Body language should be smart and prompt to make guests feel that
team members are dedicated to work
16 Competency Team members should have a fair knowledge of products services
campaigns of BRAC Bank and the competitorsrsquo as well as BRAC bankrsquos policies and
Bangladesh bank policies Each team member should have completed the certification for
their role
17 Information sharing Each team member should proactively share ideas
information and experiences so that we learn from each other to enhance excellence in
guest experience
18 Personal care All employees should take personal care by doing regular exercises
taking balanced and nutritional meals on time sleeping early and taking at least 7 hours
of sleep every day waking early and practicing mind relaxing methods such as
meditation
19 Hair Hair should be neat and should be in good condition Team members should
never comb their hair in front of the guests
110 Eyes Eyes should be clean and clear at all times Red eyes are not acceptable
Glasses should be crystal clear so that eyes are properly visible Contact lenses should be
professional
111 Nose Nasal hair should not be visible No nose picking in public
112 Ears Ears should be cleaned of wax if any for clear hearing and understanding of
the needs of guests and colleagues Earrings are prohibited for male team members
113 Mouth Mouth should be free of bad breath Teeth should be clean and no tooth
picking in public
114 Face Males should have clean shaven faces or well trimmed beards Ladies should
wear professional looking cosmetics and make up
115 Body Team members should use under arm roll-on or spray deodorant adequately
so that there is no body odor Smokers should ensure that smoke smell does not emanate
from mouth or body Tattoos and Hena tattoos should not be visible Inappropriate body
piercing is prohibited
116 Hand Hands and nails should be neat and clean for a proper handshake If nail
polish is used the colour of the nail polish should be professional [colours such as black
dark green blue etc should be avoided]
117 Clothes and accessories Clothing should be clean and well ironed It should be
professional and simple Those who are required to wear uniform should wear them all
the time
bull Ladies Dress code for female team members should be decent Salwar Kameez
saree ankle length skirt trouser with long sleeve shirt Orrnas should be worn decently
Collarless sleeveless t-shirt sleeveless blouse sleeveless Salwar-Kameez deep
neckedlow back tops short skirt jeans and sneakers are strictly prohibited Team
members should wear culturally fit dress of sober colours and should not wear dresses
that make noise Accessories worn should be of minimum in quantity [bangles] and small
in size [necklace and earrings etc] If anklets are worn they should not make any sound
bull Gentleman All team members should wear decent and professional looking
shirts and trousers Those who are required to wear tie and coat should wear matching
colours Ties and the knots should be in good shape Dirty or button less shirts should be
avoided No extra threads should be visible Long sleeve shirts should be worn and shirt
sleeves should be buttoned and should not be folded Collarless T-shirts jeans loud
coloured shirts are strictly prohibited Men should wear blackbrown leather belts that
matches the cloths with smart professional looking buckles
bull Attire for dress down day Back office staff can choose to dress in Smart Casual
attire on dress down days However the guidelines with regard to professionalism and
decency applicable for normal working days should be followed by all team members
118 Shoes and socks Men should wear black or dark brown shoes with dark socks of a
matching colour Shoes should be polished and socks should be clean Ladies should
wear professional well coordinated shoes with low heels Shoes should not have
accessories that make noise Open sandals (without heels) sneakers slippers and gym
shoes are strictly prohibited for all
119 Identity Every team member at front line guest service points must wear hisher
name tag at all times
2 PREMISES
Premises deal with the physical appearance of guest service points as well as areas where
the guests do not access They should be maintained in a professional and comfortable
manner The following are the guidelines which need to be followed to create the desired
work environment
21 Outside appearance of the premises The exterior of each bankrsquos premises should
be well maintained Team members should not smoke in front of the premises
22 Signboard Signature must be clearly visible and the information given in the
signage must be accurate Signage with lights should be lit at night subject to local
authority guidelines
23 Entrance Entrances to premises should be inviting clean and uncluttered
24 Staircase Staircases should be well maintained cleaned and should be uncluttered so
that people can move in and out very smoothly without a problem They have to climb on
the left side
and do not stop and have conversations on the stairways
25 Elevators Elevators should be kept neat and clean Team members have Wait and
keep the entrance clear until those inside exit the elevator before they enter The person
standing near the control panel should press the required numbers of the other passengers
26 Interior Interior must be well maintained and they should be spotlessly clean All
team members should take the responsibility to keep it clean They should pick up any
garbage they see on the floor and put it in the bin
27 Internal signage Internal signage should be maintained regularly so that they are
clean in good working order and the contents should be legible amp accurate They should
be maintained according to the brand guidelines
28 Lighting The right amount of lighting with the correct lighting colours should be
maintained
29 Temperature amp freshness The temperature should be maintained at a comfortable
level Where available air conditioners should be noise free Fans should be clean and in
working order Ventilation should be proper
210 Guest seating Guest seating areas and facilities should be neat clean and
comfortable
211 Newspapers and magazines Always ensure the newspapers magazines and
periodicals provided in guest waiting areas are current
212 TV channels Appropriate TV channels such as news cartoons nature and sports
should be shown in the in-branch televisions wherever applicable Scary indecent
channels are prohibited Sound should be muted or at low level
213 Tissue box Guest care desk should have a box of facial tissues
214 Brochures and posters Brochures should be current and displayed in a manner that
it is inviting for the guests to pick them up Posters should be displayed prominently and
professionally
215 Plants Always ensure that plants inside and outside the premises are neatly placed
in clean vases and they should have fresh leaves
216 Desks and counters Desks and counters should be maintained in a professional and
uncluttered manner Papers should be filed and stored in the appropriate places
217 Computers and accessories Computers and accessories should be maintained
according to IT guidelines
218 Phones Avoid using phones of others for hygiene reasons however this guideline
does not apply in relation to serving our guest Use antiseptics at least once a day to clean
your phones Phones should be easily accessible
219 Wires Electric phone and computer wires should not be exposed
220 Fax and photocopy machines Fax and photocopy machines should be maintained
according to GAIS guidelines Papers should be kept only in the designated places
221 Water dispensers Water dispensers should be kept only in the dining or other
appropriate place away from the visibility of the guests
222 Crockery amp cutlery Crockery amp cutlery should be in good shape and they should
be stored in a clean and a hygienic manner Tea coffee milk sugar etc should be also
stored in a hygienic and neat manner
223 Toilet There should be no bad smell in the toilets There should be dry floors clean
basins clean towels soaps and toilet rolls Toilets should be cleaned regularly and air
freshener should be in place
224 Towels and linen Towels and linen should not be kept in visible locations They
should be stored in a designated location Fresh clean towels should be available
everyday
225 ATMS ATM booths should be well lit clean insect-free and well maintained Air
temperature must be maintained at comfortable level Brochure stands should be clean
and contain current brochures
226 Guest locker room The lockers should be maintained well Mirrors tables and
seating arrangements should be clean Locker rooms should not be cluttered
227 Store room Store rooms should be orderly neat and clean
228 Non-smoking premises All BRAC Bank premises other than designated smoking
areas are smoke-free zones
3 PAPERS
Papers deal with the documents we use to provide amp receive information and
communicate with our guests and colleagues
31 Paper selection Outgoing letters should be printed on BRAC Bank letter heads
according to the template provided for routine letters and as required for ad hoc letters
32 Names and salutation While drafting letters name of the recipient and salutation
should be correct The most appropriate salutation should be used
33 Word selection Right words should be selected during drafting letters so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Letters should not be unnecessarily long Letters should be concise and
elegant
34 Identity of the person generating external letters Where applicable the person
generating external letters should sign on the name designation contact phone number
and email address
35 Spelling and grammar The accuracy of letters [information spelling and grammar]
should be ensured A second person should proof read all letters before printing and
posting of the letters
36 Printing and signing of letters Ensure the papers and inks are of good quality A
good quality pen should be used for signing of documents
37 Manager awareness Where applicable all external letters must be seen by the
service point manager or sectional manager before [or after in case of urgent letters] they
are sent
38 Envelopes Appropriate envelope size should be used and the address should be
placed properly as per brand guidelines
39 Forms Guest should be guided to fill documents such as charge documents [which
has a legal implication if NOT filled by the guest] Ensure they are filled completely
accurately and neatly by double checking the supporting documents Make sure the forms
are checked and signed by the guest Forms filled for internal purposes such as leave or
requisitions should be filled completely accurately and neatly
310 Reports Reports generated for external or internal purposes should be checked for
accuracy and should be professionally prepared and presented
4 PROCESSES
41 All team members should be fully aware of and fully understand the processes
relating to the servicing of our guests
42 All team members should support each other in ensuring the effective and efficient
implementation of processes
43 All team members should provide suggestions to improve process as and when they
feel the need for it
44 All team members should take part in a quality circle and share process improvement
ideas at least once a month
45 All processes should be delivered according to the BRAC Bank standards as
documented in the ldquoGuest Experience Standards Manualrdquo
5 PRACTICES
This deals with the practices required to ensure a heartfelt interaction to provide a
memorable experience to guests every time they interact with the bank It deals with
ensuring a warm welcome fulfilling the expressed and unexpressed needs of the guests
and bidding a fond farewell Team membersrsquo communication may be in Bangla English
or any other language deemed appropriate
51 First Impression is the last impression Focus on creating a positive first
impression by attending to the guests professionally and in a friendly manner
52 Smile and eye contact Team members should have a genuine smile and maintain
eye contact while talking to a guest
53 Hand shake Team members should not extend their hand to guests and colleagues
of the opposite gender Team members should extend their hand to guests and colleagues
of the same gender Irrespective of gender if the guest initiates a hand shake the team
member should respond in a culturally acceptable manner Those team members who
prefer not to shake hands should greet in an appropriate and respectful manner if guests
or colleagues extend their hands However for frontline team members who are seated
behind counters it may not be possible to shake hands In this case they must extend a
heartfelt welcome to their guests
54 Seating Please allow your guests to take a seat first and then seat yourself
55 Full attention When attending to the guest team members should provide undivided
attention
56 Greeting
1048633 Team members The closest team member should greet the guest within 30 seconds of
their entering the premises Use appropriate greeting based on the time of the day Eg
Assalamu Alaikumgood morning madam Welcome to BRAC Bank my name is
ldquonamerdquo I am your rdquodesignationrdquo
57 Ask how the guest wants to be helped The sample scripts for respective team
members are given below
1048633 Service providing officer and managers ldquoMadam I can help yourdquo or ldquoI am at your
service todayrdquo or ldquoWhat can I do for you todayrdquo or ldquoIs there anything specific I can help
you with todayrdquo When practical personally escort them to the relevant counterdesk
introduce the guest and describe the need to the person who will provide the service as
much as possible If not direct them to the waiting area and ask them to take a seat or
join the line
1048633 Thereafter attend to the need swiftly
58 Service time Every guest must receive service within the time stipulated in the
ldquoGuest Experience Standards Manualrdquo
59 Offer refreshments All guests who are served at the desk of an officermanager
should be offered teawater or as appropriate Please ensure that the guest receives the
drinkrefreshment before it is served to the team member
510 Body posture in front of the guest If frontline officers are sitting across the table
in front of the guest maintain upright posture and keep their hands on the table if
officers are standing in front of the guest maintain a straight but relaxed posture
511 Adjust to guestrsquos pace Remember the pace of the guest will always be different to
yours slow down or speed up to the pace of the guests Speak in the same
languagedialect of the guests as much as appropriate
512 Treat guests with respect Team members should have a respectful attitude
towards the guests
513 Understand the guestrsquos needs Use observation active listening and questioning
techniques to understand the specific needs of the guest and fulfill the needs
514 Serve them efficiently Guests should be served swiftly Body language should
reflect a sense of purpose professionalism and promptness
515 Never say lsquonorsquo Always find a way to sayrsquo yesrsquo An officer should talk to manager
and get lsquoapprovalrsquo if officers have to say lsquoNorsquo Always display a positive attitude
516 Conversation content Ensuring that officers talk with guests clearly and in a
concise manner Avoid talking to guests using technical language [Jargon]
517 Promises Take care to ensure that promises made can be fulfilled
518 How to say it There are certain statements and phrases that irritate almost all
guests You may say (and mean) something and it may mean something else to the guest
as given in the table below Suggested positive phrases given below should be used
Tailor-make it as needed
519 Maintain composure At no time can a team member be rude or lose hisher temper
with the guest even if the guest loses hisher temper
520 Handling angry guests If the guest shouts or becomes very angry in front of other
guests take himher to a private area and follow the complaint handling procedure
521 Help to buy Team members should assist and support the guest to make the right
purchase decision (eg By explaining product details promotions benefits limitations
etc) The financial standing of the guest should be considered when offering products
and they should know all
charges upfront (eg when a garments factory worker open an account only for DPS of
500= for 4 years officers have to be careful about offering a savings account where
customer has to pay ( TK 800 + TK 520 ) + 15 vat total 1518= per year That is will be
very difficult for the guest who has a monthly salary of around Tk 2000=)
522 Guests who will buy later If a guest prefers to buy later heshe should be thanked
for coming to BRAC Bank and politely requested to come again Obtain the details of
guest (name address amp contact details)
523 If officers are busy serving another guest If officers are currently serving a guest
and a another guest comes for his assistance acknowledge the new guest excuse from
the current guest greeting the new guest and introducing himher to another team
member who could assist If no other team member is around then inform the guest that
the officer will attend himher within X minutes Saying ldquoGood morning madamsir
MrMs lsquonamersquo here will assist you until I finish serving this guestrdquo or ldquoGood morning
madamsir I will be with you as soon as I finish serving this guest would you please take
a seat till thenrdquo
524 When officer get back to the guest At the point officer revert to the guest
apologize to the guest Saying ldquoSirMadam sorry to have kept you waitingrdquo
525 Referring to someone else An officer should avoid referring to someone else as
much as possible In the event an officer has to refer the guest to somebody else make
sure it is the right person Guest should be escorted to the right person All information
that the guest shared with the previous officer should be conveyed to the other person
526 Unprofessional behavior Do not have meals snacks drinks unrelated discussions
with colleagues and take personal calls in front of guests Do not leave the desk
unnecessarily and for prolonged periods DO NOT chew lsquopaanrsquotobaccogum bite nails
itch belch spit yawn pick nose in front of team members and guests
527 Bid a fond farewell to the guest Team members should see guests off at the door
bid them a fond farewell and invite them to come again as much as practical
528 Visiting Guests
a When visiting a guestrsquos premises team members should wait for the guest to signal
them to take a seat
b Team members must ask guestrsquos permission before placing any personal item such as
mobile phones files glasses and so forth on the guests table
c Using facilities Team members must ask guestrsquos permission before using any facility
(like washroom) at hisher premise
d Posture Team members must maintain professional posture and purposeful demeanor
in front of guests at all times
e Interruptions Team members must turn off mobile phones (or put on silent mode)
while at guest premises If the team member must answer the phone case of emergencies
permission must be sought at the beginning of the conversation
529 Meeting guests outside work
If team members happen to meet guests outside BBL premises in a social gathering
(party shopping mall etc) heshe must present himherself in a
professional yet friendly manner
530 Telephone etiquette
Standards
bull All phone calls from the PABX to guest service points are answered within 3 rings
bull Phone banking guests must be answered within 60 seconds of requesting for agentrsquos
assistance 90 of the queries should be completed within 90 seconds
Open the telephone call
bull Smile as answer and speak on the phone
bull The welcome greeting should be appropriate to the time of call Eg ldquoGood morning
SirMadamrdquo
bull Identify bank name and department Eg ldquoWelcome to BRAC bank I am lsquonamersquo From
lsquoname ofrsquo Branchrdquo
bull Find out the guestrsquos name Eg ldquoMay I know your name pleaserdquo
bull Offer to help Eg ldquoHow can I help yourdquo
bull For calls to mobile phone say ldquoHello this is lsquonamersquo how can I help yourdquo
The body of the telephone call
bull Continue to smile as the officer speaks on the phone
bull Listen attentively until the guest finishes speaking
bull Make sure the guest knows you are on line and listening with appropriate responses as
they speak
bull Pace the guest [match the language tone mood speed of the guest]
bull Speak in natural voice
bull Use a clear voice
bull Speak in an efficient caring and friendly manner
bull Direct the conversation towards a positive and efficient conclusion
bull Do not use jargons [technical terms] during the conversation
bull Do not eat drink chew make noises and yawn during the phone call
bull Always hold the receiver with the hand and place it close to the mouth and ear
accurately
bull If the guest becomes angry upset and shouts maintain composure and listen
empathize pace and try to resolve the problem In case the problem cannot be solved
promise to direct it to a senior team member who can resolve it immediately The senior
team member should call write to and if necessary visit the guest to ensure resolution of
the problem
Putting the guest on hold
bull Guest should be put on hold only when absolutely necessary
bull Explain the reason why it is required to put himher on hold
bull Request for permission and tell himher exactly how long heshe will be kept on hold
bull If the guest says that heshe cannot hold then take the number and offer to call back as
soon as possible
bull After getting back on the phone thank the guest for waiting
Transferring a call
bull Guest calls should be transferred only when absolutely necessary
bull Seeking permission to transfer the call and telling himher exactly the reason for
transferring and to
whom the call is being transferred to
bull Ensure the person receiving the call gets on line
bull Give the details of the call before officer leave the line
When the person the officer is transferring the call to is not available or busy
bull Apologize for it and offer to help
bull Take a message if required
bull Write down the callerrsquos name organizationrsquos name telephone number and a short
message of the reason for the call
bull Pass on the message to the person who officer was trying to transfer the call
immediately by email text message or short note
When receiving a call while a guest is in front of BSSO
bull If the call arrives when attending to a guest team members should seek permission
from the guest before answering the call
bull If itrsquos a call from any colleague irrespective of their seniority tell himher that you are
serving a guest and that you will call back Finish the call within 30 seconds
bull If it is a call from a guest explain that you are attending to another guest promise to
call back in a specific amount of time take the contact details and call back at the
promised time
bull If the call is from overseas seek permission of the guest in front and attend to the call
swiftly
When ending a call
bull Ask if there is anything else can do for the guest
bull Give the guest his name and contact details and invite them to call for any help
bull Thank them for calling and wait till the guest leaves the line before you leave the line
Outgoing calls
bull Outgoing calls should be made at time convenient to the guest
bull Greeting Eg Assalamu Alaikumgood morning SirMadam
bull Identify oneself clearly Eg ldquoMy name is lsquonamersquo I am the Branch manager of BRAC
Bank lsquoname ofrsquo branchrdquo
bull Ask for the guest [if he calls on a landline ldquoCan I speak to lsquonamersquordquo] or [if he is
calling on the guestrsquos mobile phone ldquoAm I speaking to MrMs lsquonamersquordquo]
bull Explain the reason for your call
bull Continue the conversation and finish the call in the same manner as incoming calls
bull Follow the guidelines of holding transferring and etiquettes as described for incoming
calls earlier
531 Email communication
a Template selection Professional and appropriate templates should be used as per brand
guidelines
b Names and salutation While drafting emails to external guests name of the recipient
must be correct Proper salutation [Mr Mrs Ms Dr etc] should be used
c Word selection Right words should be selected during drafting emails so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Emails should be concise
d Spelling and grammar Spelling and grammar must be checked twice for accuracy
before sending the email
e Identity of the person generating emails The person generating external and internal
emails should have the signature with the name designation department contact phone
numbers and email address The email signature should be as per the brand guidelines
f Manager awareness All external emails should be copied to the service point managers
or sectional managers Keep the CC and BCC to a minimum and only as required for
both external and internal emails
g Acknowledgements Acknowledge internal and external emails as required Request
external guests for acknowledgement
532 Handling guest complaints The team member receiving the complaint owns the
problem until it is handed over to the relevant person and is responsible to personally
introduce the guest to himher (face to face or over the phone) Thereafter the person who
the complaint and the guest was handed over to owns the problem All or some of the
more relevant steps should be taken based on the situation
To handle guest complaints Customer Service Officers need to take the following steps
a Calm down the guest The best way to help the guest to calm down is by giving
a window for the guest to vent the anger Take the guest to a private office room if
possible let the guest vent stay calm be polite listen and offer a soft drink or cool water
b Show empathy Genuinely show that the officers are feeling the same as the
guest is feeling ndash eg ldquoI understand how you feel please let me resolve this for yourdquo
Talking with the same intensity of emotion displayed by the guest This will help calm
down the guest
c Apologize Apologize for the service fault and for the inconvenience caused
d Listen and clarify Invite the guest to explain the problem Listen to the guestrsquos
problem completely and make required clarifications to understand the real situation
Write down all the details
e Re-frame Restate what is understood and ask for the guestrsquos confirmation for
accuracy of the understanding
f Speak gently and be calm Be soft spoken even if the guest gets angry and
disturbed Do not use inappropriate words or body language and do not respond to any
question with a direct ldquoNordquo Do not blame others take ownership of the problem Give
the guest an accurate clarification and possible options Do not make any promises that
cannot be kept
g Channel the complaint to the right person Decide if the officer can handle the
complaint If not it has to be channeled it to the right person based
h Respond immediately The person receiving the complaint directly from the
guest or passed on by a colleague should offer the guest alternatives and let himher
choose Offer the solution clearly and explain to the guest the steps which will be taken to
solve the problem The solution should be provided in the shortest possible time
i Present the solution positively Explaining to the guest exactly what they can do
rather than what cannot do eg instead of saying ldquoI canrsquot deliver the certificate todayrdquo
say ldquoI will make arrangement to deliver the certificate tomorrowrdquo Using appropriate
language to inform that they take responsibility on behalf of the bank to solve the
guestrsquos problem Convey urgency by using positive time based statements - eg ldquoright
awayrdquo ldquoimmediatelyrdquo ldquowithin an hourrdquo etc
j Educate Educating the guests thoroughly to prevent future problems
k Thank for the complaint Guests should be thanked for informing the bank
regarding the problems
l Follow up Writing a letter apologizing for the problem thank for bringing it to
the notice of the bank and stating the steps that will be taken to resolve the problem with
a clear time frame [within 24 hours for standard complaints]
m Informing line manager The line manager should be kept informed about the problem
immediately through e-mail or short note The relevant manager value center head or
business unit heads should be informed of complaints based on the criticalityseverity
levels
n Guest queries regarding the complaint Responding to any guest queries
regarding the status of the solution within 24 hours If they need more time keep the
guest informed
o Complaints that require investigations In terms of complaints requiring
investigation informing the guest of the likely time frame within 24 hours Ensuring that
team members do not delay resolving such complaints beyond 3 working days If it is
taking more than 3 working days keeping the guest updated of the new time frame
533 Service recovery process Guest Service Recovery Process is to convert the upset
or irate guest into a delighted guest who has directly complained to Customer Care
Service or had been handed over to them by a colleague according to the lsquoHandling Guest
Complaintsrsquo section above -
bull When a service breakdown occurs the guest needs to be taken care of in a manner that
makes himher feel very special and important
bull Due to the service breakdown if the guest is attempting to end the relationship with the
bank at any time of this process all attempts should be made to convince the guest to stay
with BRAC Bank and steps should be taken to resolve the issue
bull It is essential that the guest is kept updated once every 3 days (by the person who owns
the problem) to ensure that they do not feel that no action is being taken Progress of the
problem should be logged regularly
bull Once breakdown has been taken care of it is the duty of the concerned department to
send the guest a letter thanking himher for being a BRAC Bank guest and depending on
the value of the problem provide guest with value additions as per the bank policy (eg
gift waiver of charges etc)
534 Managing expectations This is required when a guest needs service or terms
beyond what is possible
bull Fully understanding the guestrsquos needs
bull Politely explain to the guest that it is beyond the current guidelines
bull Speaking to a manager and seeing how best they can accommodate the request
bull Get back to the guest and explaining what can be done and say that it is done under
special approval outside the current guidelines
bull Providing the service
Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited
Effective from January 01 2010
Liability amp Wealth Management Retail Banking
Triple Benefits Savings Account
Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000
Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly
Chequebook Issue Fee Free
Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000
Visa Debit Card fee (annual) Free
Savings - Classic
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Current Plus Account
Minimum Opening Deposit Tk 25000
Half Yearly Account Maintenance Fee Tk 25000 and above FreeBelow Tk 25000 Tk 500 Half-yearly
Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free
Current Classic Account
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 500 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Ezee Account (Non-Checking Account)
Minimum Opening Deposit Tk 5000
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 11
111 Nose Nasal hair should not be visible No nose picking in public
112 Ears Ears should be cleaned of wax if any for clear hearing and understanding of
the needs of guests and colleagues Earrings are prohibited for male team members
113 Mouth Mouth should be free of bad breath Teeth should be clean and no tooth
picking in public
114 Face Males should have clean shaven faces or well trimmed beards Ladies should
wear professional looking cosmetics and make up
115 Body Team members should use under arm roll-on or spray deodorant adequately
so that there is no body odor Smokers should ensure that smoke smell does not emanate
from mouth or body Tattoos and Hena tattoos should not be visible Inappropriate body
piercing is prohibited
116 Hand Hands and nails should be neat and clean for a proper handshake If nail
polish is used the colour of the nail polish should be professional [colours such as black
dark green blue etc should be avoided]
117 Clothes and accessories Clothing should be clean and well ironed It should be
professional and simple Those who are required to wear uniform should wear them all
the time
bull Ladies Dress code for female team members should be decent Salwar Kameez
saree ankle length skirt trouser with long sleeve shirt Orrnas should be worn decently
Collarless sleeveless t-shirt sleeveless blouse sleeveless Salwar-Kameez deep
neckedlow back tops short skirt jeans and sneakers are strictly prohibited Team
members should wear culturally fit dress of sober colours and should not wear dresses
that make noise Accessories worn should be of minimum in quantity [bangles] and small
in size [necklace and earrings etc] If anklets are worn they should not make any sound
bull Gentleman All team members should wear decent and professional looking
shirts and trousers Those who are required to wear tie and coat should wear matching
colours Ties and the knots should be in good shape Dirty or button less shirts should be
avoided No extra threads should be visible Long sleeve shirts should be worn and shirt
sleeves should be buttoned and should not be folded Collarless T-shirts jeans loud
coloured shirts are strictly prohibited Men should wear blackbrown leather belts that
matches the cloths with smart professional looking buckles
bull Attire for dress down day Back office staff can choose to dress in Smart Casual
attire on dress down days However the guidelines with regard to professionalism and
decency applicable for normal working days should be followed by all team members
118 Shoes and socks Men should wear black or dark brown shoes with dark socks of a
matching colour Shoes should be polished and socks should be clean Ladies should
wear professional well coordinated shoes with low heels Shoes should not have
accessories that make noise Open sandals (without heels) sneakers slippers and gym
shoes are strictly prohibited for all
119 Identity Every team member at front line guest service points must wear hisher
name tag at all times
2 PREMISES
Premises deal with the physical appearance of guest service points as well as areas where
the guests do not access They should be maintained in a professional and comfortable
manner The following are the guidelines which need to be followed to create the desired
work environment
21 Outside appearance of the premises The exterior of each bankrsquos premises should
be well maintained Team members should not smoke in front of the premises
22 Signboard Signature must be clearly visible and the information given in the
signage must be accurate Signage with lights should be lit at night subject to local
authority guidelines
23 Entrance Entrances to premises should be inviting clean and uncluttered
24 Staircase Staircases should be well maintained cleaned and should be uncluttered so
that people can move in and out very smoothly without a problem They have to climb on
the left side
and do not stop and have conversations on the stairways
25 Elevators Elevators should be kept neat and clean Team members have Wait and
keep the entrance clear until those inside exit the elevator before they enter The person
standing near the control panel should press the required numbers of the other passengers
26 Interior Interior must be well maintained and they should be spotlessly clean All
team members should take the responsibility to keep it clean They should pick up any
garbage they see on the floor and put it in the bin
27 Internal signage Internal signage should be maintained regularly so that they are
clean in good working order and the contents should be legible amp accurate They should
be maintained according to the brand guidelines
28 Lighting The right amount of lighting with the correct lighting colours should be
maintained
29 Temperature amp freshness The temperature should be maintained at a comfortable
level Where available air conditioners should be noise free Fans should be clean and in
working order Ventilation should be proper
210 Guest seating Guest seating areas and facilities should be neat clean and
comfortable
211 Newspapers and magazines Always ensure the newspapers magazines and
periodicals provided in guest waiting areas are current
212 TV channels Appropriate TV channels such as news cartoons nature and sports
should be shown in the in-branch televisions wherever applicable Scary indecent
channels are prohibited Sound should be muted or at low level
213 Tissue box Guest care desk should have a box of facial tissues
214 Brochures and posters Brochures should be current and displayed in a manner that
it is inviting for the guests to pick them up Posters should be displayed prominently and
professionally
215 Plants Always ensure that plants inside and outside the premises are neatly placed
in clean vases and they should have fresh leaves
216 Desks and counters Desks and counters should be maintained in a professional and
uncluttered manner Papers should be filed and stored in the appropriate places
217 Computers and accessories Computers and accessories should be maintained
according to IT guidelines
218 Phones Avoid using phones of others for hygiene reasons however this guideline
does not apply in relation to serving our guest Use antiseptics at least once a day to clean
your phones Phones should be easily accessible
219 Wires Electric phone and computer wires should not be exposed
220 Fax and photocopy machines Fax and photocopy machines should be maintained
according to GAIS guidelines Papers should be kept only in the designated places
221 Water dispensers Water dispensers should be kept only in the dining or other
appropriate place away from the visibility of the guests
222 Crockery amp cutlery Crockery amp cutlery should be in good shape and they should
be stored in a clean and a hygienic manner Tea coffee milk sugar etc should be also
stored in a hygienic and neat manner
223 Toilet There should be no bad smell in the toilets There should be dry floors clean
basins clean towels soaps and toilet rolls Toilets should be cleaned regularly and air
freshener should be in place
224 Towels and linen Towels and linen should not be kept in visible locations They
should be stored in a designated location Fresh clean towels should be available
everyday
225 ATMS ATM booths should be well lit clean insect-free and well maintained Air
temperature must be maintained at comfortable level Brochure stands should be clean
and contain current brochures
226 Guest locker room The lockers should be maintained well Mirrors tables and
seating arrangements should be clean Locker rooms should not be cluttered
227 Store room Store rooms should be orderly neat and clean
228 Non-smoking premises All BRAC Bank premises other than designated smoking
areas are smoke-free zones
3 PAPERS
Papers deal with the documents we use to provide amp receive information and
communicate with our guests and colleagues
31 Paper selection Outgoing letters should be printed on BRAC Bank letter heads
according to the template provided for routine letters and as required for ad hoc letters
32 Names and salutation While drafting letters name of the recipient and salutation
should be correct The most appropriate salutation should be used
33 Word selection Right words should be selected during drafting letters so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Letters should not be unnecessarily long Letters should be concise and
elegant
34 Identity of the person generating external letters Where applicable the person
generating external letters should sign on the name designation contact phone number
and email address
35 Spelling and grammar The accuracy of letters [information spelling and grammar]
should be ensured A second person should proof read all letters before printing and
posting of the letters
36 Printing and signing of letters Ensure the papers and inks are of good quality A
good quality pen should be used for signing of documents
37 Manager awareness Where applicable all external letters must be seen by the
service point manager or sectional manager before [or after in case of urgent letters] they
are sent
38 Envelopes Appropriate envelope size should be used and the address should be
placed properly as per brand guidelines
39 Forms Guest should be guided to fill documents such as charge documents [which
has a legal implication if NOT filled by the guest] Ensure they are filled completely
accurately and neatly by double checking the supporting documents Make sure the forms
are checked and signed by the guest Forms filled for internal purposes such as leave or
requisitions should be filled completely accurately and neatly
310 Reports Reports generated for external or internal purposes should be checked for
accuracy and should be professionally prepared and presented
4 PROCESSES
41 All team members should be fully aware of and fully understand the processes
relating to the servicing of our guests
42 All team members should support each other in ensuring the effective and efficient
implementation of processes
43 All team members should provide suggestions to improve process as and when they
feel the need for it
44 All team members should take part in a quality circle and share process improvement
ideas at least once a month
45 All processes should be delivered according to the BRAC Bank standards as
documented in the ldquoGuest Experience Standards Manualrdquo
5 PRACTICES
This deals with the practices required to ensure a heartfelt interaction to provide a
memorable experience to guests every time they interact with the bank It deals with
ensuring a warm welcome fulfilling the expressed and unexpressed needs of the guests
and bidding a fond farewell Team membersrsquo communication may be in Bangla English
or any other language deemed appropriate
51 First Impression is the last impression Focus on creating a positive first
impression by attending to the guests professionally and in a friendly manner
52 Smile and eye contact Team members should have a genuine smile and maintain
eye contact while talking to a guest
53 Hand shake Team members should not extend their hand to guests and colleagues
of the opposite gender Team members should extend their hand to guests and colleagues
of the same gender Irrespective of gender if the guest initiates a hand shake the team
member should respond in a culturally acceptable manner Those team members who
prefer not to shake hands should greet in an appropriate and respectful manner if guests
or colleagues extend their hands However for frontline team members who are seated
behind counters it may not be possible to shake hands In this case they must extend a
heartfelt welcome to their guests
54 Seating Please allow your guests to take a seat first and then seat yourself
55 Full attention When attending to the guest team members should provide undivided
attention
56 Greeting
1048633 Team members The closest team member should greet the guest within 30 seconds of
their entering the premises Use appropriate greeting based on the time of the day Eg
Assalamu Alaikumgood morning madam Welcome to BRAC Bank my name is
ldquonamerdquo I am your rdquodesignationrdquo
57 Ask how the guest wants to be helped The sample scripts for respective team
members are given below
1048633 Service providing officer and managers ldquoMadam I can help yourdquo or ldquoI am at your
service todayrdquo or ldquoWhat can I do for you todayrdquo or ldquoIs there anything specific I can help
you with todayrdquo When practical personally escort them to the relevant counterdesk
introduce the guest and describe the need to the person who will provide the service as
much as possible If not direct them to the waiting area and ask them to take a seat or
join the line
1048633 Thereafter attend to the need swiftly
58 Service time Every guest must receive service within the time stipulated in the
ldquoGuest Experience Standards Manualrdquo
59 Offer refreshments All guests who are served at the desk of an officermanager
should be offered teawater or as appropriate Please ensure that the guest receives the
drinkrefreshment before it is served to the team member
510 Body posture in front of the guest If frontline officers are sitting across the table
in front of the guest maintain upright posture and keep their hands on the table if
officers are standing in front of the guest maintain a straight but relaxed posture
511 Adjust to guestrsquos pace Remember the pace of the guest will always be different to
yours slow down or speed up to the pace of the guests Speak in the same
languagedialect of the guests as much as appropriate
512 Treat guests with respect Team members should have a respectful attitude
towards the guests
513 Understand the guestrsquos needs Use observation active listening and questioning
techniques to understand the specific needs of the guest and fulfill the needs
514 Serve them efficiently Guests should be served swiftly Body language should
reflect a sense of purpose professionalism and promptness
515 Never say lsquonorsquo Always find a way to sayrsquo yesrsquo An officer should talk to manager
and get lsquoapprovalrsquo if officers have to say lsquoNorsquo Always display a positive attitude
516 Conversation content Ensuring that officers talk with guests clearly and in a
concise manner Avoid talking to guests using technical language [Jargon]
517 Promises Take care to ensure that promises made can be fulfilled
518 How to say it There are certain statements and phrases that irritate almost all
guests You may say (and mean) something and it may mean something else to the guest
as given in the table below Suggested positive phrases given below should be used
Tailor-make it as needed
519 Maintain composure At no time can a team member be rude or lose hisher temper
with the guest even if the guest loses hisher temper
520 Handling angry guests If the guest shouts or becomes very angry in front of other
guests take himher to a private area and follow the complaint handling procedure
521 Help to buy Team members should assist and support the guest to make the right
purchase decision (eg By explaining product details promotions benefits limitations
etc) The financial standing of the guest should be considered when offering products
and they should know all
charges upfront (eg when a garments factory worker open an account only for DPS of
500= for 4 years officers have to be careful about offering a savings account where
customer has to pay ( TK 800 + TK 520 ) + 15 vat total 1518= per year That is will be
very difficult for the guest who has a monthly salary of around Tk 2000=)
522 Guests who will buy later If a guest prefers to buy later heshe should be thanked
for coming to BRAC Bank and politely requested to come again Obtain the details of
guest (name address amp contact details)
523 If officers are busy serving another guest If officers are currently serving a guest
and a another guest comes for his assistance acknowledge the new guest excuse from
the current guest greeting the new guest and introducing himher to another team
member who could assist If no other team member is around then inform the guest that
the officer will attend himher within X minutes Saying ldquoGood morning madamsir
MrMs lsquonamersquo here will assist you until I finish serving this guestrdquo or ldquoGood morning
madamsir I will be with you as soon as I finish serving this guest would you please take
a seat till thenrdquo
524 When officer get back to the guest At the point officer revert to the guest
apologize to the guest Saying ldquoSirMadam sorry to have kept you waitingrdquo
525 Referring to someone else An officer should avoid referring to someone else as
much as possible In the event an officer has to refer the guest to somebody else make
sure it is the right person Guest should be escorted to the right person All information
that the guest shared with the previous officer should be conveyed to the other person
526 Unprofessional behavior Do not have meals snacks drinks unrelated discussions
with colleagues and take personal calls in front of guests Do not leave the desk
unnecessarily and for prolonged periods DO NOT chew lsquopaanrsquotobaccogum bite nails
itch belch spit yawn pick nose in front of team members and guests
527 Bid a fond farewell to the guest Team members should see guests off at the door
bid them a fond farewell and invite them to come again as much as practical
528 Visiting Guests
a When visiting a guestrsquos premises team members should wait for the guest to signal
them to take a seat
b Team members must ask guestrsquos permission before placing any personal item such as
mobile phones files glasses and so forth on the guests table
c Using facilities Team members must ask guestrsquos permission before using any facility
(like washroom) at hisher premise
d Posture Team members must maintain professional posture and purposeful demeanor
in front of guests at all times
e Interruptions Team members must turn off mobile phones (or put on silent mode)
while at guest premises If the team member must answer the phone case of emergencies
permission must be sought at the beginning of the conversation
529 Meeting guests outside work
If team members happen to meet guests outside BBL premises in a social gathering
(party shopping mall etc) heshe must present himherself in a
professional yet friendly manner
530 Telephone etiquette
Standards
bull All phone calls from the PABX to guest service points are answered within 3 rings
bull Phone banking guests must be answered within 60 seconds of requesting for agentrsquos
assistance 90 of the queries should be completed within 90 seconds
Open the telephone call
bull Smile as answer and speak on the phone
bull The welcome greeting should be appropriate to the time of call Eg ldquoGood morning
SirMadamrdquo
bull Identify bank name and department Eg ldquoWelcome to BRAC bank I am lsquonamersquo From
lsquoname ofrsquo Branchrdquo
bull Find out the guestrsquos name Eg ldquoMay I know your name pleaserdquo
bull Offer to help Eg ldquoHow can I help yourdquo
bull For calls to mobile phone say ldquoHello this is lsquonamersquo how can I help yourdquo
The body of the telephone call
bull Continue to smile as the officer speaks on the phone
bull Listen attentively until the guest finishes speaking
bull Make sure the guest knows you are on line and listening with appropriate responses as
they speak
bull Pace the guest [match the language tone mood speed of the guest]
bull Speak in natural voice
bull Use a clear voice
bull Speak in an efficient caring and friendly manner
bull Direct the conversation towards a positive and efficient conclusion
bull Do not use jargons [technical terms] during the conversation
bull Do not eat drink chew make noises and yawn during the phone call
bull Always hold the receiver with the hand and place it close to the mouth and ear
accurately
bull If the guest becomes angry upset and shouts maintain composure and listen
empathize pace and try to resolve the problem In case the problem cannot be solved
promise to direct it to a senior team member who can resolve it immediately The senior
team member should call write to and if necessary visit the guest to ensure resolution of
the problem
Putting the guest on hold
bull Guest should be put on hold only when absolutely necessary
bull Explain the reason why it is required to put himher on hold
bull Request for permission and tell himher exactly how long heshe will be kept on hold
bull If the guest says that heshe cannot hold then take the number and offer to call back as
soon as possible
bull After getting back on the phone thank the guest for waiting
Transferring a call
bull Guest calls should be transferred only when absolutely necessary
bull Seeking permission to transfer the call and telling himher exactly the reason for
transferring and to
whom the call is being transferred to
bull Ensure the person receiving the call gets on line
bull Give the details of the call before officer leave the line
When the person the officer is transferring the call to is not available or busy
bull Apologize for it and offer to help
bull Take a message if required
bull Write down the callerrsquos name organizationrsquos name telephone number and a short
message of the reason for the call
bull Pass on the message to the person who officer was trying to transfer the call
immediately by email text message or short note
When receiving a call while a guest is in front of BSSO
bull If the call arrives when attending to a guest team members should seek permission
from the guest before answering the call
bull If itrsquos a call from any colleague irrespective of their seniority tell himher that you are
serving a guest and that you will call back Finish the call within 30 seconds
bull If it is a call from a guest explain that you are attending to another guest promise to
call back in a specific amount of time take the contact details and call back at the
promised time
bull If the call is from overseas seek permission of the guest in front and attend to the call
swiftly
When ending a call
bull Ask if there is anything else can do for the guest
bull Give the guest his name and contact details and invite them to call for any help
bull Thank them for calling and wait till the guest leaves the line before you leave the line
Outgoing calls
bull Outgoing calls should be made at time convenient to the guest
bull Greeting Eg Assalamu Alaikumgood morning SirMadam
bull Identify oneself clearly Eg ldquoMy name is lsquonamersquo I am the Branch manager of BRAC
Bank lsquoname ofrsquo branchrdquo
bull Ask for the guest [if he calls on a landline ldquoCan I speak to lsquonamersquordquo] or [if he is
calling on the guestrsquos mobile phone ldquoAm I speaking to MrMs lsquonamersquordquo]
bull Explain the reason for your call
bull Continue the conversation and finish the call in the same manner as incoming calls
bull Follow the guidelines of holding transferring and etiquettes as described for incoming
calls earlier
531 Email communication
a Template selection Professional and appropriate templates should be used as per brand
guidelines
b Names and salutation While drafting emails to external guests name of the recipient
must be correct Proper salutation [Mr Mrs Ms Dr etc] should be used
c Word selection Right words should be selected during drafting emails so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Emails should be concise
d Spelling and grammar Spelling and grammar must be checked twice for accuracy
before sending the email
e Identity of the person generating emails The person generating external and internal
emails should have the signature with the name designation department contact phone
numbers and email address The email signature should be as per the brand guidelines
f Manager awareness All external emails should be copied to the service point managers
or sectional managers Keep the CC and BCC to a minimum and only as required for
both external and internal emails
g Acknowledgements Acknowledge internal and external emails as required Request
external guests for acknowledgement
532 Handling guest complaints The team member receiving the complaint owns the
problem until it is handed over to the relevant person and is responsible to personally
introduce the guest to himher (face to face or over the phone) Thereafter the person who
the complaint and the guest was handed over to owns the problem All or some of the
more relevant steps should be taken based on the situation
To handle guest complaints Customer Service Officers need to take the following steps
a Calm down the guest The best way to help the guest to calm down is by giving
a window for the guest to vent the anger Take the guest to a private office room if
possible let the guest vent stay calm be polite listen and offer a soft drink or cool water
b Show empathy Genuinely show that the officers are feeling the same as the
guest is feeling ndash eg ldquoI understand how you feel please let me resolve this for yourdquo
Talking with the same intensity of emotion displayed by the guest This will help calm
down the guest
c Apologize Apologize for the service fault and for the inconvenience caused
d Listen and clarify Invite the guest to explain the problem Listen to the guestrsquos
problem completely and make required clarifications to understand the real situation
Write down all the details
e Re-frame Restate what is understood and ask for the guestrsquos confirmation for
accuracy of the understanding
f Speak gently and be calm Be soft spoken even if the guest gets angry and
disturbed Do not use inappropriate words or body language and do not respond to any
question with a direct ldquoNordquo Do not blame others take ownership of the problem Give
the guest an accurate clarification and possible options Do not make any promises that
cannot be kept
g Channel the complaint to the right person Decide if the officer can handle the
complaint If not it has to be channeled it to the right person based
h Respond immediately The person receiving the complaint directly from the
guest or passed on by a colleague should offer the guest alternatives and let himher
choose Offer the solution clearly and explain to the guest the steps which will be taken to
solve the problem The solution should be provided in the shortest possible time
i Present the solution positively Explaining to the guest exactly what they can do
rather than what cannot do eg instead of saying ldquoI canrsquot deliver the certificate todayrdquo
say ldquoI will make arrangement to deliver the certificate tomorrowrdquo Using appropriate
language to inform that they take responsibility on behalf of the bank to solve the
guestrsquos problem Convey urgency by using positive time based statements - eg ldquoright
awayrdquo ldquoimmediatelyrdquo ldquowithin an hourrdquo etc
j Educate Educating the guests thoroughly to prevent future problems
k Thank for the complaint Guests should be thanked for informing the bank
regarding the problems
l Follow up Writing a letter apologizing for the problem thank for bringing it to
the notice of the bank and stating the steps that will be taken to resolve the problem with
a clear time frame [within 24 hours for standard complaints]
m Informing line manager The line manager should be kept informed about the problem
immediately through e-mail or short note The relevant manager value center head or
business unit heads should be informed of complaints based on the criticalityseverity
levels
n Guest queries regarding the complaint Responding to any guest queries
regarding the status of the solution within 24 hours If they need more time keep the
guest informed
o Complaints that require investigations In terms of complaints requiring
investigation informing the guest of the likely time frame within 24 hours Ensuring that
team members do not delay resolving such complaints beyond 3 working days If it is
taking more than 3 working days keeping the guest updated of the new time frame
533 Service recovery process Guest Service Recovery Process is to convert the upset
or irate guest into a delighted guest who has directly complained to Customer Care
Service or had been handed over to them by a colleague according to the lsquoHandling Guest
Complaintsrsquo section above -
bull When a service breakdown occurs the guest needs to be taken care of in a manner that
makes himher feel very special and important
bull Due to the service breakdown if the guest is attempting to end the relationship with the
bank at any time of this process all attempts should be made to convince the guest to stay
with BRAC Bank and steps should be taken to resolve the issue
bull It is essential that the guest is kept updated once every 3 days (by the person who owns
the problem) to ensure that they do not feel that no action is being taken Progress of the
problem should be logged regularly
bull Once breakdown has been taken care of it is the duty of the concerned department to
send the guest a letter thanking himher for being a BRAC Bank guest and depending on
the value of the problem provide guest with value additions as per the bank policy (eg
gift waiver of charges etc)
534 Managing expectations This is required when a guest needs service or terms
beyond what is possible
bull Fully understanding the guestrsquos needs
bull Politely explain to the guest that it is beyond the current guidelines
bull Speaking to a manager and seeing how best they can accommodate the request
bull Get back to the guest and explaining what can be done and say that it is done under
special approval outside the current guidelines
bull Providing the service
Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited
Effective from January 01 2010
Liability amp Wealth Management Retail Banking
Triple Benefits Savings Account
Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000
Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly
Chequebook Issue Fee Free
Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000
Visa Debit Card fee (annual) Free
Savings - Classic
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Current Plus Account
Minimum Opening Deposit Tk 25000
Half Yearly Account Maintenance Fee Tk 25000 and above FreeBelow Tk 25000 Tk 500 Half-yearly
Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free
Current Classic Account
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 500 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Ezee Account (Non-Checking Account)
Minimum Opening Deposit Tk 5000
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 12
bull Gentleman All team members should wear decent and professional looking
shirts and trousers Those who are required to wear tie and coat should wear matching
colours Ties and the knots should be in good shape Dirty or button less shirts should be
avoided No extra threads should be visible Long sleeve shirts should be worn and shirt
sleeves should be buttoned and should not be folded Collarless T-shirts jeans loud
coloured shirts are strictly prohibited Men should wear blackbrown leather belts that
matches the cloths with smart professional looking buckles
bull Attire for dress down day Back office staff can choose to dress in Smart Casual
attire on dress down days However the guidelines with regard to professionalism and
decency applicable for normal working days should be followed by all team members
118 Shoes and socks Men should wear black or dark brown shoes with dark socks of a
matching colour Shoes should be polished and socks should be clean Ladies should
wear professional well coordinated shoes with low heels Shoes should not have
accessories that make noise Open sandals (without heels) sneakers slippers and gym
shoes are strictly prohibited for all
119 Identity Every team member at front line guest service points must wear hisher
name tag at all times
2 PREMISES
Premises deal with the physical appearance of guest service points as well as areas where
the guests do not access They should be maintained in a professional and comfortable
manner The following are the guidelines which need to be followed to create the desired
work environment
21 Outside appearance of the premises The exterior of each bankrsquos premises should
be well maintained Team members should not smoke in front of the premises
22 Signboard Signature must be clearly visible and the information given in the
signage must be accurate Signage with lights should be lit at night subject to local
authority guidelines
23 Entrance Entrances to premises should be inviting clean and uncluttered
24 Staircase Staircases should be well maintained cleaned and should be uncluttered so
that people can move in and out very smoothly without a problem They have to climb on
the left side
and do not stop and have conversations on the stairways
25 Elevators Elevators should be kept neat and clean Team members have Wait and
keep the entrance clear until those inside exit the elevator before they enter The person
standing near the control panel should press the required numbers of the other passengers
26 Interior Interior must be well maintained and they should be spotlessly clean All
team members should take the responsibility to keep it clean They should pick up any
garbage they see on the floor and put it in the bin
27 Internal signage Internal signage should be maintained regularly so that they are
clean in good working order and the contents should be legible amp accurate They should
be maintained according to the brand guidelines
28 Lighting The right amount of lighting with the correct lighting colours should be
maintained
29 Temperature amp freshness The temperature should be maintained at a comfortable
level Where available air conditioners should be noise free Fans should be clean and in
working order Ventilation should be proper
210 Guest seating Guest seating areas and facilities should be neat clean and
comfortable
211 Newspapers and magazines Always ensure the newspapers magazines and
periodicals provided in guest waiting areas are current
212 TV channels Appropriate TV channels such as news cartoons nature and sports
should be shown in the in-branch televisions wherever applicable Scary indecent
channels are prohibited Sound should be muted or at low level
213 Tissue box Guest care desk should have a box of facial tissues
214 Brochures and posters Brochures should be current and displayed in a manner that
it is inviting for the guests to pick them up Posters should be displayed prominently and
professionally
215 Plants Always ensure that plants inside and outside the premises are neatly placed
in clean vases and they should have fresh leaves
216 Desks and counters Desks and counters should be maintained in a professional and
uncluttered manner Papers should be filed and stored in the appropriate places
217 Computers and accessories Computers and accessories should be maintained
according to IT guidelines
218 Phones Avoid using phones of others for hygiene reasons however this guideline
does not apply in relation to serving our guest Use antiseptics at least once a day to clean
your phones Phones should be easily accessible
219 Wires Electric phone and computer wires should not be exposed
220 Fax and photocopy machines Fax and photocopy machines should be maintained
according to GAIS guidelines Papers should be kept only in the designated places
221 Water dispensers Water dispensers should be kept only in the dining or other
appropriate place away from the visibility of the guests
222 Crockery amp cutlery Crockery amp cutlery should be in good shape and they should
be stored in a clean and a hygienic manner Tea coffee milk sugar etc should be also
stored in a hygienic and neat manner
223 Toilet There should be no bad smell in the toilets There should be dry floors clean
basins clean towels soaps and toilet rolls Toilets should be cleaned regularly and air
freshener should be in place
224 Towels and linen Towels and linen should not be kept in visible locations They
should be stored in a designated location Fresh clean towels should be available
everyday
225 ATMS ATM booths should be well lit clean insect-free and well maintained Air
temperature must be maintained at comfortable level Brochure stands should be clean
and contain current brochures
226 Guest locker room The lockers should be maintained well Mirrors tables and
seating arrangements should be clean Locker rooms should not be cluttered
227 Store room Store rooms should be orderly neat and clean
228 Non-smoking premises All BRAC Bank premises other than designated smoking
areas are smoke-free zones
3 PAPERS
Papers deal with the documents we use to provide amp receive information and
communicate with our guests and colleagues
31 Paper selection Outgoing letters should be printed on BRAC Bank letter heads
according to the template provided for routine letters and as required for ad hoc letters
32 Names and salutation While drafting letters name of the recipient and salutation
should be correct The most appropriate salutation should be used
33 Word selection Right words should be selected during drafting letters so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Letters should not be unnecessarily long Letters should be concise and
elegant
34 Identity of the person generating external letters Where applicable the person
generating external letters should sign on the name designation contact phone number
and email address
35 Spelling and grammar The accuracy of letters [information spelling and grammar]
should be ensured A second person should proof read all letters before printing and
posting of the letters
36 Printing and signing of letters Ensure the papers and inks are of good quality A
good quality pen should be used for signing of documents
37 Manager awareness Where applicable all external letters must be seen by the
service point manager or sectional manager before [or after in case of urgent letters] they
are sent
38 Envelopes Appropriate envelope size should be used and the address should be
placed properly as per brand guidelines
39 Forms Guest should be guided to fill documents such as charge documents [which
has a legal implication if NOT filled by the guest] Ensure they are filled completely
accurately and neatly by double checking the supporting documents Make sure the forms
are checked and signed by the guest Forms filled for internal purposes such as leave or
requisitions should be filled completely accurately and neatly
310 Reports Reports generated for external or internal purposes should be checked for
accuracy and should be professionally prepared and presented
4 PROCESSES
41 All team members should be fully aware of and fully understand the processes
relating to the servicing of our guests
42 All team members should support each other in ensuring the effective and efficient
implementation of processes
43 All team members should provide suggestions to improve process as and when they
feel the need for it
44 All team members should take part in a quality circle and share process improvement
ideas at least once a month
45 All processes should be delivered according to the BRAC Bank standards as
documented in the ldquoGuest Experience Standards Manualrdquo
5 PRACTICES
This deals with the practices required to ensure a heartfelt interaction to provide a
memorable experience to guests every time they interact with the bank It deals with
ensuring a warm welcome fulfilling the expressed and unexpressed needs of the guests
and bidding a fond farewell Team membersrsquo communication may be in Bangla English
or any other language deemed appropriate
51 First Impression is the last impression Focus on creating a positive first
impression by attending to the guests professionally and in a friendly manner
52 Smile and eye contact Team members should have a genuine smile and maintain
eye contact while talking to a guest
53 Hand shake Team members should not extend their hand to guests and colleagues
of the opposite gender Team members should extend their hand to guests and colleagues
of the same gender Irrespective of gender if the guest initiates a hand shake the team
member should respond in a culturally acceptable manner Those team members who
prefer not to shake hands should greet in an appropriate and respectful manner if guests
or colleagues extend their hands However for frontline team members who are seated
behind counters it may not be possible to shake hands In this case they must extend a
heartfelt welcome to their guests
54 Seating Please allow your guests to take a seat first and then seat yourself
55 Full attention When attending to the guest team members should provide undivided
attention
56 Greeting
1048633 Team members The closest team member should greet the guest within 30 seconds of
their entering the premises Use appropriate greeting based on the time of the day Eg
Assalamu Alaikumgood morning madam Welcome to BRAC Bank my name is
ldquonamerdquo I am your rdquodesignationrdquo
57 Ask how the guest wants to be helped The sample scripts for respective team
members are given below
1048633 Service providing officer and managers ldquoMadam I can help yourdquo or ldquoI am at your
service todayrdquo or ldquoWhat can I do for you todayrdquo or ldquoIs there anything specific I can help
you with todayrdquo When practical personally escort them to the relevant counterdesk
introduce the guest and describe the need to the person who will provide the service as
much as possible If not direct them to the waiting area and ask them to take a seat or
join the line
1048633 Thereafter attend to the need swiftly
58 Service time Every guest must receive service within the time stipulated in the
ldquoGuest Experience Standards Manualrdquo
59 Offer refreshments All guests who are served at the desk of an officermanager
should be offered teawater or as appropriate Please ensure that the guest receives the
drinkrefreshment before it is served to the team member
510 Body posture in front of the guest If frontline officers are sitting across the table
in front of the guest maintain upright posture and keep their hands on the table if
officers are standing in front of the guest maintain a straight but relaxed posture
511 Adjust to guestrsquos pace Remember the pace of the guest will always be different to
yours slow down or speed up to the pace of the guests Speak in the same
languagedialect of the guests as much as appropriate
512 Treat guests with respect Team members should have a respectful attitude
towards the guests
513 Understand the guestrsquos needs Use observation active listening and questioning
techniques to understand the specific needs of the guest and fulfill the needs
514 Serve them efficiently Guests should be served swiftly Body language should
reflect a sense of purpose professionalism and promptness
515 Never say lsquonorsquo Always find a way to sayrsquo yesrsquo An officer should talk to manager
and get lsquoapprovalrsquo if officers have to say lsquoNorsquo Always display a positive attitude
516 Conversation content Ensuring that officers talk with guests clearly and in a
concise manner Avoid talking to guests using technical language [Jargon]
517 Promises Take care to ensure that promises made can be fulfilled
518 How to say it There are certain statements and phrases that irritate almost all
guests You may say (and mean) something and it may mean something else to the guest
as given in the table below Suggested positive phrases given below should be used
Tailor-make it as needed
519 Maintain composure At no time can a team member be rude or lose hisher temper
with the guest even if the guest loses hisher temper
520 Handling angry guests If the guest shouts or becomes very angry in front of other
guests take himher to a private area and follow the complaint handling procedure
521 Help to buy Team members should assist and support the guest to make the right
purchase decision (eg By explaining product details promotions benefits limitations
etc) The financial standing of the guest should be considered when offering products
and they should know all
charges upfront (eg when a garments factory worker open an account only for DPS of
500= for 4 years officers have to be careful about offering a savings account where
customer has to pay ( TK 800 + TK 520 ) + 15 vat total 1518= per year That is will be
very difficult for the guest who has a monthly salary of around Tk 2000=)
522 Guests who will buy later If a guest prefers to buy later heshe should be thanked
for coming to BRAC Bank and politely requested to come again Obtain the details of
guest (name address amp contact details)
523 If officers are busy serving another guest If officers are currently serving a guest
and a another guest comes for his assistance acknowledge the new guest excuse from
the current guest greeting the new guest and introducing himher to another team
member who could assist If no other team member is around then inform the guest that
the officer will attend himher within X minutes Saying ldquoGood morning madamsir
MrMs lsquonamersquo here will assist you until I finish serving this guestrdquo or ldquoGood morning
madamsir I will be with you as soon as I finish serving this guest would you please take
a seat till thenrdquo
524 When officer get back to the guest At the point officer revert to the guest
apologize to the guest Saying ldquoSirMadam sorry to have kept you waitingrdquo
525 Referring to someone else An officer should avoid referring to someone else as
much as possible In the event an officer has to refer the guest to somebody else make
sure it is the right person Guest should be escorted to the right person All information
that the guest shared with the previous officer should be conveyed to the other person
526 Unprofessional behavior Do not have meals snacks drinks unrelated discussions
with colleagues and take personal calls in front of guests Do not leave the desk
unnecessarily and for prolonged periods DO NOT chew lsquopaanrsquotobaccogum bite nails
itch belch spit yawn pick nose in front of team members and guests
527 Bid a fond farewell to the guest Team members should see guests off at the door
bid them a fond farewell and invite them to come again as much as practical
528 Visiting Guests
a When visiting a guestrsquos premises team members should wait for the guest to signal
them to take a seat
b Team members must ask guestrsquos permission before placing any personal item such as
mobile phones files glasses and so forth on the guests table
c Using facilities Team members must ask guestrsquos permission before using any facility
(like washroom) at hisher premise
d Posture Team members must maintain professional posture and purposeful demeanor
in front of guests at all times
e Interruptions Team members must turn off mobile phones (or put on silent mode)
while at guest premises If the team member must answer the phone case of emergencies
permission must be sought at the beginning of the conversation
529 Meeting guests outside work
If team members happen to meet guests outside BBL premises in a social gathering
(party shopping mall etc) heshe must present himherself in a
professional yet friendly manner
530 Telephone etiquette
Standards
bull All phone calls from the PABX to guest service points are answered within 3 rings
bull Phone banking guests must be answered within 60 seconds of requesting for agentrsquos
assistance 90 of the queries should be completed within 90 seconds
Open the telephone call
bull Smile as answer and speak on the phone
bull The welcome greeting should be appropriate to the time of call Eg ldquoGood morning
SirMadamrdquo
bull Identify bank name and department Eg ldquoWelcome to BRAC bank I am lsquonamersquo From
lsquoname ofrsquo Branchrdquo
bull Find out the guestrsquos name Eg ldquoMay I know your name pleaserdquo
bull Offer to help Eg ldquoHow can I help yourdquo
bull For calls to mobile phone say ldquoHello this is lsquonamersquo how can I help yourdquo
The body of the telephone call
bull Continue to smile as the officer speaks on the phone
bull Listen attentively until the guest finishes speaking
bull Make sure the guest knows you are on line and listening with appropriate responses as
they speak
bull Pace the guest [match the language tone mood speed of the guest]
bull Speak in natural voice
bull Use a clear voice
bull Speak in an efficient caring and friendly manner
bull Direct the conversation towards a positive and efficient conclusion
bull Do not use jargons [technical terms] during the conversation
bull Do not eat drink chew make noises and yawn during the phone call
bull Always hold the receiver with the hand and place it close to the mouth and ear
accurately
bull If the guest becomes angry upset and shouts maintain composure and listen
empathize pace and try to resolve the problem In case the problem cannot be solved
promise to direct it to a senior team member who can resolve it immediately The senior
team member should call write to and if necessary visit the guest to ensure resolution of
the problem
Putting the guest on hold
bull Guest should be put on hold only when absolutely necessary
bull Explain the reason why it is required to put himher on hold
bull Request for permission and tell himher exactly how long heshe will be kept on hold
bull If the guest says that heshe cannot hold then take the number and offer to call back as
soon as possible
bull After getting back on the phone thank the guest for waiting
Transferring a call
bull Guest calls should be transferred only when absolutely necessary
bull Seeking permission to transfer the call and telling himher exactly the reason for
transferring and to
whom the call is being transferred to
bull Ensure the person receiving the call gets on line
bull Give the details of the call before officer leave the line
When the person the officer is transferring the call to is not available or busy
bull Apologize for it and offer to help
bull Take a message if required
bull Write down the callerrsquos name organizationrsquos name telephone number and a short
message of the reason for the call
bull Pass on the message to the person who officer was trying to transfer the call
immediately by email text message or short note
When receiving a call while a guest is in front of BSSO
bull If the call arrives when attending to a guest team members should seek permission
from the guest before answering the call
bull If itrsquos a call from any colleague irrespective of their seniority tell himher that you are
serving a guest and that you will call back Finish the call within 30 seconds
bull If it is a call from a guest explain that you are attending to another guest promise to
call back in a specific amount of time take the contact details and call back at the
promised time
bull If the call is from overseas seek permission of the guest in front and attend to the call
swiftly
When ending a call
bull Ask if there is anything else can do for the guest
bull Give the guest his name and contact details and invite them to call for any help
bull Thank them for calling and wait till the guest leaves the line before you leave the line
Outgoing calls
bull Outgoing calls should be made at time convenient to the guest
bull Greeting Eg Assalamu Alaikumgood morning SirMadam
bull Identify oneself clearly Eg ldquoMy name is lsquonamersquo I am the Branch manager of BRAC
Bank lsquoname ofrsquo branchrdquo
bull Ask for the guest [if he calls on a landline ldquoCan I speak to lsquonamersquordquo] or [if he is
calling on the guestrsquos mobile phone ldquoAm I speaking to MrMs lsquonamersquordquo]
bull Explain the reason for your call
bull Continue the conversation and finish the call in the same manner as incoming calls
bull Follow the guidelines of holding transferring and etiquettes as described for incoming
calls earlier
531 Email communication
a Template selection Professional and appropriate templates should be used as per brand
guidelines
b Names and salutation While drafting emails to external guests name of the recipient
must be correct Proper salutation [Mr Mrs Ms Dr etc] should be used
c Word selection Right words should be selected during drafting emails so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Emails should be concise
d Spelling and grammar Spelling and grammar must be checked twice for accuracy
before sending the email
e Identity of the person generating emails The person generating external and internal
emails should have the signature with the name designation department contact phone
numbers and email address The email signature should be as per the brand guidelines
f Manager awareness All external emails should be copied to the service point managers
or sectional managers Keep the CC and BCC to a minimum and only as required for
both external and internal emails
g Acknowledgements Acknowledge internal and external emails as required Request
external guests for acknowledgement
532 Handling guest complaints The team member receiving the complaint owns the
problem until it is handed over to the relevant person and is responsible to personally
introduce the guest to himher (face to face or over the phone) Thereafter the person who
the complaint and the guest was handed over to owns the problem All or some of the
more relevant steps should be taken based on the situation
To handle guest complaints Customer Service Officers need to take the following steps
a Calm down the guest The best way to help the guest to calm down is by giving
a window for the guest to vent the anger Take the guest to a private office room if
possible let the guest vent stay calm be polite listen and offer a soft drink or cool water
b Show empathy Genuinely show that the officers are feeling the same as the
guest is feeling ndash eg ldquoI understand how you feel please let me resolve this for yourdquo
Talking with the same intensity of emotion displayed by the guest This will help calm
down the guest
c Apologize Apologize for the service fault and for the inconvenience caused
d Listen and clarify Invite the guest to explain the problem Listen to the guestrsquos
problem completely and make required clarifications to understand the real situation
Write down all the details
e Re-frame Restate what is understood and ask for the guestrsquos confirmation for
accuracy of the understanding
f Speak gently and be calm Be soft spoken even if the guest gets angry and
disturbed Do not use inappropriate words or body language and do not respond to any
question with a direct ldquoNordquo Do not blame others take ownership of the problem Give
the guest an accurate clarification and possible options Do not make any promises that
cannot be kept
g Channel the complaint to the right person Decide if the officer can handle the
complaint If not it has to be channeled it to the right person based
h Respond immediately The person receiving the complaint directly from the
guest or passed on by a colleague should offer the guest alternatives and let himher
choose Offer the solution clearly and explain to the guest the steps which will be taken to
solve the problem The solution should be provided in the shortest possible time
i Present the solution positively Explaining to the guest exactly what they can do
rather than what cannot do eg instead of saying ldquoI canrsquot deliver the certificate todayrdquo
say ldquoI will make arrangement to deliver the certificate tomorrowrdquo Using appropriate
language to inform that they take responsibility on behalf of the bank to solve the
guestrsquos problem Convey urgency by using positive time based statements - eg ldquoright
awayrdquo ldquoimmediatelyrdquo ldquowithin an hourrdquo etc
j Educate Educating the guests thoroughly to prevent future problems
k Thank for the complaint Guests should be thanked for informing the bank
regarding the problems
l Follow up Writing a letter apologizing for the problem thank for bringing it to
the notice of the bank and stating the steps that will be taken to resolve the problem with
a clear time frame [within 24 hours for standard complaints]
m Informing line manager The line manager should be kept informed about the problem
immediately through e-mail or short note The relevant manager value center head or
business unit heads should be informed of complaints based on the criticalityseverity
levels
n Guest queries regarding the complaint Responding to any guest queries
regarding the status of the solution within 24 hours If they need more time keep the
guest informed
o Complaints that require investigations In terms of complaints requiring
investigation informing the guest of the likely time frame within 24 hours Ensuring that
team members do not delay resolving such complaints beyond 3 working days If it is
taking more than 3 working days keeping the guest updated of the new time frame
533 Service recovery process Guest Service Recovery Process is to convert the upset
or irate guest into a delighted guest who has directly complained to Customer Care
Service or had been handed over to them by a colleague according to the lsquoHandling Guest
Complaintsrsquo section above -
bull When a service breakdown occurs the guest needs to be taken care of in a manner that
makes himher feel very special and important
bull Due to the service breakdown if the guest is attempting to end the relationship with the
bank at any time of this process all attempts should be made to convince the guest to stay
with BRAC Bank and steps should be taken to resolve the issue
bull It is essential that the guest is kept updated once every 3 days (by the person who owns
the problem) to ensure that they do not feel that no action is being taken Progress of the
problem should be logged regularly
bull Once breakdown has been taken care of it is the duty of the concerned department to
send the guest a letter thanking himher for being a BRAC Bank guest and depending on
the value of the problem provide guest with value additions as per the bank policy (eg
gift waiver of charges etc)
534 Managing expectations This is required when a guest needs service or terms
beyond what is possible
bull Fully understanding the guestrsquos needs
bull Politely explain to the guest that it is beyond the current guidelines
bull Speaking to a manager and seeing how best they can accommodate the request
bull Get back to the guest and explaining what can be done and say that it is done under
special approval outside the current guidelines
bull Providing the service
Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited
Effective from January 01 2010
Liability amp Wealth Management Retail Banking
Triple Benefits Savings Account
Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000
Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly
Chequebook Issue Fee Free
Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000
Visa Debit Card fee (annual) Free
Savings - Classic
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Current Plus Account
Minimum Opening Deposit Tk 25000
Half Yearly Account Maintenance Fee Tk 25000 and above FreeBelow Tk 25000 Tk 500 Half-yearly
Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free
Current Classic Account
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 500 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Ezee Account (Non-Checking Account)
Minimum Opening Deposit Tk 5000
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 13
22 Signboard Signature must be clearly visible and the information given in the
signage must be accurate Signage with lights should be lit at night subject to local
authority guidelines
23 Entrance Entrances to premises should be inviting clean and uncluttered
24 Staircase Staircases should be well maintained cleaned and should be uncluttered so
that people can move in and out very smoothly without a problem They have to climb on
the left side
and do not stop and have conversations on the stairways
25 Elevators Elevators should be kept neat and clean Team members have Wait and
keep the entrance clear until those inside exit the elevator before they enter The person
standing near the control panel should press the required numbers of the other passengers
26 Interior Interior must be well maintained and they should be spotlessly clean All
team members should take the responsibility to keep it clean They should pick up any
garbage they see on the floor and put it in the bin
27 Internal signage Internal signage should be maintained regularly so that they are
clean in good working order and the contents should be legible amp accurate They should
be maintained according to the brand guidelines
28 Lighting The right amount of lighting with the correct lighting colours should be
maintained
29 Temperature amp freshness The temperature should be maintained at a comfortable
level Where available air conditioners should be noise free Fans should be clean and in
working order Ventilation should be proper
210 Guest seating Guest seating areas and facilities should be neat clean and
comfortable
211 Newspapers and magazines Always ensure the newspapers magazines and
periodicals provided in guest waiting areas are current
212 TV channels Appropriate TV channels such as news cartoons nature and sports
should be shown in the in-branch televisions wherever applicable Scary indecent
channels are prohibited Sound should be muted or at low level
213 Tissue box Guest care desk should have a box of facial tissues
214 Brochures and posters Brochures should be current and displayed in a manner that
it is inviting for the guests to pick them up Posters should be displayed prominently and
professionally
215 Plants Always ensure that plants inside and outside the premises are neatly placed
in clean vases and they should have fresh leaves
216 Desks and counters Desks and counters should be maintained in a professional and
uncluttered manner Papers should be filed and stored in the appropriate places
217 Computers and accessories Computers and accessories should be maintained
according to IT guidelines
218 Phones Avoid using phones of others for hygiene reasons however this guideline
does not apply in relation to serving our guest Use antiseptics at least once a day to clean
your phones Phones should be easily accessible
219 Wires Electric phone and computer wires should not be exposed
220 Fax and photocopy machines Fax and photocopy machines should be maintained
according to GAIS guidelines Papers should be kept only in the designated places
221 Water dispensers Water dispensers should be kept only in the dining or other
appropriate place away from the visibility of the guests
222 Crockery amp cutlery Crockery amp cutlery should be in good shape and they should
be stored in a clean and a hygienic manner Tea coffee milk sugar etc should be also
stored in a hygienic and neat manner
223 Toilet There should be no bad smell in the toilets There should be dry floors clean
basins clean towels soaps and toilet rolls Toilets should be cleaned regularly and air
freshener should be in place
224 Towels and linen Towels and linen should not be kept in visible locations They
should be stored in a designated location Fresh clean towels should be available
everyday
225 ATMS ATM booths should be well lit clean insect-free and well maintained Air
temperature must be maintained at comfortable level Brochure stands should be clean
and contain current brochures
226 Guest locker room The lockers should be maintained well Mirrors tables and
seating arrangements should be clean Locker rooms should not be cluttered
227 Store room Store rooms should be orderly neat and clean
228 Non-smoking premises All BRAC Bank premises other than designated smoking
areas are smoke-free zones
3 PAPERS
Papers deal with the documents we use to provide amp receive information and
communicate with our guests and colleagues
31 Paper selection Outgoing letters should be printed on BRAC Bank letter heads
according to the template provided for routine letters and as required for ad hoc letters
32 Names and salutation While drafting letters name of the recipient and salutation
should be correct The most appropriate salutation should be used
33 Word selection Right words should be selected during drafting letters so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Letters should not be unnecessarily long Letters should be concise and
elegant
34 Identity of the person generating external letters Where applicable the person
generating external letters should sign on the name designation contact phone number
and email address
35 Spelling and grammar The accuracy of letters [information spelling and grammar]
should be ensured A second person should proof read all letters before printing and
posting of the letters
36 Printing and signing of letters Ensure the papers and inks are of good quality A
good quality pen should be used for signing of documents
37 Manager awareness Where applicable all external letters must be seen by the
service point manager or sectional manager before [or after in case of urgent letters] they
are sent
38 Envelopes Appropriate envelope size should be used and the address should be
placed properly as per brand guidelines
39 Forms Guest should be guided to fill documents such as charge documents [which
has a legal implication if NOT filled by the guest] Ensure they are filled completely
accurately and neatly by double checking the supporting documents Make sure the forms
are checked and signed by the guest Forms filled for internal purposes such as leave or
requisitions should be filled completely accurately and neatly
310 Reports Reports generated for external or internal purposes should be checked for
accuracy and should be professionally prepared and presented
4 PROCESSES
41 All team members should be fully aware of and fully understand the processes
relating to the servicing of our guests
42 All team members should support each other in ensuring the effective and efficient
implementation of processes
43 All team members should provide suggestions to improve process as and when they
feel the need for it
44 All team members should take part in a quality circle and share process improvement
ideas at least once a month
45 All processes should be delivered according to the BRAC Bank standards as
documented in the ldquoGuest Experience Standards Manualrdquo
5 PRACTICES
This deals with the practices required to ensure a heartfelt interaction to provide a
memorable experience to guests every time they interact with the bank It deals with
ensuring a warm welcome fulfilling the expressed and unexpressed needs of the guests
and bidding a fond farewell Team membersrsquo communication may be in Bangla English
or any other language deemed appropriate
51 First Impression is the last impression Focus on creating a positive first
impression by attending to the guests professionally and in a friendly manner
52 Smile and eye contact Team members should have a genuine smile and maintain
eye contact while talking to a guest
53 Hand shake Team members should not extend their hand to guests and colleagues
of the opposite gender Team members should extend their hand to guests and colleagues
of the same gender Irrespective of gender if the guest initiates a hand shake the team
member should respond in a culturally acceptable manner Those team members who
prefer not to shake hands should greet in an appropriate and respectful manner if guests
or colleagues extend their hands However for frontline team members who are seated
behind counters it may not be possible to shake hands In this case they must extend a
heartfelt welcome to their guests
54 Seating Please allow your guests to take a seat first and then seat yourself
55 Full attention When attending to the guest team members should provide undivided
attention
56 Greeting
1048633 Team members The closest team member should greet the guest within 30 seconds of
their entering the premises Use appropriate greeting based on the time of the day Eg
Assalamu Alaikumgood morning madam Welcome to BRAC Bank my name is
ldquonamerdquo I am your rdquodesignationrdquo
57 Ask how the guest wants to be helped The sample scripts for respective team
members are given below
1048633 Service providing officer and managers ldquoMadam I can help yourdquo or ldquoI am at your
service todayrdquo or ldquoWhat can I do for you todayrdquo or ldquoIs there anything specific I can help
you with todayrdquo When practical personally escort them to the relevant counterdesk
introduce the guest and describe the need to the person who will provide the service as
much as possible If not direct them to the waiting area and ask them to take a seat or
join the line
1048633 Thereafter attend to the need swiftly
58 Service time Every guest must receive service within the time stipulated in the
ldquoGuest Experience Standards Manualrdquo
59 Offer refreshments All guests who are served at the desk of an officermanager
should be offered teawater or as appropriate Please ensure that the guest receives the
drinkrefreshment before it is served to the team member
510 Body posture in front of the guest If frontline officers are sitting across the table
in front of the guest maintain upright posture and keep their hands on the table if
officers are standing in front of the guest maintain a straight but relaxed posture
511 Adjust to guestrsquos pace Remember the pace of the guest will always be different to
yours slow down or speed up to the pace of the guests Speak in the same
languagedialect of the guests as much as appropriate
512 Treat guests with respect Team members should have a respectful attitude
towards the guests
513 Understand the guestrsquos needs Use observation active listening and questioning
techniques to understand the specific needs of the guest and fulfill the needs
514 Serve them efficiently Guests should be served swiftly Body language should
reflect a sense of purpose professionalism and promptness
515 Never say lsquonorsquo Always find a way to sayrsquo yesrsquo An officer should talk to manager
and get lsquoapprovalrsquo if officers have to say lsquoNorsquo Always display a positive attitude
516 Conversation content Ensuring that officers talk with guests clearly and in a
concise manner Avoid talking to guests using technical language [Jargon]
517 Promises Take care to ensure that promises made can be fulfilled
518 How to say it There are certain statements and phrases that irritate almost all
guests You may say (and mean) something and it may mean something else to the guest
as given in the table below Suggested positive phrases given below should be used
Tailor-make it as needed
519 Maintain composure At no time can a team member be rude or lose hisher temper
with the guest even if the guest loses hisher temper
520 Handling angry guests If the guest shouts or becomes very angry in front of other
guests take himher to a private area and follow the complaint handling procedure
521 Help to buy Team members should assist and support the guest to make the right
purchase decision (eg By explaining product details promotions benefits limitations
etc) The financial standing of the guest should be considered when offering products
and they should know all
charges upfront (eg when a garments factory worker open an account only for DPS of
500= for 4 years officers have to be careful about offering a savings account where
customer has to pay ( TK 800 + TK 520 ) + 15 vat total 1518= per year That is will be
very difficult for the guest who has a monthly salary of around Tk 2000=)
522 Guests who will buy later If a guest prefers to buy later heshe should be thanked
for coming to BRAC Bank and politely requested to come again Obtain the details of
guest (name address amp contact details)
523 If officers are busy serving another guest If officers are currently serving a guest
and a another guest comes for his assistance acknowledge the new guest excuse from
the current guest greeting the new guest and introducing himher to another team
member who could assist If no other team member is around then inform the guest that
the officer will attend himher within X minutes Saying ldquoGood morning madamsir
MrMs lsquonamersquo here will assist you until I finish serving this guestrdquo or ldquoGood morning
madamsir I will be with you as soon as I finish serving this guest would you please take
a seat till thenrdquo
524 When officer get back to the guest At the point officer revert to the guest
apologize to the guest Saying ldquoSirMadam sorry to have kept you waitingrdquo
525 Referring to someone else An officer should avoid referring to someone else as
much as possible In the event an officer has to refer the guest to somebody else make
sure it is the right person Guest should be escorted to the right person All information
that the guest shared with the previous officer should be conveyed to the other person
526 Unprofessional behavior Do not have meals snacks drinks unrelated discussions
with colleagues and take personal calls in front of guests Do not leave the desk
unnecessarily and for prolonged periods DO NOT chew lsquopaanrsquotobaccogum bite nails
itch belch spit yawn pick nose in front of team members and guests
527 Bid a fond farewell to the guest Team members should see guests off at the door
bid them a fond farewell and invite them to come again as much as practical
528 Visiting Guests
a When visiting a guestrsquos premises team members should wait for the guest to signal
them to take a seat
b Team members must ask guestrsquos permission before placing any personal item such as
mobile phones files glasses and so forth on the guests table
c Using facilities Team members must ask guestrsquos permission before using any facility
(like washroom) at hisher premise
d Posture Team members must maintain professional posture and purposeful demeanor
in front of guests at all times
e Interruptions Team members must turn off mobile phones (or put on silent mode)
while at guest premises If the team member must answer the phone case of emergencies
permission must be sought at the beginning of the conversation
529 Meeting guests outside work
If team members happen to meet guests outside BBL premises in a social gathering
(party shopping mall etc) heshe must present himherself in a
professional yet friendly manner
530 Telephone etiquette
Standards
bull All phone calls from the PABX to guest service points are answered within 3 rings
bull Phone banking guests must be answered within 60 seconds of requesting for agentrsquos
assistance 90 of the queries should be completed within 90 seconds
Open the telephone call
bull Smile as answer and speak on the phone
bull The welcome greeting should be appropriate to the time of call Eg ldquoGood morning
SirMadamrdquo
bull Identify bank name and department Eg ldquoWelcome to BRAC bank I am lsquonamersquo From
lsquoname ofrsquo Branchrdquo
bull Find out the guestrsquos name Eg ldquoMay I know your name pleaserdquo
bull Offer to help Eg ldquoHow can I help yourdquo
bull For calls to mobile phone say ldquoHello this is lsquonamersquo how can I help yourdquo
The body of the telephone call
bull Continue to smile as the officer speaks on the phone
bull Listen attentively until the guest finishes speaking
bull Make sure the guest knows you are on line and listening with appropriate responses as
they speak
bull Pace the guest [match the language tone mood speed of the guest]
bull Speak in natural voice
bull Use a clear voice
bull Speak in an efficient caring and friendly manner
bull Direct the conversation towards a positive and efficient conclusion
bull Do not use jargons [technical terms] during the conversation
bull Do not eat drink chew make noises and yawn during the phone call
bull Always hold the receiver with the hand and place it close to the mouth and ear
accurately
bull If the guest becomes angry upset and shouts maintain composure and listen
empathize pace and try to resolve the problem In case the problem cannot be solved
promise to direct it to a senior team member who can resolve it immediately The senior
team member should call write to and if necessary visit the guest to ensure resolution of
the problem
Putting the guest on hold
bull Guest should be put on hold only when absolutely necessary
bull Explain the reason why it is required to put himher on hold
bull Request for permission and tell himher exactly how long heshe will be kept on hold
bull If the guest says that heshe cannot hold then take the number and offer to call back as
soon as possible
bull After getting back on the phone thank the guest for waiting
Transferring a call
bull Guest calls should be transferred only when absolutely necessary
bull Seeking permission to transfer the call and telling himher exactly the reason for
transferring and to
whom the call is being transferred to
bull Ensure the person receiving the call gets on line
bull Give the details of the call before officer leave the line
When the person the officer is transferring the call to is not available or busy
bull Apologize for it and offer to help
bull Take a message if required
bull Write down the callerrsquos name organizationrsquos name telephone number and a short
message of the reason for the call
bull Pass on the message to the person who officer was trying to transfer the call
immediately by email text message or short note
When receiving a call while a guest is in front of BSSO
bull If the call arrives when attending to a guest team members should seek permission
from the guest before answering the call
bull If itrsquos a call from any colleague irrespective of their seniority tell himher that you are
serving a guest and that you will call back Finish the call within 30 seconds
bull If it is a call from a guest explain that you are attending to another guest promise to
call back in a specific amount of time take the contact details and call back at the
promised time
bull If the call is from overseas seek permission of the guest in front and attend to the call
swiftly
When ending a call
bull Ask if there is anything else can do for the guest
bull Give the guest his name and contact details and invite them to call for any help
bull Thank them for calling and wait till the guest leaves the line before you leave the line
Outgoing calls
bull Outgoing calls should be made at time convenient to the guest
bull Greeting Eg Assalamu Alaikumgood morning SirMadam
bull Identify oneself clearly Eg ldquoMy name is lsquonamersquo I am the Branch manager of BRAC
Bank lsquoname ofrsquo branchrdquo
bull Ask for the guest [if he calls on a landline ldquoCan I speak to lsquonamersquordquo] or [if he is
calling on the guestrsquos mobile phone ldquoAm I speaking to MrMs lsquonamersquordquo]
bull Explain the reason for your call
bull Continue the conversation and finish the call in the same manner as incoming calls
bull Follow the guidelines of holding transferring and etiquettes as described for incoming
calls earlier
531 Email communication
a Template selection Professional and appropriate templates should be used as per brand
guidelines
b Names and salutation While drafting emails to external guests name of the recipient
must be correct Proper salutation [Mr Mrs Ms Dr etc] should be used
c Word selection Right words should be selected during drafting emails so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Emails should be concise
d Spelling and grammar Spelling and grammar must be checked twice for accuracy
before sending the email
e Identity of the person generating emails The person generating external and internal
emails should have the signature with the name designation department contact phone
numbers and email address The email signature should be as per the brand guidelines
f Manager awareness All external emails should be copied to the service point managers
or sectional managers Keep the CC and BCC to a minimum and only as required for
both external and internal emails
g Acknowledgements Acknowledge internal and external emails as required Request
external guests for acknowledgement
532 Handling guest complaints The team member receiving the complaint owns the
problem until it is handed over to the relevant person and is responsible to personally
introduce the guest to himher (face to face or over the phone) Thereafter the person who
the complaint and the guest was handed over to owns the problem All or some of the
more relevant steps should be taken based on the situation
To handle guest complaints Customer Service Officers need to take the following steps
a Calm down the guest The best way to help the guest to calm down is by giving
a window for the guest to vent the anger Take the guest to a private office room if
possible let the guest vent stay calm be polite listen and offer a soft drink or cool water
b Show empathy Genuinely show that the officers are feeling the same as the
guest is feeling ndash eg ldquoI understand how you feel please let me resolve this for yourdquo
Talking with the same intensity of emotion displayed by the guest This will help calm
down the guest
c Apologize Apologize for the service fault and for the inconvenience caused
d Listen and clarify Invite the guest to explain the problem Listen to the guestrsquos
problem completely and make required clarifications to understand the real situation
Write down all the details
e Re-frame Restate what is understood and ask for the guestrsquos confirmation for
accuracy of the understanding
f Speak gently and be calm Be soft spoken even if the guest gets angry and
disturbed Do not use inappropriate words or body language and do not respond to any
question with a direct ldquoNordquo Do not blame others take ownership of the problem Give
the guest an accurate clarification and possible options Do not make any promises that
cannot be kept
g Channel the complaint to the right person Decide if the officer can handle the
complaint If not it has to be channeled it to the right person based
h Respond immediately The person receiving the complaint directly from the
guest or passed on by a colleague should offer the guest alternatives and let himher
choose Offer the solution clearly and explain to the guest the steps which will be taken to
solve the problem The solution should be provided in the shortest possible time
i Present the solution positively Explaining to the guest exactly what they can do
rather than what cannot do eg instead of saying ldquoI canrsquot deliver the certificate todayrdquo
say ldquoI will make arrangement to deliver the certificate tomorrowrdquo Using appropriate
language to inform that they take responsibility on behalf of the bank to solve the
guestrsquos problem Convey urgency by using positive time based statements - eg ldquoright
awayrdquo ldquoimmediatelyrdquo ldquowithin an hourrdquo etc
j Educate Educating the guests thoroughly to prevent future problems
k Thank for the complaint Guests should be thanked for informing the bank
regarding the problems
l Follow up Writing a letter apologizing for the problem thank for bringing it to
the notice of the bank and stating the steps that will be taken to resolve the problem with
a clear time frame [within 24 hours for standard complaints]
m Informing line manager The line manager should be kept informed about the problem
immediately through e-mail or short note The relevant manager value center head or
business unit heads should be informed of complaints based on the criticalityseverity
levels
n Guest queries regarding the complaint Responding to any guest queries
regarding the status of the solution within 24 hours If they need more time keep the
guest informed
o Complaints that require investigations In terms of complaints requiring
investigation informing the guest of the likely time frame within 24 hours Ensuring that
team members do not delay resolving such complaints beyond 3 working days If it is
taking more than 3 working days keeping the guest updated of the new time frame
533 Service recovery process Guest Service Recovery Process is to convert the upset
or irate guest into a delighted guest who has directly complained to Customer Care
Service or had been handed over to them by a colleague according to the lsquoHandling Guest
Complaintsrsquo section above -
bull When a service breakdown occurs the guest needs to be taken care of in a manner that
makes himher feel very special and important
bull Due to the service breakdown if the guest is attempting to end the relationship with the
bank at any time of this process all attempts should be made to convince the guest to stay
with BRAC Bank and steps should be taken to resolve the issue
bull It is essential that the guest is kept updated once every 3 days (by the person who owns
the problem) to ensure that they do not feel that no action is being taken Progress of the
problem should be logged regularly
bull Once breakdown has been taken care of it is the duty of the concerned department to
send the guest a letter thanking himher for being a BRAC Bank guest and depending on
the value of the problem provide guest with value additions as per the bank policy (eg
gift waiver of charges etc)
534 Managing expectations This is required when a guest needs service or terms
beyond what is possible
bull Fully understanding the guestrsquos needs
bull Politely explain to the guest that it is beyond the current guidelines
bull Speaking to a manager and seeing how best they can accommodate the request
bull Get back to the guest and explaining what can be done and say that it is done under
special approval outside the current guidelines
bull Providing the service
Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited
Effective from January 01 2010
Liability amp Wealth Management Retail Banking
Triple Benefits Savings Account
Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000
Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly
Chequebook Issue Fee Free
Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000
Visa Debit Card fee (annual) Free
Savings - Classic
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Current Plus Account
Minimum Opening Deposit Tk 25000
Half Yearly Account Maintenance Fee Tk 25000 and above FreeBelow Tk 25000 Tk 500 Half-yearly
Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free
Current Classic Account
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 500 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Ezee Account (Non-Checking Account)
Minimum Opening Deposit Tk 5000
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 14
210 Guest seating Guest seating areas and facilities should be neat clean and
comfortable
211 Newspapers and magazines Always ensure the newspapers magazines and
periodicals provided in guest waiting areas are current
212 TV channels Appropriate TV channels such as news cartoons nature and sports
should be shown in the in-branch televisions wherever applicable Scary indecent
channels are prohibited Sound should be muted or at low level
213 Tissue box Guest care desk should have a box of facial tissues
214 Brochures and posters Brochures should be current and displayed in a manner that
it is inviting for the guests to pick them up Posters should be displayed prominently and
professionally
215 Plants Always ensure that plants inside and outside the premises are neatly placed
in clean vases and they should have fresh leaves
216 Desks and counters Desks and counters should be maintained in a professional and
uncluttered manner Papers should be filed and stored in the appropriate places
217 Computers and accessories Computers and accessories should be maintained
according to IT guidelines
218 Phones Avoid using phones of others for hygiene reasons however this guideline
does not apply in relation to serving our guest Use antiseptics at least once a day to clean
your phones Phones should be easily accessible
219 Wires Electric phone and computer wires should not be exposed
220 Fax and photocopy machines Fax and photocopy machines should be maintained
according to GAIS guidelines Papers should be kept only in the designated places
221 Water dispensers Water dispensers should be kept only in the dining or other
appropriate place away from the visibility of the guests
222 Crockery amp cutlery Crockery amp cutlery should be in good shape and they should
be stored in a clean and a hygienic manner Tea coffee milk sugar etc should be also
stored in a hygienic and neat manner
223 Toilet There should be no bad smell in the toilets There should be dry floors clean
basins clean towels soaps and toilet rolls Toilets should be cleaned regularly and air
freshener should be in place
224 Towels and linen Towels and linen should not be kept in visible locations They
should be stored in a designated location Fresh clean towels should be available
everyday
225 ATMS ATM booths should be well lit clean insect-free and well maintained Air
temperature must be maintained at comfortable level Brochure stands should be clean
and contain current brochures
226 Guest locker room The lockers should be maintained well Mirrors tables and
seating arrangements should be clean Locker rooms should not be cluttered
227 Store room Store rooms should be orderly neat and clean
228 Non-smoking premises All BRAC Bank premises other than designated smoking
areas are smoke-free zones
3 PAPERS
Papers deal with the documents we use to provide amp receive information and
communicate with our guests and colleagues
31 Paper selection Outgoing letters should be printed on BRAC Bank letter heads
according to the template provided for routine letters and as required for ad hoc letters
32 Names and salutation While drafting letters name of the recipient and salutation
should be correct The most appropriate salutation should be used
33 Word selection Right words should be selected during drafting letters so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Letters should not be unnecessarily long Letters should be concise and
elegant
34 Identity of the person generating external letters Where applicable the person
generating external letters should sign on the name designation contact phone number
and email address
35 Spelling and grammar The accuracy of letters [information spelling and grammar]
should be ensured A second person should proof read all letters before printing and
posting of the letters
36 Printing and signing of letters Ensure the papers and inks are of good quality A
good quality pen should be used for signing of documents
37 Manager awareness Where applicable all external letters must be seen by the
service point manager or sectional manager before [or after in case of urgent letters] they
are sent
38 Envelopes Appropriate envelope size should be used and the address should be
placed properly as per brand guidelines
39 Forms Guest should be guided to fill documents such as charge documents [which
has a legal implication if NOT filled by the guest] Ensure they are filled completely
accurately and neatly by double checking the supporting documents Make sure the forms
are checked and signed by the guest Forms filled for internal purposes such as leave or
requisitions should be filled completely accurately and neatly
310 Reports Reports generated for external or internal purposes should be checked for
accuracy and should be professionally prepared and presented
4 PROCESSES
41 All team members should be fully aware of and fully understand the processes
relating to the servicing of our guests
42 All team members should support each other in ensuring the effective and efficient
implementation of processes
43 All team members should provide suggestions to improve process as and when they
feel the need for it
44 All team members should take part in a quality circle and share process improvement
ideas at least once a month
45 All processes should be delivered according to the BRAC Bank standards as
documented in the ldquoGuest Experience Standards Manualrdquo
5 PRACTICES
This deals with the practices required to ensure a heartfelt interaction to provide a
memorable experience to guests every time they interact with the bank It deals with
ensuring a warm welcome fulfilling the expressed and unexpressed needs of the guests
and bidding a fond farewell Team membersrsquo communication may be in Bangla English
or any other language deemed appropriate
51 First Impression is the last impression Focus on creating a positive first
impression by attending to the guests professionally and in a friendly manner
52 Smile and eye contact Team members should have a genuine smile and maintain
eye contact while talking to a guest
53 Hand shake Team members should not extend their hand to guests and colleagues
of the opposite gender Team members should extend their hand to guests and colleagues
of the same gender Irrespective of gender if the guest initiates a hand shake the team
member should respond in a culturally acceptable manner Those team members who
prefer not to shake hands should greet in an appropriate and respectful manner if guests
or colleagues extend their hands However for frontline team members who are seated
behind counters it may not be possible to shake hands In this case they must extend a
heartfelt welcome to their guests
54 Seating Please allow your guests to take a seat first and then seat yourself
55 Full attention When attending to the guest team members should provide undivided
attention
56 Greeting
1048633 Team members The closest team member should greet the guest within 30 seconds of
their entering the premises Use appropriate greeting based on the time of the day Eg
Assalamu Alaikumgood morning madam Welcome to BRAC Bank my name is
ldquonamerdquo I am your rdquodesignationrdquo
57 Ask how the guest wants to be helped The sample scripts for respective team
members are given below
1048633 Service providing officer and managers ldquoMadam I can help yourdquo or ldquoI am at your
service todayrdquo or ldquoWhat can I do for you todayrdquo or ldquoIs there anything specific I can help
you with todayrdquo When practical personally escort them to the relevant counterdesk
introduce the guest and describe the need to the person who will provide the service as
much as possible If not direct them to the waiting area and ask them to take a seat or
join the line
1048633 Thereafter attend to the need swiftly
58 Service time Every guest must receive service within the time stipulated in the
ldquoGuest Experience Standards Manualrdquo
59 Offer refreshments All guests who are served at the desk of an officermanager
should be offered teawater or as appropriate Please ensure that the guest receives the
drinkrefreshment before it is served to the team member
510 Body posture in front of the guest If frontline officers are sitting across the table
in front of the guest maintain upright posture and keep their hands on the table if
officers are standing in front of the guest maintain a straight but relaxed posture
511 Adjust to guestrsquos pace Remember the pace of the guest will always be different to
yours slow down or speed up to the pace of the guests Speak in the same
languagedialect of the guests as much as appropriate
512 Treat guests with respect Team members should have a respectful attitude
towards the guests
513 Understand the guestrsquos needs Use observation active listening and questioning
techniques to understand the specific needs of the guest and fulfill the needs
514 Serve them efficiently Guests should be served swiftly Body language should
reflect a sense of purpose professionalism and promptness
515 Never say lsquonorsquo Always find a way to sayrsquo yesrsquo An officer should talk to manager
and get lsquoapprovalrsquo if officers have to say lsquoNorsquo Always display a positive attitude
516 Conversation content Ensuring that officers talk with guests clearly and in a
concise manner Avoid talking to guests using technical language [Jargon]
517 Promises Take care to ensure that promises made can be fulfilled
518 How to say it There are certain statements and phrases that irritate almost all
guests You may say (and mean) something and it may mean something else to the guest
as given in the table below Suggested positive phrases given below should be used
Tailor-make it as needed
519 Maintain composure At no time can a team member be rude or lose hisher temper
with the guest even if the guest loses hisher temper
520 Handling angry guests If the guest shouts or becomes very angry in front of other
guests take himher to a private area and follow the complaint handling procedure
521 Help to buy Team members should assist and support the guest to make the right
purchase decision (eg By explaining product details promotions benefits limitations
etc) The financial standing of the guest should be considered when offering products
and they should know all
charges upfront (eg when a garments factory worker open an account only for DPS of
500= for 4 years officers have to be careful about offering a savings account where
customer has to pay ( TK 800 + TK 520 ) + 15 vat total 1518= per year That is will be
very difficult for the guest who has a monthly salary of around Tk 2000=)
522 Guests who will buy later If a guest prefers to buy later heshe should be thanked
for coming to BRAC Bank and politely requested to come again Obtain the details of
guest (name address amp contact details)
523 If officers are busy serving another guest If officers are currently serving a guest
and a another guest comes for his assistance acknowledge the new guest excuse from
the current guest greeting the new guest and introducing himher to another team
member who could assist If no other team member is around then inform the guest that
the officer will attend himher within X minutes Saying ldquoGood morning madamsir
MrMs lsquonamersquo here will assist you until I finish serving this guestrdquo or ldquoGood morning
madamsir I will be with you as soon as I finish serving this guest would you please take
a seat till thenrdquo
524 When officer get back to the guest At the point officer revert to the guest
apologize to the guest Saying ldquoSirMadam sorry to have kept you waitingrdquo
525 Referring to someone else An officer should avoid referring to someone else as
much as possible In the event an officer has to refer the guest to somebody else make
sure it is the right person Guest should be escorted to the right person All information
that the guest shared with the previous officer should be conveyed to the other person
526 Unprofessional behavior Do not have meals snacks drinks unrelated discussions
with colleagues and take personal calls in front of guests Do not leave the desk
unnecessarily and for prolonged periods DO NOT chew lsquopaanrsquotobaccogum bite nails
itch belch spit yawn pick nose in front of team members and guests
527 Bid a fond farewell to the guest Team members should see guests off at the door
bid them a fond farewell and invite them to come again as much as practical
528 Visiting Guests
a When visiting a guestrsquos premises team members should wait for the guest to signal
them to take a seat
b Team members must ask guestrsquos permission before placing any personal item such as
mobile phones files glasses and so forth on the guests table
c Using facilities Team members must ask guestrsquos permission before using any facility
(like washroom) at hisher premise
d Posture Team members must maintain professional posture and purposeful demeanor
in front of guests at all times
e Interruptions Team members must turn off mobile phones (or put on silent mode)
while at guest premises If the team member must answer the phone case of emergencies
permission must be sought at the beginning of the conversation
529 Meeting guests outside work
If team members happen to meet guests outside BBL premises in a social gathering
(party shopping mall etc) heshe must present himherself in a
professional yet friendly manner
530 Telephone etiquette
Standards
bull All phone calls from the PABX to guest service points are answered within 3 rings
bull Phone banking guests must be answered within 60 seconds of requesting for agentrsquos
assistance 90 of the queries should be completed within 90 seconds
Open the telephone call
bull Smile as answer and speak on the phone
bull The welcome greeting should be appropriate to the time of call Eg ldquoGood morning
SirMadamrdquo
bull Identify bank name and department Eg ldquoWelcome to BRAC bank I am lsquonamersquo From
lsquoname ofrsquo Branchrdquo
bull Find out the guestrsquos name Eg ldquoMay I know your name pleaserdquo
bull Offer to help Eg ldquoHow can I help yourdquo
bull For calls to mobile phone say ldquoHello this is lsquonamersquo how can I help yourdquo
The body of the telephone call
bull Continue to smile as the officer speaks on the phone
bull Listen attentively until the guest finishes speaking
bull Make sure the guest knows you are on line and listening with appropriate responses as
they speak
bull Pace the guest [match the language tone mood speed of the guest]
bull Speak in natural voice
bull Use a clear voice
bull Speak in an efficient caring and friendly manner
bull Direct the conversation towards a positive and efficient conclusion
bull Do not use jargons [technical terms] during the conversation
bull Do not eat drink chew make noises and yawn during the phone call
bull Always hold the receiver with the hand and place it close to the mouth and ear
accurately
bull If the guest becomes angry upset and shouts maintain composure and listen
empathize pace and try to resolve the problem In case the problem cannot be solved
promise to direct it to a senior team member who can resolve it immediately The senior
team member should call write to and if necessary visit the guest to ensure resolution of
the problem
Putting the guest on hold
bull Guest should be put on hold only when absolutely necessary
bull Explain the reason why it is required to put himher on hold
bull Request for permission and tell himher exactly how long heshe will be kept on hold
bull If the guest says that heshe cannot hold then take the number and offer to call back as
soon as possible
bull After getting back on the phone thank the guest for waiting
Transferring a call
bull Guest calls should be transferred only when absolutely necessary
bull Seeking permission to transfer the call and telling himher exactly the reason for
transferring and to
whom the call is being transferred to
bull Ensure the person receiving the call gets on line
bull Give the details of the call before officer leave the line
When the person the officer is transferring the call to is not available or busy
bull Apologize for it and offer to help
bull Take a message if required
bull Write down the callerrsquos name organizationrsquos name telephone number and a short
message of the reason for the call
bull Pass on the message to the person who officer was trying to transfer the call
immediately by email text message or short note
When receiving a call while a guest is in front of BSSO
bull If the call arrives when attending to a guest team members should seek permission
from the guest before answering the call
bull If itrsquos a call from any colleague irrespective of their seniority tell himher that you are
serving a guest and that you will call back Finish the call within 30 seconds
bull If it is a call from a guest explain that you are attending to another guest promise to
call back in a specific amount of time take the contact details and call back at the
promised time
bull If the call is from overseas seek permission of the guest in front and attend to the call
swiftly
When ending a call
bull Ask if there is anything else can do for the guest
bull Give the guest his name and contact details and invite them to call for any help
bull Thank them for calling and wait till the guest leaves the line before you leave the line
Outgoing calls
bull Outgoing calls should be made at time convenient to the guest
bull Greeting Eg Assalamu Alaikumgood morning SirMadam
bull Identify oneself clearly Eg ldquoMy name is lsquonamersquo I am the Branch manager of BRAC
Bank lsquoname ofrsquo branchrdquo
bull Ask for the guest [if he calls on a landline ldquoCan I speak to lsquonamersquordquo] or [if he is
calling on the guestrsquos mobile phone ldquoAm I speaking to MrMs lsquonamersquordquo]
bull Explain the reason for your call
bull Continue the conversation and finish the call in the same manner as incoming calls
bull Follow the guidelines of holding transferring and etiquettes as described for incoming
calls earlier
531 Email communication
a Template selection Professional and appropriate templates should be used as per brand
guidelines
b Names and salutation While drafting emails to external guests name of the recipient
must be correct Proper salutation [Mr Mrs Ms Dr etc] should be used
c Word selection Right words should be selected during drafting emails so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Emails should be concise
d Spelling and grammar Spelling and grammar must be checked twice for accuracy
before sending the email
e Identity of the person generating emails The person generating external and internal
emails should have the signature with the name designation department contact phone
numbers and email address The email signature should be as per the brand guidelines
f Manager awareness All external emails should be copied to the service point managers
or sectional managers Keep the CC and BCC to a minimum and only as required for
both external and internal emails
g Acknowledgements Acknowledge internal and external emails as required Request
external guests for acknowledgement
532 Handling guest complaints The team member receiving the complaint owns the
problem until it is handed over to the relevant person and is responsible to personally
introduce the guest to himher (face to face or over the phone) Thereafter the person who
the complaint and the guest was handed over to owns the problem All or some of the
more relevant steps should be taken based on the situation
To handle guest complaints Customer Service Officers need to take the following steps
a Calm down the guest The best way to help the guest to calm down is by giving
a window for the guest to vent the anger Take the guest to a private office room if
possible let the guest vent stay calm be polite listen and offer a soft drink or cool water
b Show empathy Genuinely show that the officers are feeling the same as the
guest is feeling ndash eg ldquoI understand how you feel please let me resolve this for yourdquo
Talking with the same intensity of emotion displayed by the guest This will help calm
down the guest
c Apologize Apologize for the service fault and for the inconvenience caused
d Listen and clarify Invite the guest to explain the problem Listen to the guestrsquos
problem completely and make required clarifications to understand the real situation
Write down all the details
e Re-frame Restate what is understood and ask for the guestrsquos confirmation for
accuracy of the understanding
f Speak gently and be calm Be soft spoken even if the guest gets angry and
disturbed Do not use inappropriate words or body language and do not respond to any
question with a direct ldquoNordquo Do not blame others take ownership of the problem Give
the guest an accurate clarification and possible options Do not make any promises that
cannot be kept
g Channel the complaint to the right person Decide if the officer can handle the
complaint If not it has to be channeled it to the right person based
h Respond immediately The person receiving the complaint directly from the
guest or passed on by a colleague should offer the guest alternatives and let himher
choose Offer the solution clearly and explain to the guest the steps which will be taken to
solve the problem The solution should be provided in the shortest possible time
i Present the solution positively Explaining to the guest exactly what they can do
rather than what cannot do eg instead of saying ldquoI canrsquot deliver the certificate todayrdquo
say ldquoI will make arrangement to deliver the certificate tomorrowrdquo Using appropriate
language to inform that they take responsibility on behalf of the bank to solve the
guestrsquos problem Convey urgency by using positive time based statements - eg ldquoright
awayrdquo ldquoimmediatelyrdquo ldquowithin an hourrdquo etc
j Educate Educating the guests thoroughly to prevent future problems
k Thank for the complaint Guests should be thanked for informing the bank
regarding the problems
l Follow up Writing a letter apologizing for the problem thank for bringing it to
the notice of the bank and stating the steps that will be taken to resolve the problem with
a clear time frame [within 24 hours for standard complaints]
m Informing line manager The line manager should be kept informed about the problem
immediately through e-mail or short note The relevant manager value center head or
business unit heads should be informed of complaints based on the criticalityseverity
levels
n Guest queries regarding the complaint Responding to any guest queries
regarding the status of the solution within 24 hours If they need more time keep the
guest informed
o Complaints that require investigations In terms of complaints requiring
investigation informing the guest of the likely time frame within 24 hours Ensuring that
team members do not delay resolving such complaints beyond 3 working days If it is
taking more than 3 working days keeping the guest updated of the new time frame
533 Service recovery process Guest Service Recovery Process is to convert the upset
or irate guest into a delighted guest who has directly complained to Customer Care
Service or had been handed over to them by a colleague according to the lsquoHandling Guest
Complaintsrsquo section above -
bull When a service breakdown occurs the guest needs to be taken care of in a manner that
makes himher feel very special and important
bull Due to the service breakdown if the guest is attempting to end the relationship with the
bank at any time of this process all attempts should be made to convince the guest to stay
with BRAC Bank and steps should be taken to resolve the issue
bull It is essential that the guest is kept updated once every 3 days (by the person who owns
the problem) to ensure that they do not feel that no action is being taken Progress of the
problem should be logged regularly
bull Once breakdown has been taken care of it is the duty of the concerned department to
send the guest a letter thanking himher for being a BRAC Bank guest and depending on
the value of the problem provide guest with value additions as per the bank policy (eg
gift waiver of charges etc)
534 Managing expectations This is required when a guest needs service or terms
beyond what is possible
bull Fully understanding the guestrsquos needs
bull Politely explain to the guest that it is beyond the current guidelines
bull Speaking to a manager and seeing how best they can accommodate the request
bull Get back to the guest and explaining what can be done and say that it is done under
special approval outside the current guidelines
bull Providing the service
Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited
Effective from January 01 2010
Liability amp Wealth Management Retail Banking
Triple Benefits Savings Account
Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000
Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly
Chequebook Issue Fee Free
Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000
Visa Debit Card fee (annual) Free
Savings - Classic
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Current Plus Account
Minimum Opening Deposit Tk 25000
Half Yearly Account Maintenance Fee Tk 25000 and above FreeBelow Tk 25000 Tk 500 Half-yearly
Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free
Current Classic Account
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 500 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Ezee Account (Non-Checking Account)
Minimum Opening Deposit Tk 5000
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 15
220 Fax and photocopy machines Fax and photocopy machines should be maintained
according to GAIS guidelines Papers should be kept only in the designated places
221 Water dispensers Water dispensers should be kept only in the dining or other
appropriate place away from the visibility of the guests
222 Crockery amp cutlery Crockery amp cutlery should be in good shape and they should
be stored in a clean and a hygienic manner Tea coffee milk sugar etc should be also
stored in a hygienic and neat manner
223 Toilet There should be no bad smell in the toilets There should be dry floors clean
basins clean towels soaps and toilet rolls Toilets should be cleaned regularly and air
freshener should be in place
224 Towels and linen Towels and linen should not be kept in visible locations They
should be stored in a designated location Fresh clean towels should be available
everyday
225 ATMS ATM booths should be well lit clean insect-free and well maintained Air
temperature must be maintained at comfortable level Brochure stands should be clean
and contain current brochures
226 Guest locker room The lockers should be maintained well Mirrors tables and
seating arrangements should be clean Locker rooms should not be cluttered
227 Store room Store rooms should be orderly neat and clean
228 Non-smoking premises All BRAC Bank premises other than designated smoking
areas are smoke-free zones
3 PAPERS
Papers deal with the documents we use to provide amp receive information and
communicate with our guests and colleagues
31 Paper selection Outgoing letters should be printed on BRAC Bank letter heads
according to the template provided for routine letters and as required for ad hoc letters
32 Names and salutation While drafting letters name of the recipient and salutation
should be correct The most appropriate salutation should be used
33 Word selection Right words should be selected during drafting letters so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Letters should not be unnecessarily long Letters should be concise and
elegant
34 Identity of the person generating external letters Where applicable the person
generating external letters should sign on the name designation contact phone number
and email address
35 Spelling and grammar The accuracy of letters [information spelling and grammar]
should be ensured A second person should proof read all letters before printing and
posting of the letters
36 Printing and signing of letters Ensure the papers and inks are of good quality A
good quality pen should be used for signing of documents
37 Manager awareness Where applicable all external letters must be seen by the
service point manager or sectional manager before [or after in case of urgent letters] they
are sent
38 Envelopes Appropriate envelope size should be used and the address should be
placed properly as per brand guidelines
39 Forms Guest should be guided to fill documents such as charge documents [which
has a legal implication if NOT filled by the guest] Ensure they are filled completely
accurately and neatly by double checking the supporting documents Make sure the forms
are checked and signed by the guest Forms filled for internal purposes such as leave or
requisitions should be filled completely accurately and neatly
310 Reports Reports generated for external or internal purposes should be checked for
accuracy and should be professionally prepared and presented
4 PROCESSES
41 All team members should be fully aware of and fully understand the processes
relating to the servicing of our guests
42 All team members should support each other in ensuring the effective and efficient
implementation of processes
43 All team members should provide suggestions to improve process as and when they
feel the need for it
44 All team members should take part in a quality circle and share process improvement
ideas at least once a month
45 All processes should be delivered according to the BRAC Bank standards as
documented in the ldquoGuest Experience Standards Manualrdquo
5 PRACTICES
This deals with the practices required to ensure a heartfelt interaction to provide a
memorable experience to guests every time they interact with the bank It deals with
ensuring a warm welcome fulfilling the expressed and unexpressed needs of the guests
and bidding a fond farewell Team membersrsquo communication may be in Bangla English
or any other language deemed appropriate
51 First Impression is the last impression Focus on creating a positive first
impression by attending to the guests professionally and in a friendly manner
52 Smile and eye contact Team members should have a genuine smile and maintain
eye contact while talking to a guest
53 Hand shake Team members should not extend their hand to guests and colleagues
of the opposite gender Team members should extend their hand to guests and colleagues
of the same gender Irrespective of gender if the guest initiates a hand shake the team
member should respond in a culturally acceptable manner Those team members who
prefer not to shake hands should greet in an appropriate and respectful manner if guests
or colleagues extend their hands However for frontline team members who are seated
behind counters it may not be possible to shake hands In this case they must extend a
heartfelt welcome to their guests
54 Seating Please allow your guests to take a seat first and then seat yourself
55 Full attention When attending to the guest team members should provide undivided
attention
56 Greeting
1048633 Team members The closest team member should greet the guest within 30 seconds of
their entering the premises Use appropriate greeting based on the time of the day Eg
Assalamu Alaikumgood morning madam Welcome to BRAC Bank my name is
ldquonamerdquo I am your rdquodesignationrdquo
57 Ask how the guest wants to be helped The sample scripts for respective team
members are given below
1048633 Service providing officer and managers ldquoMadam I can help yourdquo or ldquoI am at your
service todayrdquo or ldquoWhat can I do for you todayrdquo or ldquoIs there anything specific I can help
you with todayrdquo When practical personally escort them to the relevant counterdesk
introduce the guest and describe the need to the person who will provide the service as
much as possible If not direct them to the waiting area and ask them to take a seat or
join the line
1048633 Thereafter attend to the need swiftly
58 Service time Every guest must receive service within the time stipulated in the
ldquoGuest Experience Standards Manualrdquo
59 Offer refreshments All guests who are served at the desk of an officermanager
should be offered teawater or as appropriate Please ensure that the guest receives the
drinkrefreshment before it is served to the team member
510 Body posture in front of the guest If frontline officers are sitting across the table
in front of the guest maintain upright posture and keep their hands on the table if
officers are standing in front of the guest maintain a straight but relaxed posture
511 Adjust to guestrsquos pace Remember the pace of the guest will always be different to
yours slow down or speed up to the pace of the guests Speak in the same
languagedialect of the guests as much as appropriate
512 Treat guests with respect Team members should have a respectful attitude
towards the guests
513 Understand the guestrsquos needs Use observation active listening and questioning
techniques to understand the specific needs of the guest and fulfill the needs
514 Serve them efficiently Guests should be served swiftly Body language should
reflect a sense of purpose professionalism and promptness
515 Never say lsquonorsquo Always find a way to sayrsquo yesrsquo An officer should talk to manager
and get lsquoapprovalrsquo if officers have to say lsquoNorsquo Always display a positive attitude
516 Conversation content Ensuring that officers talk with guests clearly and in a
concise manner Avoid talking to guests using technical language [Jargon]
517 Promises Take care to ensure that promises made can be fulfilled
518 How to say it There are certain statements and phrases that irritate almost all
guests You may say (and mean) something and it may mean something else to the guest
as given in the table below Suggested positive phrases given below should be used
Tailor-make it as needed
519 Maintain composure At no time can a team member be rude or lose hisher temper
with the guest even if the guest loses hisher temper
520 Handling angry guests If the guest shouts or becomes very angry in front of other
guests take himher to a private area and follow the complaint handling procedure
521 Help to buy Team members should assist and support the guest to make the right
purchase decision (eg By explaining product details promotions benefits limitations
etc) The financial standing of the guest should be considered when offering products
and they should know all
charges upfront (eg when a garments factory worker open an account only for DPS of
500= for 4 years officers have to be careful about offering a savings account where
customer has to pay ( TK 800 + TK 520 ) + 15 vat total 1518= per year That is will be
very difficult for the guest who has a monthly salary of around Tk 2000=)
522 Guests who will buy later If a guest prefers to buy later heshe should be thanked
for coming to BRAC Bank and politely requested to come again Obtain the details of
guest (name address amp contact details)
523 If officers are busy serving another guest If officers are currently serving a guest
and a another guest comes for his assistance acknowledge the new guest excuse from
the current guest greeting the new guest and introducing himher to another team
member who could assist If no other team member is around then inform the guest that
the officer will attend himher within X minutes Saying ldquoGood morning madamsir
MrMs lsquonamersquo here will assist you until I finish serving this guestrdquo or ldquoGood morning
madamsir I will be with you as soon as I finish serving this guest would you please take
a seat till thenrdquo
524 When officer get back to the guest At the point officer revert to the guest
apologize to the guest Saying ldquoSirMadam sorry to have kept you waitingrdquo
525 Referring to someone else An officer should avoid referring to someone else as
much as possible In the event an officer has to refer the guest to somebody else make
sure it is the right person Guest should be escorted to the right person All information
that the guest shared with the previous officer should be conveyed to the other person
526 Unprofessional behavior Do not have meals snacks drinks unrelated discussions
with colleagues and take personal calls in front of guests Do not leave the desk
unnecessarily and for prolonged periods DO NOT chew lsquopaanrsquotobaccogum bite nails
itch belch spit yawn pick nose in front of team members and guests
527 Bid a fond farewell to the guest Team members should see guests off at the door
bid them a fond farewell and invite them to come again as much as practical
528 Visiting Guests
a When visiting a guestrsquos premises team members should wait for the guest to signal
them to take a seat
b Team members must ask guestrsquos permission before placing any personal item such as
mobile phones files glasses and so forth on the guests table
c Using facilities Team members must ask guestrsquos permission before using any facility
(like washroom) at hisher premise
d Posture Team members must maintain professional posture and purposeful demeanor
in front of guests at all times
e Interruptions Team members must turn off mobile phones (or put on silent mode)
while at guest premises If the team member must answer the phone case of emergencies
permission must be sought at the beginning of the conversation
529 Meeting guests outside work
If team members happen to meet guests outside BBL premises in a social gathering
(party shopping mall etc) heshe must present himherself in a
professional yet friendly manner
530 Telephone etiquette
Standards
bull All phone calls from the PABX to guest service points are answered within 3 rings
bull Phone banking guests must be answered within 60 seconds of requesting for agentrsquos
assistance 90 of the queries should be completed within 90 seconds
Open the telephone call
bull Smile as answer and speak on the phone
bull The welcome greeting should be appropriate to the time of call Eg ldquoGood morning
SirMadamrdquo
bull Identify bank name and department Eg ldquoWelcome to BRAC bank I am lsquonamersquo From
lsquoname ofrsquo Branchrdquo
bull Find out the guestrsquos name Eg ldquoMay I know your name pleaserdquo
bull Offer to help Eg ldquoHow can I help yourdquo
bull For calls to mobile phone say ldquoHello this is lsquonamersquo how can I help yourdquo
The body of the telephone call
bull Continue to smile as the officer speaks on the phone
bull Listen attentively until the guest finishes speaking
bull Make sure the guest knows you are on line and listening with appropriate responses as
they speak
bull Pace the guest [match the language tone mood speed of the guest]
bull Speak in natural voice
bull Use a clear voice
bull Speak in an efficient caring and friendly manner
bull Direct the conversation towards a positive and efficient conclusion
bull Do not use jargons [technical terms] during the conversation
bull Do not eat drink chew make noises and yawn during the phone call
bull Always hold the receiver with the hand and place it close to the mouth and ear
accurately
bull If the guest becomes angry upset and shouts maintain composure and listen
empathize pace and try to resolve the problem In case the problem cannot be solved
promise to direct it to a senior team member who can resolve it immediately The senior
team member should call write to and if necessary visit the guest to ensure resolution of
the problem
Putting the guest on hold
bull Guest should be put on hold only when absolutely necessary
bull Explain the reason why it is required to put himher on hold
bull Request for permission and tell himher exactly how long heshe will be kept on hold
bull If the guest says that heshe cannot hold then take the number and offer to call back as
soon as possible
bull After getting back on the phone thank the guest for waiting
Transferring a call
bull Guest calls should be transferred only when absolutely necessary
bull Seeking permission to transfer the call and telling himher exactly the reason for
transferring and to
whom the call is being transferred to
bull Ensure the person receiving the call gets on line
bull Give the details of the call before officer leave the line
When the person the officer is transferring the call to is not available or busy
bull Apologize for it and offer to help
bull Take a message if required
bull Write down the callerrsquos name organizationrsquos name telephone number and a short
message of the reason for the call
bull Pass on the message to the person who officer was trying to transfer the call
immediately by email text message or short note
When receiving a call while a guest is in front of BSSO
bull If the call arrives when attending to a guest team members should seek permission
from the guest before answering the call
bull If itrsquos a call from any colleague irrespective of their seniority tell himher that you are
serving a guest and that you will call back Finish the call within 30 seconds
bull If it is a call from a guest explain that you are attending to another guest promise to
call back in a specific amount of time take the contact details and call back at the
promised time
bull If the call is from overseas seek permission of the guest in front and attend to the call
swiftly
When ending a call
bull Ask if there is anything else can do for the guest
bull Give the guest his name and contact details and invite them to call for any help
bull Thank them for calling and wait till the guest leaves the line before you leave the line
Outgoing calls
bull Outgoing calls should be made at time convenient to the guest
bull Greeting Eg Assalamu Alaikumgood morning SirMadam
bull Identify oneself clearly Eg ldquoMy name is lsquonamersquo I am the Branch manager of BRAC
Bank lsquoname ofrsquo branchrdquo
bull Ask for the guest [if he calls on a landline ldquoCan I speak to lsquonamersquordquo] or [if he is
calling on the guestrsquos mobile phone ldquoAm I speaking to MrMs lsquonamersquordquo]
bull Explain the reason for your call
bull Continue the conversation and finish the call in the same manner as incoming calls
bull Follow the guidelines of holding transferring and etiquettes as described for incoming
calls earlier
531 Email communication
a Template selection Professional and appropriate templates should be used as per brand
guidelines
b Names and salutation While drafting emails to external guests name of the recipient
must be correct Proper salutation [Mr Mrs Ms Dr etc] should be used
c Word selection Right words should be selected during drafting emails so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Emails should be concise
d Spelling and grammar Spelling and grammar must be checked twice for accuracy
before sending the email
e Identity of the person generating emails The person generating external and internal
emails should have the signature with the name designation department contact phone
numbers and email address The email signature should be as per the brand guidelines
f Manager awareness All external emails should be copied to the service point managers
or sectional managers Keep the CC and BCC to a minimum and only as required for
both external and internal emails
g Acknowledgements Acknowledge internal and external emails as required Request
external guests for acknowledgement
532 Handling guest complaints The team member receiving the complaint owns the
problem until it is handed over to the relevant person and is responsible to personally
introduce the guest to himher (face to face or over the phone) Thereafter the person who
the complaint and the guest was handed over to owns the problem All or some of the
more relevant steps should be taken based on the situation
To handle guest complaints Customer Service Officers need to take the following steps
a Calm down the guest The best way to help the guest to calm down is by giving
a window for the guest to vent the anger Take the guest to a private office room if
possible let the guest vent stay calm be polite listen and offer a soft drink or cool water
b Show empathy Genuinely show that the officers are feeling the same as the
guest is feeling ndash eg ldquoI understand how you feel please let me resolve this for yourdquo
Talking with the same intensity of emotion displayed by the guest This will help calm
down the guest
c Apologize Apologize for the service fault and for the inconvenience caused
d Listen and clarify Invite the guest to explain the problem Listen to the guestrsquos
problem completely and make required clarifications to understand the real situation
Write down all the details
e Re-frame Restate what is understood and ask for the guestrsquos confirmation for
accuracy of the understanding
f Speak gently and be calm Be soft spoken even if the guest gets angry and
disturbed Do not use inappropriate words or body language and do not respond to any
question with a direct ldquoNordquo Do not blame others take ownership of the problem Give
the guest an accurate clarification and possible options Do not make any promises that
cannot be kept
g Channel the complaint to the right person Decide if the officer can handle the
complaint If not it has to be channeled it to the right person based
h Respond immediately The person receiving the complaint directly from the
guest or passed on by a colleague should offer the guest alternatives and let himher
choose Offer the solution clearly and explain to the guest the steps which will be taken to
solve the problem The solution should be provided in the shortest possible time
i Present the solution positively Explaining to the guest exactly what they can do
rather than what cannot do eg instead of saying ldquoI canrsquot deliver the certificate todayrdquo
say ldquoI will make arrangement to deliver the certificate tomorrowrdquo Using appropriate
language to inform that they take responsibility on behalf of the bank to solve the
guestrsquos problem Convey urgency by using positive time based statements - eg ldquoright
awayrdquo ldquoimmediatelyrdquo ldquowithin an hourrdquo etc
j Educate Educating the guests thoroughly to prevent future problems
k Thank for the complaint Guests should be thanked for informing the bank
regarding the problems
l Follow up Writing a letter apologizing for the problem thank for bringing it to
the notice of the bank and stating the steps that will be taken to resolve the problem with
a clear time frame [within 24 hours for standard complaints]
m Informing line manager The line manager should be kept informed about the problem
immediately through e-mail or short note The relevant manager value center head or
business unit heads should be informed of complaints based on the criticalityseverity
levels
n Guest queries regarding the complaint Responding to any guest queries
regarding the status of the solution within 24 hours If they need more time keep the
guest informed
o Complaints that require investigations In terms of complaints requiring
investigation informing the guest of the likely time frame within 24 hours Ensuring that
team members do not delay resolving such complaints beyond 3 working days If it is
taking more than 3 working days keeping the guest updated of the new time frame
533 Service recovery process Guest Service Recovery Process is to convert the upset
or irate guest into a delighted guest who has directly complained to Customer Care
Service or had been handed over to them by a colleague according to the lsquoHandling Guest
Complaintsrsquo section above -
bull When a service breakdown occurs the guest needs to be taken care of in a manner that
makes himher feel very special and important
bull Due to the service breakdown if the guest is attempting to end the relationship with the
bank at any time of this process all attempts should be made to convince the guest to stay
with BRAC Bank and steps should be taken to resolve the issue
bull It is essential that the guest is kept updated once every 3 days (by the person who owns
the problem) to ensure that they do not feel that no action is being taken Progress of the
problem should be logged regularly
bull Once breakdown has been taken care of it is the duty of the concerned department to
send the guest a letter thanking himher for being a BRAC Bank guest and depending on
the value of the problem provide guest with value additions as per the bank policy (eg
gift waiver of charges etc)
534 Managing expectations This is required when a guest needs service or terms
beyond what is possible
bull Fully understanding the guestrsquos needs
bull Politely explain to the guest that it is beyond the current guidelines
bull Speaking to a manager and seeing how best they can accommodate the request
bull Get back to the guest and explaining what can be done and say that it is done under
special approval outside the current guidelines
bull Providing the service
Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited
Effective from January 01 2010
Liability amp Wealth Management Retail Banking
Triple Benefits Savings Account
Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000
Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly
Chequebook Issue Fee Free
Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000
Visa Debit Card fee (annual) Free
Savings - Classic
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Current Plus Account
Minimum Opening Deposit Tk 25000
Half Yearly Account Maintenance Fee Tk 25000 and above FreeBelow Tk 25000 Tk 500 Half-yearly
Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free
Current Classic Account
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 500 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Ezee Account (Non-Checking Account)
Minimum Opening Deposit Tk 5000
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 16
Papers deal with the documents we use to provide amp receive information and
communicate with our guests and colleagues
31 Paper selection Outgoing letters should be printed on BRAC Bank letter heads
according to the template provided for routine letters and as required for ad hoc letters
32 Names and salutation While drafting letters name of the recipient and salutation
should be correct The most appropriate salutation should be used
33 Word selection Right words should be selected during drafting letters so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Letters should not be unnecessarily long Letters should be concise and
elegant
34 Identity of the person generating external letters Where applicable the person
generating external letters should sign on the name designation contact phone number
and email address
35 Spelling and grammar The accuracy of letters [information spelling and grammar]
should be ensured A second person should proof read all letters before printing and
posting of the letters
36 Printing and signing of letters Ensure the papers and inks are of good quality A
good quality pen should be used for signing of documents
37 Manager awareness Where applicable all external letters must be seen by the
service point manager or sectional manager before [or after in case of urgent letters] they
are sent
38 Envelopes Appropriate envelope size should be used and the address should be
placed properly as per brand guidelines
39 Forms Guest should be guided to fill documents such as charge documents [which
has a legal implication if NOT filled by the guest] Ensure they are filled completely
accurately and neatly by double checking the supporting documents Make sure the forms
are checked and signed by the guest Forms filled for internal purposes such as leave or
requisitions should be filled completely accurately and neatly
310 Reports Reports generated for external or internal purposes should be checked for
accuracy and should be professionally prepared and presented
4 PROCESSES
41 All team members should be fully aware of and fully understand the processes
relating to the servicing of our guests
42 All team members should support each other in ensuring the effective and efficient
implementation of processes
43 All team members should provide suggestions to improve process as and when they
feel the need for it
44 All team members should take part in a quality circle and share process improvement
ideas at least once a month
45 All processes should be delivered according to the BRAC Bank standards as
documented in the ldquoGuest Experience Standards Manualrdquo
5 PRACTICES
This deals with the practices required to ensure a heartfelt interaction to provide a
memorable experience to guests every time they interact with the bank It deals with
ensuring a warm welcome fulfilling the expressed and unexpressed needs of the guests
and bidding a fond farewell Team membersrsquo communication may be in Bangla English
or any other language deemed appropriate
51 First Impression is the last impression Focus on creating a positive first
impression by attending to the guests professionally and in a friendly manner
52 Smile and eye contact Team members should have a genuine smile and maintain
eye contact while talking to a guest
53 Hand shake Team members should not extend their hand to guests and colleagues
of the opposite gender Team members should extend their hand to guests and colleagues
of the same gender Irrespective of gender if the guest initiates a hand shake the team
member should respond in a culturally acceptable manner Those team members who
prefer not to shake hands should greet in an appropriate and respectful manner if guests
or colleagues extend their hands However for frontline team members who are seated
behind counters it may not be possible to shake hands In this case they must extend a
heartfelt welcome to their guests
54 Seating Please allow your guests to take a seat first and then seat yourself
55 Full attention When attending to the guest team members should provide undivided
attention
56 Greeting
1048633 Team members The closest team member should greet the guest within 30 seconds of
their entering the premises Use appropriate greeting based on the time of the day Eg
Assalamu Alaikumgood morning madam Welcome to BRAC Bank my name is
ldquonamerdquo I am your rdquodesignationrdquo
57 Ask how the guest wants to be helped The sample scripts for respective team
members are given below
1048633 Service providing officer and managers ldquoMadam I can help yourdquo or ldquoI am at your
service todayrdquo or ldquoWhat can I do for you todayrdquo or ldquoIs there anything specific I can help
you with todayrdquo When practical personally escort them to the relevant counterdesk
introduce the guest and describe the need to the person who will provide the service as
much as possible If not direct them to the waiting area and ask them to take a seat or
join the line
1048633 Thereafter attend to the need swiftly
58 Service time Every guest must receive service within the time stipulated in the
ldquoGuest Experience Standards Manualrdquo
59 Offer refreshments All guests who are served at the desk of an officermanager
should be offered teawater or as appropriate Please ensure that the guest receives the
drinkrefreshment before it is served to the team member
510 Body posture in front of the guest If frontline officers are sitting across the table
in front of the guest maintain upright posture and keep their hands on the table if
officers are standing in front of the guest maintain a straight but relaxed posture
511 Adjust to guestrsquos pace Remember the pace of the guest will always be different to
yours slow down or speed up to the pace of the guests Speak in the same
languagedialect of the guests as much as appropriate
512 Treat guests with respect Team members should have a respectful attitude
towards the guests
513 Understand the guestrsquos needs Use observation active listening and questioning
techniques to understand the specific needs of the guest and fulfill the needs
514 Serve them efficiently Guests should be served swiftly Body language should
reflect a sense of purpose professionalism and promptness
515 Never say lsquonorsquo Always find a way to sayrsquo yesrsquo An officer should talk to manager
and get lsquoapprovalrsquo if officers have to say lsquoNorsquo Always display a positive attitude
516 Conversation content Ensuring that officers talk with guests clearly and in a
concise manner Avoid talking to guests using technical language [Jargon]
517 Promises Take care to ensure that promises made can be fulfilled
518 How to say it There are certain statements and phrases that irritate almost all
guests You may say (and mean) something and it may mean something else to the guest
as given in the table below Suggested positive phrases given below should be used
Tailor-make it as needed
519 Maintain composure At no time can a team member be rude or lose hisher temper
with the guest even if the guest loses hisher temper
520 Handling angry guests If the guest shouts or becomes very angry in front of other
guests take himher to a private area and follow the complaint handling procedure
521 Help to buy Team members should assist and support the guest to make the right
purchase decision (eg By explaining product details promotions benefits limitations
etc) The financial standing of the guest should be considered when offering products
and they should know all
charges upfront (eg when a garments factory worker open an account only for DPS of
500= for 4 years officers have to be careful about offering a savings account where
customer has to pay ( TK 800 + TK 520 ) + 15 vat total 1518= per year That is will be
very difficult for the guest who has a monthly salary of around Tk 2000=)
522 Guests who will buy later If a guest prefers to buy later heshe should be thanked
for coming to BRAC Bank and politely requested to come again Obtain the details of
guest (name address amp contact details)
523 If officers are busy serving another guest If officers are currently serving a guest
and a another guest comes for his assistance acknowledge the new guest excuse from
the current guest greeting the new guest and introducing himher to another team
member who could assist If no other team member is around then inform the guest that
the officer will attend himher within X minutes Saying ldquoGood morning madamsir
MrMs lsquonamersquo here will assist you until I finish serving this guestrdquo or ldquoGood morning
madamsir I will be with you as soon as I finish serving this guest would you please take
a seat till thenrdquo
524 When officer get back to the guest At the point officer revert to the guest
apologize to the guest Saying ldquoSirMadam sorry to have kept you waitingrdquo
525 Referring to someone else An officer should avoid referring to someone else as
much as possible In the event an officer has to refer the guest to somebody else make
sure it is the right person Guest should be escorted to the right person All information
that the guest shared with the previous officer should be conveyed to the other person
526 Unprofessional behavior Do not have meals snacks drinks unrelated discussions
with colleagues and take personal calls in front of guests Do not leave the desk
unnecessarily and for prolonged periods DO NOT chew lsquopaanrsquotobaccogum bite nails
itch belch spit yawn pick nose in front of team members and guests
527 Bid a fond farewell to the guest Team members should see guests off at the door
bid them a fond farewell and invite them to come again as much as practical
528 Visiting Guests
a When visiting a guestrsquos premises team members should wait for the guest to signal
them to take a seat
b Team members must ask guestrsquos permission before placing any personal item such as
mobile phones files glasses and so forth on the guests table
c Using facilities Team members must ask guestrsquos permission before using any facility
(like washroom) at hisher premise
d Posture Team members must maintain professional posture and purposeful demeanor
in front of guests at all times
e Interruptions Team members must turn off mobile phones (or put on silent mode)
while at guest premises If the team member must answer the phone case of emergencies
permission must be sought at the beginning of the conversation
529 Meeting guests outside work
If team members happen to meet guests outside BBL premises in a social gathering
(party shopping mall etc) heshe must present himherself in a
professional yet friendly manner
530 Telephone etiquette
Standards
bull All phone calls from the PABX to guest service points are answered within 3 rings
bull Phone banking guests must be answered within 60 seconds of requesting for agentrsquos
assistance 90 of the queries should be completed within 90 seconds
Open the telephone call
bull Smile as answer and speak on the phone
bull The welcome greeting should be appropriate to the time of call Eg ldquoGood morning
SirMadamrdquo
bull Identify bank name and department Eg ldquoWelcome to BRAC bank I am lsquonamersquo From
lsquoname ofrsquo Branchrdquo
bull Find out the guestrsquos name Eg ldquoMay I know your name pleaserdquo
bull Offer to help Eg ldquoHow can I help yourdquo
bull For calls to mobile phone say ldquoHello this is lsquonamersquo how can I help yourdquo
The body of the telephone call
bull Continue to smile as the officer speaks on the phone
bull Listen attentively until the guest finishes speaking
bull Make sure the guest knows you are on line and listening with appropriate responses as
they speak
bull Pace the guest [match the language tone mood speed of the guest]
bull Speak in natural voice
bull Use a clear voice
bull Speak in an efficient caring and friendly manner
bull Direct the conversation towards a positive and efficient conclusion
bull Do not use jargons [technical terms] during the conversation
bull Do not eat drink chew make noises and yawn during the phone call
bull Always hold the receiver with the hand and place it close to the mouth and ear
accurately
bull If the guest becomes angry upset and shouts maintain composure and listen
empathize pace and try to resolve the problem In case the problem cannot be solved
promise to direct it to a senior team member who can resolve it immediately The senior
team member should call write to and if necessary visit the guest to ensure resolution of
the problem
Putting the guest on hold
bull Guest should be put on hold only when absolutely necessary
bull Explain the reason why it is required to put himher on hold
bull Request for permission and tell himher exactly how long heshe will be kept on hold
bull If the guest says that heshe cannot hold then take the number and offer to call back as
soon as possible
bull After getting back on the phone thank the guest for waiting
Transferring a call
bull Guest calls should be transferred only when absolutely necessary
bull Seeking permission to transfer the call and telling himher exactly the reason for
transferring and to
whom the call is being transferred to
bull Ensure the person receiving the call gets on line
bull Give the details of the call before officer leave the line
When the person the officer is transferring the call to is not available or busy
bull Apologize for it and offer to help
bull Take a message if required
bull Write down the callerrsquos name organizationrsquos name telephone number and a short
message of the reason for the call
bull Pass on the message to the person who officer was trying to transfer the call
immediately by email text message or short note
When receiving a call while a guest is in front of BSSO
bull If the call arrives when attending to a guest team members should seek permission
from the guest before answering the call
bull If itrsquos a call from any colleague irrespective of their seniority tell himher that you are
serving a guest and that you will call back Finish the call within 30 seconds
bull If it is a call from a guest explain that you are attending to another guest promise to
call back in a specific amount of time take the contact details and call back at the
promised time
bull If the call is from overseas seek permission of the guest in front and attend to the call
swiftly
When ending a call
bull Ask if there is anything else can do for the guest
bull Give the guest his name and contact details and invite them to call for any help
bull Thank them for calling and wait till the guest leaves the line before you leave the line
Outgoing calls
bull Outgoing calls should be made at time convenient to the guest
bull Greeting Eg Assalamu Alaikumgood morning SirMadam
bull Identify oneself clearly Eg ldquoMy name is lsquonamersquo I am the Branch manager of BRAC
Bank lsquoname ofrsquo branchrdquo
bull Ask for the guest [if he calls on a landline ldquoCan I speak to lsquonamersquordquo] or [if he is
calling on the guestrsquos mobile phone ldquoAm I speaking to MrMs lsquonamersquordquo]
bull Explain the reason for your call
bull Continue the conversation and finish the call in the same manner as incoming calls
bull Follow the guidelines of holding transferring and etiquettes as described for incoming
calls earlier
531 Email communication
a Template selection Professional and appropriate templates should be used as per brand
guidelines
b Names and salutation While drafting emails to external guests name of the recipient
must be correct Proper salutation [Mr Mrs Ms Dr etc] should be used
c Word selection Right words should be selected during drafting emails so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Emails should be concise
d Spelling and grammar Spelling and grammar must be checked twice for accuracy
before sending the email
e Identity of the person generating emails The person generating external and internal
emails should have the signature with the name designation department contact phone
numbers and email address The email signature should be as per the brand guidelines
f Manager awareness All external emails should be copied to the service point managers
or sectional managers Keep the CC and BCC to a minimum and only as required for
both external and internal emails
g Acknowledgements Acknowledge internal and external emails as required Request
external guests for acknowledgement
532 Handling guest complaints The team member receiving the complaint owns the
problem until it is handed over to the relevant person and is responsible to personally
introduce the guest to himher (face to face or over the phone) Thereafter the person who
the complaint and the guest was handed over to owns the problem All or some of the
more relevant steps should be taken based on the situation
To handle guest complaints Customer Service Officers need to take the following steps
a Calm down the guest The best way to help the guest to calm down is by giving
a window for the guest to vent the anger Take the guest to a private office room if
possible let the guest vent stay calm be polite listen and offer a soft drink or cool water
b Show empathy Genuinely show that the officers are feeling the same as the
guest is feeling ndash eg ldquoI understand how you feel please let me resolve this for yourdquo
Talking with the same intensity of emotion displayed by the guest This will help calm
down the guest
c Apologize Apologize for the service fault and for the inconvenience caused
d Listen and clarify Invite the guest to explain the problem Listen to the guestrsquos
problem completely and make required clarifications to understand the real situation
Write down all the details
e Re-frame Restate what is understood and ask for the guestrsquos confirmation for
accuracy of the understanding
f Speak gently and be calm Be soft spoken even if the guest gets angry and
disturbed Do not use inappropriate words or body language and do not respond to any
question with a direct ldquoNordquo Do not blame others take ownership of the problem Give
the guest an accurate clarification and possible options Do not make any promises that
cannot be kept
g Channel the complaint to the right person Decide if the officer can handle the
complaint If not it has to be channeled it to the right person based
h Respond immediately The person receiving the complaint directly from the
guest or passed on by a colleague should offer the guest alternatives and let himher
choose Offer the solution clearly and explain to the guest the steps which will be taken to
solve the problem The solution should be provided in the shortest possible time
i Present the solution positively Explaining to the guest exactly what they can do
rather than what cannot do eg instead of saying ldquoI canrsquot deliver the certificate todayrdquo
say ldquoI will make arrangement to deliver the certificate tomorrowrdquo Using appropriate
language to inform that they take responsibility on behalf of the bank to solve the
guestrsquos problem Convey urgency by using positive time based statements - eg ldquoright
awayrdquo ldquoimmediatelyrdquo ldquowithin an hourrdquo etc
j Educate Educating the guests thoroughly to prevent future problems
k Thank for the complaint Guests should be thanked for informing the bank
regarding the problems
l Follow up Writing a letter apologizing for the problem thank for bringing it to
the notice of the bank and stating the steps that will be taken to resolve the problem with
a clear time frame [within 24 hours for standard complaints]
m Informing line manager The line manager should be kept informed about the problem
immediately through e-mail or short note The relevant manager value center head or
business unit heads should be informed of complaints based on the criticalityseverity
levels
n Guest queries regarding the complaint Responding to any guest queries
regarding the status of the solution within 24 hours If they need more time keep the
guest informed
o Complaints that require investigations In terms of complaints requiring
investigation informing the guest of the likely time frame within 24 hours Ensuring that
team members do not delay resolving such complaints beyond 3 working days If it is
taking more than 3 working days keeping the guest updated of the new time frame
533 Service recovery process Guest Service Recovery Process is to convert the upset
or irate guest into a delighted guest who has directly complained to Customer Care
Service or had been handed over to them by a colleague according to the lsquoHandling Guest
Complaintsrsquo section above -
bull When a service breakdown occurs the guest needs to be taken care of in a manner that
makes himher feel very special and important
bull Due to the service breakdown if the guest is attempting to end the relationship with the
bank at any time of this process all attempts should be made to convince the guest to stay
with BRAC Bank and steps should be taken to resolve the issue
bull It is essential that the guest is kept updated once every 3 days (by the person who owns
the problem) to ensure that they do not feel that no action is being taken Progress of the
problem should be logged regularly
bull Once breakdown has been taken care of it is the duty of the concerned department to
send the guest a letter thanking himher for being a BRAC Bank guest and depending on
the value of the problem provide guest with value additions as per the bank policy (eg
gift waiver of charges etc)
534 Managing expectations This is required when a guest needs service or terms
beyond what is possible
bull Fully understanding the guestrsquos needs
bull Politely explain to the guest that it is beyond the current guidelines
bull Speaking to a manager and seeing how best they can accommodate the request
bull Get back to the guest and explaining what can be done and say that it is done under
special approval outside the current guidelines
bull Providing the service
Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited
Effective from January 01 2010
Liability amp Wealth Management Retail Banking
Triple Benefits Savings Account
Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000
Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly
Chequebook Issue Fee Free
Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000
Visa Debit Card fee (annual) Free
Savings - Classic
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Current Plus Account
Minimum Opening Deposit Tk 25000
Half Yearly Account Maintenance Fee Tk 25000 and above FreeBelow Tk 25000 Tk 500 Half-yearly
Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free
Current Classic Account
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 500 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Ezee Account (Non-Checking Account)
Minimum Opening Deposit Tk 5000
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 17
39 Forms Guest should be guided to fill documents such as charge documents [which
has a legal implication if NOT filled by the guest] Ensure they are filled completely
accurately and neatly by double checking the supporting documents Make sure the forms
are checked and signed by the guest Forms filled for internal purposes such as leave or
requisitions should be filled completely accurately and neatly
310 Reports Reports generated for external or internal purposes should be checked for
accuracy and should be professionally prepared and presented
4 PROCESSES
41 All team members should be fully aware of and fully understand the processes
relating to the servicing of our guests
42 All team members should support each other in ensuring the effective and efficient
implementation of processes
43 All team members should provide suggestions to improve process as and when they
feel the need for it
44 All team members should take part in a quality circle and share process improvement
ideas at least once a month
45 All processes should be delivered according to the BRAC Bank standards as
documented in the ldquoGuest Experience Standards Manualrdquo
5 PRACTICES
This deals with the practices required to ensure a heartfelt interaction to provide a
memorable experience to guests every time they interact with the bank It deals with
ensuring a warm welcome fulfilling the expressed and unexpressed needs of the guests
and bidding a fond farewell Team membersrsquo communication may be in Bangla English
or any other language deemed appropriate
51 First Impression is the last impression Focus on creating a positive first
impression by attending to the guests professionally and in a friendly manner
52 Smile and eye contact Team members should have a genuine smile and maintain
eye contact while talking to a guest
53 Hand shake Team members should not extend their hand to guests and colleagues
of the opposite gender Team members should extend their hand to guests and colleagues
of the same gender Irrespective of gender if the guest initiates a hand shake the team
member should respond in a culturally acceptable manner Those team members who
prefer not to shake hands should greet in an appropriate and respectful manner if guests
or colleagues extend their hands However for frontline team members who are seated
behind counters it may not be possible to shake hands In this case they must extend a
heartfelt welcome to their guests
54 Seating Please allow your guests to take a seat first and then seat yourself
55 Full attention When attending to the guest team members should provide undivided
attention
56 Greeting
1048633 Team members The closest team member should greet the guest within 30 seconds of
their entering the premises Use appropriate greeting based on the time of the day Eg
Assalamu Alaikumgood morning madam Welcome to BRAC Bank my name is
ldquonamerdquo I am your rdquodesignationrdquo
57 Ask how the guest wants to be helped The sample scripts for respective team
members are given below
1048633 Service providing officer and managers ldquoMadam I can help yourdquo or ldquoI am at your
service todayrdquo or ldquoWhat can I do for you todayrdquo or ldquoIs there anything specific I can help
you with todayrdquo When practical personally escort them to the relevant counterdesk
introduce the guest and describe the need to the person who will provide the service as
much as possible If not direct them to the waiting area and ask them to take a seat or
join the line
1048633 Thereafter attend to the need swiftly
58 Service time Every guest must receive service within the time stipulated in the
ldquoGuest Experience Standards Manualrdquo
59 Offer refreshments All guests who are served at the desk of an officermanager
should be offered teawater or as appropriate Please ensure that the guest receives the
drinkrefreshment before it is served to the team member
510 Body posture in front of the guest If frontline officers are sitting across the table
in front of the guest maintain upright posture and keep their hands on the table if
officers are standing in front of the guest maintain a straight but relaxed posture
511 Adjust to guestrsquos pace Remember the pace of the guest will always be different to
yours slow down or speed up to the pace of the guests Speak in the same
languagedialect of the guests as much as appropriate
512 Treat guests with respect Team members should have a respectful attitude
towards the guests
513 Understand the guestrsquos needs Use observation active listening and questioning
techniques to understand the specific needs of the guest and fulfill the needs
514 Serve them efficiently Guests should be served swiftly Body language should
reflect a sense of purpose professionalism and promptness
515 Never say lsquonorsquo Always find a way to sayrsquo yesrsquo An officer should talk to manager
and get lsquoapprovalrsquo if officers have to say lsquoNorsquo Always display a positive attitude
516 Conversation content Ensuring that officers talk with guests clearly and in a
concise manner Avoid talking to guests using technical language [Jargon]
517 Promises Take care to ensure that promises made can be fulfilled
518 How to say it There are certain statements and phrases that irritate almost all
guests You may say (and mean) something and it may mean something else to the guest
as given in the table below Suggested positive phrases given below should be used
Tailor-make it as needed
519 Maintain composure At no time can a team member be rude or lose hisher temper
with the guest even if the guest loses hisher temper
520 Handling angry guests If the guest shouts or becomes very angry in front of other
guests take himher to a private area and follow the complaint handling procedure
521 Help to buy Team members should assist and support the guest to make the right
purchase decision (eg By explaining product details promotions benefits limitations
etc) The financial standing of the guest should be considered when offering products
and they should know all
charges upfront (eg when a garments factory worker open an account only for DPS of
500= for 4 years officers have to be careful about offering a savings account where
customer has to pay ( TK 800 + TK 520 ) + 15 vat total 1518= per year That is will be
very difficult for the guest who has a monthly salary of around Tk 2000=)
522 Guests who will buy later If a guest prefers to buy later heshe should be thanked
for coming to BRAC Bank and politely requested to come again Obtain the details of
guest (name address amp contact details)
523 If officers are busy serving another guest If officers are currently serving a guest
and a another guest comes for his assistance acknowledge the new guest excuse from
the current guest greeting the new guest and introducing himher to another team
member who could assist If no other team member is around then inform the guest that
the officer will attend himher within X minutes Saying ldquoGood morning madamsir
MrMs lsquonamersquo here will assist you until I finish serving this guestrdquo or ldquoGood morning
madamsir I will be with you as soon as I finish serving this guest would you please take
a seat till thenrdquo
524 When officer get back to the guest At the point officer revert to the guest
apologize to the guest Saying ldquoSirMadam sorry to have kept you waitingrdquo
525 Referring to someone else An officer should avoid referring to someone else as
much as possible In the event an officer has to refer the guest to somebody else make
sure it is the right person Guest should be escorted to the right person All information
that the guest shared with the previous officer should be conveyed to the other person
526 Unprofessional behavior Do not have meals snacks drinks unrelated discussions
with colleagues and take personal calls in front of guests Do not leave the desk
unnecessarily and for prolonged periods DO NOT chew lsquopaanrsquotobaccogum bite nails
itch belch spit yawn pick nose in front of team members and guests
527 Bid a fond farewell to the guest Team members should see guests off at the door
bid them a fond farewell and invite them to come again as much as practical
528 Visiting Guests
a When visiting a guestrsquos premises team members should wait for the guest to signal
them to take a seat
b Team members must ask guestrsquos permission before placing any personal item such as
mobile phones files glasses and so forth on the guests table
c Using facilities Team members must ask guestrsquos permission before using any facility
(like washroom) at hisher premise
d Posture Team members must maintain professional posture and purposeful demeanor
in front of guests at all times
e Interruptions Team members must turn off mobile phones (or put on silent mode)
while at guest premises If the team member must answer the phone case of emergencies
permission must be sought at the beginning of the conversation
529 Meeting guests outside work
If team members happen to meet guests outside BBL premises in a social gathering
(party shopping mall etc) heshe must present himherself in a
professional yet friendly manner
530 Telephone etiquette
Standards
bull All phone calls from the PABX to guest service points are answered within 3 rings
bull Phone banking guests must be answered within 60 seconds of requesting for agentrsquos
assistance 90 of the queries should be completed within 90 seconds
Open the telephone call
bull Smile as answer and speak on the phone
bull The welcome greeting should be appropriate to the time of call Eg ldquoGood morning
SirMadamrdquo
bull Identify bank name and department Eg ldquoWelcome to BRAC bank I am lsquonamersquo From
lsquoname ofrsquo Branchrdquo
bull Find out the guestrsquos name Eg ldquoMay I know your name pleaserdquo
bull Offer to help Eg ldquoHow can I help yourdquo
bull For calls to mobile phone say ldquoHello this is lsquonamersquo how can I help yourdquo
The body of the telephone call
bull Continue to smile as the officer speaks on the phone
bull Listen attentively until the guest finishes speaking
bull Make sure the guest knows you are on line and listening with appropriate responses as
they speak
bull Pace the guest [match the language tone mood speed of the guest]
bull Speak in natural voice
bull Use a clear voice
bull Speak in an efficient caring and friendly manner
bull Direct the conversation towards a positive and efficient conclusion
bull Do not use jargons [technical terms] during the conversation
bull Do not eat drink chew make noises and yawn during the phone call
bull Always hold the receiver with the hand and place it close to the mouth and ear
accurately
bull If the guest becomes angry upset and shouts maintain composure and listen
empathize pace and try to resolve the problem In case the problem cannot be solved
promise to direct it to a senior team member who can resolve it immediately The senior
team member should call write to and if necessary visit the guest to ensure resolution of
the problem
Putting the guest on hold
bull Guest should be put on hold only when absolutely necessary
bull Explain the reason why it is required to put himher on hold
bull Request for permission and tell himher exactly how long heshe will be kept on hold
bull If the guest says that heshe cannot hold then take the number and offer to call back as
soon as possible
bull After getting back on the phone thank the guest for waiting
Transferring a call
bull Guest calls should be transferred only when absolutely necessary
bull Seeking permission to transfer the call and telling himher exactly the reason for
transferring and to
whom the call is being transferred to
bull Ensure the person receiving the call gets on line
bull Give the details of the call before officer leave the line
When the person the officer is transferring the call to is not available or busy
bull Apologize for it and offer to help
bull Take a message if required
bull Write down the callerrsquos name organizationrsquos name telephone number and a short
message of the reason for the call
bull Pass on the message to the person who officer was trying to transfer the call
immediately by email text message or short note
When receiving a call while a guest is in front of BSSO
bull If the call arrives when attending to a guest team members should seek permission
from the guest before answering the call
bull If itrsquos a call from any colleague irrespective of their seniority tell himher that you are
serving a guest and that you will call back Finish the call within 30 seconds
bull If it is a call from a guest explain that you are attending to another guest promise to
call back in a specific amount of time take the contact details and call back at the
promised time
bull If the call is from overseas seek permission of the guest in front and attend to the call
swiftly
When ending a call
bull Ask if there is anything else can do for the guest
bull Give the guest his name and contact details and invite them to call for any help
bull Thank them for calling and wait till the guest leaves the line before you leave the line
Outgoing calls
bull Outgoing calls should be made at time convenient to the guest
bull Greeting Eg Assalamu Alaikumgood morning SirMadam
bull Identify oneself clearly Eg ldquoMy name is lsquonamersquo I am the Branch manager of BRAC
Bank lsquoname ofrsquo branchrdquo
bull Ask for the guest [if he calls on a landline ldquoCan I speak to lsquonamersquordquo] or [if he is
calling on the guestrsquos mobile phone ldquoAm I speaking to MrMs lsquonamersquordquo]
bull Explain the reason for your call
bull Continue the conversation and finish the call in the same manner as incoming calls
bull Follow the guidelines of holding transferring and etiquettes as described for incoming
calls earlier
531 Email communication
a Template selection Professional and appropriate templates should be used as per brand
guidelines
b Names and salutation While drafting emails to external guests name of the recipient
must be correct Proper salutation [Mr Mrs Ms Dr etc] should be used
c Word selection Right words should be selected during drafting emails so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Emails should be concise
d Spelling and grammar Spelling and grammar must be checked twice for accuracy
before sending the email
e Identity of the person generating emails The person generating external and internal
emails should have the signature with the name designation department contact phone
numbers and email address The email signature should be as per the brand guidelines
f Manager awareness All external emails should be copied to the service point managers
or sectional managers Keep the CC and BCC to a minimum and only as required for
both external and internal emails
g Acknowledgements Acknowledge internal and external emails as required Request
external guests for acknowledgement
532 Handling guest complaints The team member receiving the complaint owns the
problem until it is handed over to the relevant person and is responsible to personally
introduce the guest to himher (face to face or over the phone) Thereafter the person who
the complaint and the guest was handed over to owns the problem All or some of the
more relevant steps should be taken based on the situation
To handle guest complaints Customer Service Officers need to take the following steps
a Calm down the guest The best way to help the guest to calm down is by giving
a window for the guest to vent the anger Take the guest to a private office room if
possible let the guest vent stay calm be polite listen and offer a soft drink or cool water
b Show empathy Genuinely show that the officers are feeling the same as the
guest is feeling ndash eg ldquoI understand how you feel please let me resolve this for yourdquo
Talking with the same intensity of emotion displayed by the guest This will help calm
down the guest
c Apologize Apologize for the service fault and for the inconvenience caused
d Listen and clarify Invite the guest to explain the problem Listen to the guestrsquos
problem completely and make required clarifications to understand the real situation
Write down all the details
e Re-frame Restate what is understood and ask for the guestrsquos confirmation for
accuracy of the understanding
f Speak gently and be calm Be soft spoken even if the guest gets angry and
disturbed Do not use inappropriate words or body language and do not respond to any
question with a direct ldquoNordquo Do not blame others take ownership of the problem Give
the guest an accurate clarification and possible options Do not make any promises that
cannot be kept
g Channel the complaint to the right person Decide if the officer can handle the
complaint If not it has to be channeled it to the right person based
h Respond immediately The person receiving the complaint directly from the
guest or passed on by a colleague should offer the guest alternatives and let himher
choose Offer the solution clearly and explain to the guest the steps which will be taken to
solve the problem The solution should be provided in the shortest possible time
i Present the solution positively Explaining to the guest exactly what they can do
rather than what cannot do eg instead of saying ldquoI canrsquot deliver the certificate todayrdquo
say ldquoI will make arrangement to deliver the certificate tomorrowrdquo Using appropriate
language to inform that they take responsibility on behalf of the bank to solve the
guestrsquos problem Convey urgency by using positive time based statements - eg ldquoright
awayrdquo ldquoimmediatelyrdquo ldquowithin an hourrdquo etc
j Educate Educating the guests thoroughly to prevent future problems
k Thank for the complaint Guests should be thanked for informing the bank
regarding the problems
l Follow up Writing a letter apologizing for the problem thank for bringing it to
the notice of the bank and stating the steps that will be taken to resolve the problem with
a clear time frame [within 24 hours for standard complaints]
m Informing line manager The line manager should be kept informed about the problem
immediately through e-mail or short note The relevant manager value center head or
business unit heads should be informed of complaints based on the criticalityseverity
levels
n Guest queries regarding the complaint Responding to any guest queries
regarding the status of the solution within 24 hours If they need more time keep the
guest informed
o Complaints that require investigations In terms of complaints requiring
investigation informing the guest of the likely time frame within 24 hours Ensuring that
team members do not delay resolving such complaints beyond 3 working days If it is
taking more than 3 working days keeping the guest updated of the new time frame
533 Service recovery process Guest Service Recovery Process is to convert the upset
or irate guest into a delighted guest who has directly complained to Customer Care
Service or had been handed over to them by a colleague according to the lsquoHandling Guest
Complaintsrsquo section above -
bull When a service breakdown occurs the guest needs to be taken care of in a manner that
makes himher feel very special and important
bull Due to the service breakdown if the guest is attempting to end the relationship with the
bank at any time of this process all attempts should be made to convince the guest to stay
with BRAC Bank and steps should be taken to resolve the issue
bull It is essential that the guest is kept updated once every 3 days (by the person who owns
the problem) to ensure that they do not feel that no action is being taken Progress of the
problem should be logged regularly
bull Once breakdown has been taken care of it is the duty of the concerned department to
send the guest a letter thanking himher for being a BRAC Bank guest and depending on
the value of the problem provide guest with value additions as per the bank policy (eg
gift waiver of charges etc)
534 Managing expectations This is required when a guest needs service or terms
beyond what is possible
bull Fully understanding the guestrsquos needs
bull Politely explain to the guest that it is beyond the current guidelines
bull Speaking to a manager and seeing how best they can accommodate the request
bull Get back to the guest and explaining what can be done and say that it is done under
special approval outside the current guidelines
bull Providing the service
Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited
Effective from January 01 2010
Liability amp Wealth Management Retail Banking
Triple Benefits Savings Account
Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000
Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly
Chequebook Issue Fee Free
Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000
Visa Debit Card fee (annual) Free
Savings - Classic
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Current Plus Account
Minimum Opening Deposit Tk 25000
Half Yearly Account Maintenance Fee Tk 25000 and above FreeBelow Tk 25000 Tk 500 Half-yearly
Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free
Current Classic Account
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 500 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Ezee Account (Non-Checking Account)
Minimum Opening Deposit Tk 5000
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 18
ensuring a warm welcome fulfilling the expressed and unexpressed needs of the guests
and bidding a fond farewell Team membersrsquo communication may be in Bangla English
or any other language deemed appropriate
51 First Impression is the last impression Focus on creating a positive first
impression by attending to the guests professionally and in a friendly manner
52 Smile and eye contact Team members should have a genuine smile and maintain
eye contact while talking to a guest
53 Hand shake Team members should not extend their hand to guests and colleagues
of the opposite gender Team members should extend their hand to guests and colleagues
of the same gender Irrespective of gender if the guest initiates a hand shake the team
member should respond in a culturally acceptable manner Those team members who
prefer not to shake hands should greet in an appropriate and respectful manner if guests
or colleagues extend their hands However for frontline team members who are seated
behind counters it may not be possible to shake hands In this case they must extend a
heartfelt welcome to their guests
54 Seating Please allow your guests to take a seat first and then seat yourself
55 Full attention When attending to the guest team members should provide undivided
attention
56 Greeting
1048633 Team members The closest team member should greet the guest within 30 seconds of
their entering the premises Use appropriate greeting based on the time of the day Eg
Assalamu Alaikumgood morning madam Welcome to BRAC Bank my name is
ldquonamerdquo I am your rdquodesignationrdquo
57 Ask how the guest wants to be helped The sample scripts for respective team
members are given below
1048633 Service providing officer and managers ldquoMadam I can help yourdquo or ldquoI am at your
service todayrdquo or ldquoWhat can I do for you todayrdquo or ldquoIs there anything specific I can help
you with todayrdquo When practical personally escort them to the relevant counterdesk
introduce the guest and describe the need to the person who will provide the service as
much as possible If not direct them to the waiting area and ask them to take a seat or
join the line
1048633 Thereafter attend to the need swiftly
58 Service time Every guest must receive service within the time stipulated in the
ldquoGuest Experience Standards Manualrdquo
59 Offer refreshments All guests who are served at the desk of an officermanager
should be offered teawater or as appropriate Please ensure that the guest receives the
drinkrefreshment before it is served to the team member
510 Body posture in front of the guest If frontline officers are sitting across the table
in front of the guest maintain upright posture and keep their hands on the table if
officers are standing in front of the guest maintain a straight but relaxed posture
511 Adjust to guestrsquos pace Remember the pace of the guest will always be different to
yours slow down or speed up to the pace of the guests Speak in the same
languagedialect of the guests as much as appropriate
512 Treat guests with respect Team members should have a respectful attitude
towards the guests
513 Understand the guestrsquos needs Use observation active listening and questioning
techniques to understand the specific needs of the guest and fulfill the needs
514 Serve them efficiently Guests should be served swiftly Body language should
reflect a sense of purpose professionalism and promptness
515 Never say lsquonorsquo Always find a way to sayrsquo yesrsquo An officer should talk to manager
and get lsquoapprovalrsquo if officers have to say lsquoNorsquo Always display a positive attitude
516 Conversation content Ensuring that officers talk with guests clearly and in a
concise manner Avoid talking to guests using technical language [Jargon]
517 Promises Take care to ensure that promises made can be fulfilled
518 How to say it There are certain statements and phrases that irritate almost all
guests You may say (and mean) something and it may mean something else to the guest
as given in the table below Suggested positive phrases given below should be used
Tailor-make it as needed
519 Maintain composure At no time can a team member be rude or lose hisher temper
with the guest even if the guest loses hisher temper
520 Handling angry guests If the guest shouts or becomes very angry in front of other
guests take himher to a private area and follow the complaint handling procedure
521 Help to buy Team members should assist and support the guest to make the right
purchase decision (eg By explaining product details promotions benefits limitations
etc) The financial standing of the guest should be considered when offering products
and they should know all
charges upfront (eg when a garments factory worker open an account only for DPS of
500= for 4 years officers have to be careful about offering a savings account where
customer has to pay ( TK 800 + TK 520 ) + 15 vat total 1518= per year That is will be
very difficult for the guest who has a monthly salary of around Tk 2000=)
522 Guests who will buy later If a guest prefers to buy later heshe should be thanked
for coming to BRAC Bank and politely requested to come again Obtain the details of
guest (name address amp contact details)
523 If officers are busy serving another guest If officers are currently serving a guest
and a another guest comes for his assistance acknowledge the new guest excuse from
the current guest greeting the new guest and introducing himher to another team
member who could assist If no other team member is around then inform the guest that
the officer will attend himher within X minutes Saying ldquoGood morning madamsir
MrMs lsquonamersquo here will assist you until I finish serving this guestrdquo or ldquoGood morning
madamsir I will be with you as soon as I finish serving this guest would you please take
a seat till thenrdquo
524 When officer get back to the guest At the point officer revert to the guest
apologize to the guest Saying ldquoSirMadam sorry to have kept you waitingrdquo
525 Referring to someone else An officer should avoid referring to someone else as
much as possible In the event an officer has to refer the guest to somebody else make
sure it is the right person Guest should be escorted to the right person All information
that the guest shared with the previous officer should be conveyed to the other person
526 Unprofessional behavior Do not have meals snacks drinks unrelated discussions
with colleagues and take personal calls in front of guests Do not leave the desk
unnecessarily and for prolonged periods DO NOT chew lsquopaanrsquotobaccogum bite nails
itch belch spit yawn pick nose in front of team members and guests
527 Bid a fond farewell to the guest Team members should see guests off at the door
bid them a fond farewell and invite them to come again as much as practical
528 Visiting Guests
a When visiting a guestrsquos premises team members should wait for the guest to signal
them to take a seat
b Team members must ask guestrsquos permission before placing any personal item such as
mobile phones files glasses and so forth on the guests table
c Using facilities Team members must ask guestrsquos permission before using any facility
(like washroom) at hisher premise
d Posture Team members must maintain professional posture and purposeful demeanor
in front of guests at all times
e Interruptions Team members must turn off mobile phones (or put on silent mode)
while at guest premises If the team member must answer the phone case of emergencies
permission must be sought at the beginning of the conversation
529 Meeting guests outside work
If team members happen to meet guests outside BBL premises in a social gathering
(party shopping mall etc) heshe must present himherself in a
professional yet friendly manner
530 Telephone etiquette
Standards
bull All phone calls from the PABX to guest service points are answered within 3 rings
bull Phone banking guests must be answered within 60 seconds of requesting for agentrsquos
assistance 90 of the queries should be completed within 90 seconds
Open the telephone call
bull Smile as answer and speak on the phone
bull The welcome greeting should be appropriate to the time of call Eg ldquoGood morning
SirMadamrdquo
bull Identify bank name and department Eg ldquoWelcome to BRAC bank I am lsquonamersquo From
lsquoname ofrsquo Branchrdquo
bull Find out the guestrsquos name Eg ldquoMay I know your name pleaserdquo
bull Offer to help Eg ldquoHow can I help yourdquo
bull For calls to mobile phone say ldquoHello this is lsquonamersquo how can I help yourdquo
The body of the telephone call
bull Continue to smile as the officer speaks on the phone
bull Listen attentively until the guest finishes speaking
bull Make sure the guest knows you are on line and listening with appropriate responses as
they speak
bull Pace the guest [match the language tone mood speed of the guest]
bull Speak in natural voice
bull Use a clear voice
bull Speak in an efficient caring and friendly manner
bull Direct the conversation towards a positive and efficient conclusion
bull Do not use jargons [technical terms] during the conversation
bull Do not eat drink chew make noises and yawn during the phone call
bull Always hold the receiver with the hand and place it close to the mouth and ear
accurately
bull If the guest becomes angry upset and shouts maintain composure and listen
empathize pace and try to resolve the problem In case the problem cannot be solved
promise to direct it to a senior team member who can resolve it immediately The senior
team member should call write to and if necessary visit the guest to ensure resolution of
the problem
Putting the guest on hold
bull Guest should be put on hold only when absolutely necessary
bull Explain the reason why it is required to put himher on hold
bull Request for permission and tell himher exactly how long heshe will be kept on hold
bull If the guest says that heshe cannot hold then take the number and offer to call back as
soon as possible
bull After getting back on the phone thank the guest for waiting
Transferring a call
bull Guest calls should be transferred only when absolutely necessary
bull Seeking permission to transfer the call and telling himher exactly the reason for
transferring and to
whom the call is being transferred to
bull Ensure the person receiving the call gets on line
bull Give the details of the call before officer leave the line
When the person the officer is transferring the call to is not available or busy
bull Apologize for it and offer to help
bull Take a message if required
bull Write down the callerrsquos name organizationrsquos name telephone number and a short
message of the reason for the call
bull Pass on the message to the person who officer was trying to transfer the call
immediately by email text message or short note
When receiving a call while a guest is in front of BSSO
bull If the call arrives when attending to a guest team members should seek permission
from the guest before answering the call
bull If itrsquos a call from any colleague irrespective of their seniority tell himher that you are
serving a guest and that you will call back Finish the call within 30 seconds
bull If it is a call from a guest explain that you are attending to another guest promise to
call back in a specific amount of time take the contact details and call back at the
promised time
bull If the call is from overseas seek permission of the guest in front and attend to the call
swiftly
When ending a call
bull Ask if there is anything else can do for the guest
bull Give the guest his name and contact details and invite them to call for any help
bull Thank them for calling and wait till the guest leaves the line before you leave the line
Outgoing calls
bull Outgoing calls should be made at time convenient to the guest
bull Greeting Eg Assalamu Alaikumgood morning SirMadam
bull Identify oneself clearly Eg ldquoMy name is lsquonamersquo I am the Branch manager of BRAC
Bank lsquoname ofrsquo branchrdquo
bull Ask for the guest [if he calls on a landline ldquoCan I speak to lsquonamersquordquo] or [if he is
calling on the guestrsquos mobile phone ldquoAm I speaking to MrMs lsquonamersquordquo]
bull Explain the reason for your call
bull Continue the conversation and finish the call in the same manner as incoming calls
bull Follow the guidelines of holding transferring and etiquettes as described for incoming
calls earlier
531 Email communication
a Template selection Professional and appropriate templates should be used as per brand
guidelines
b Names and salutation While drafting emails to external guests name of the recipient
must be correct Proper salutation [Mr Mrs Ms Dr etc] should be used
c Word selection Right words should be selected during drafting emails so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Emails should be concise
d Spelling and grammar Spelling and grammar must be checked twice for accuracy
before sending the email
e Identity of the person generating emails The person generating external and internal
emails should have the signature with the name designation department contact phone
numbers and email address The email signature should be as per the brand guidelines
f Manager awareness All external emails should be copied to the service point managers
or sectional managers Keep the CC and BCC to a minimum and only as required for
both external and internal emails
g Acknowledgements Acknowledge internal and external emails as required Request
external guests for acknowledgement
532 Handling guest complaints The team member receiving the complaint owns the
problem until it is handed over to the relevant person and is responsible to personally
introduce the guest to himher (face to face or over the phone) Thereafter the person who
the complaint and the guest was handed over to owns the problem All or some of the
more relevant steps should be taken based on the situation
To handle guest complaints Customer Service Officers need to take the following steps
a Calm down the guest The best way to help the guest to calm down is by giving
a window for the guest to vent the anger Take the guest to a private office room if
possible let the guest vent stay calm be polite listen and offer a soft drink or cool water
b Show empathy Genuinely show that the officers are feeling the same as the
guest is feeling ndash eg ldquoI understand how you feel please let me resolve this for yourdquo
Talking with the same intensity of emotion displayed by the guest This will help calm
down the guest
c Apologize Apologize for the service fault and for the inconvenience caused
d Listen and clarify Invite the guest to explain the problem Listen to the guestrsquos
problem completely and make required clarifications to understand the real situation
Write down all the details
e Re-frame Restate what is understood and ask for the guestrsquos confirmation for
accuracy of the understanding
f Speak gently and be calm Be soft spoken even if the guest gets angry and
disturbed Do not use inappropriate words or body language and do not respond to any
question with a direct ldquoNordquo Do not blame others take ownership of the problem Give
the guest an accurate clarification and possible options Do not make any promises that
cannot be kept
g Channel the complaint to the right person Decide if the officer can handle the
complaint If not it has to be channeled it to the right person based
h Respond immediately The person receiving the complaint directly from the
guest or passed on by a colleague should offer the guest alternatives and let himher
choose Offer the solution clearly and explain to the guest the steps which will be taken to
solve the problem The solution should be provided in the shortest possible time
i Present the solution positively Explaining to the guest exactly what they can do
rather than what cannot do eg instead of saying ldquoI canrsquot deliver the certificate todayrdquo
say ldquoI will make arrangement to deliver the certificate tomorrowrdquo Using appropriate
language to inform that they take responsibility on behalf of the bank to solve the
guestrsquos problem Convey urgency by using positive time based statements - eg ldquoright
awayrdquo ldquoimmediatelyrdquo ldquowithin an hourrdquo etc
j Educate Educating the guests thoroughly to prevent future problems
k Thank for the complaint Guests should be thanked for informing the bank
regarding the problems
l Follow up Writing a letter apologizing for the problem thank for bringing it to
the notice of the bank and stating the steps that will be taken to resolve the problem with
a clear time frame [within 24 hours for standard complaints]
m Informing line manager The line manager should be kept informed about the problem
immediately through e-mail or short note The relevant manager value center head or
business unit heads should be informed of complaints based on the criticalityseverity
levels
n Guest queries regarding the complaint Responding to any guest queries
regarding the status of the solution within 24 hours If they need more time keep the
guest informed
o Complaints that require investigations In terms of complaints requiring
investigation informing the guest of the likely time frame within 24 hours Ensuring that
team members do not delay resolving such complaints beyond 3 working days If it is
taking more than 3 working days keeping the guest updated of the new time frame
533 Service recovery process Guest Service Recovery Process is to convert the upset
or irate guest into a delighted guest who has directly complained to Customer Care
Service or had been handed over to them by a colleague according to the lsquoHandling Guest
Complaintsrsquo section above -
bull When a service breakdown occurs the guest needs to be taken care of in a manner that
makes himher feel very special and important
bull Due to the service breakdown if the guest is attempting to end the relationship with the
bank at any time of this process all attempts should be made to convince the guest to stay
with BRAC Bank and steps should be taken to resolve the issue
bull It is essential that the guest is kept updated once every 3 days (by the person who owns
the problem) to ensure that they do not feel that no action is being taken Progress of the
problem should be logged regularly
bull Once breakdown has been taken care of it is the duty of the concerned department to
send the guest a letter thanking himher for being a BRAC Bank guest and depending on
the value of the problem provide guest with value additions as per the bank policy (eg
gift waiver of charges etc)
534 Managing expectations This is required when a guest needs service or terms
beyond what is possible
bull Fully understanding the guestrsquos needs
bull Politely explain to the guest that it is beyond the current guidelines
bull Speaking to a manager and seeing how best they can accommodate the request
bull Get back to the guest and explaining what can be done and say that it is done under
special approval outside the current guidelines
bull Providing the service
Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited
Effective from January 01 2010
Liability amp Wealth Management Retail Banking
Triple Benefits Savings Account
Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000
Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly
Chequebook Issue Fee Free
Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000
Visa Debit Card fee (annual) Free
Savings - Classic
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Current Plus Account
Minimum Opening Deposit Tk 25000
Half Yearly Account Maintenance Fee Tk 25000 and above FreeBelow Tk 25000 Tk 500 Half-yearly
Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free
Current Classic Account
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 500 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Ezee Account (Non-Checking Account)
Minimum Opening Deposit Tk 5000
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 19
57 Ask how the guest wants to be helped The sample scripts for respective team
members are given below
1048633 Service providing officer and managers ldquoMadam I can help yourdquo or ldquoI am at your
service todayrdquo or ldquoWhat can I do for you todayrdquo or ldquoIs there anything specific I can help
you with todayrdquo When practical personally escort them to the relevant counterdesk
introduce the guest and describe the need to the person who will provide the service as
much as possible If not direct them to the waiting area and ask them to take a seat or
join the line
1048633 Thereafter attend to the need swiftly
58 Service time Every guest must receive service within the time stipulated in the
ldquoGuest Experience Standards Manualrdquo
59 Offer refreshments All guests who are served at the desk of an officermanager
should be offered teawater or as appropriate Please ensure that the guest receives the
drinkrefreshment before it is served to the team member
510 Body posture in front of the guest If frontline officers are sitting across the table
in front of the guest maintain upright posture and keep their hands on the table if
officers are standing in front of the guest maintain a straight but relaxed posture
511 Adjust to guestrsquos pace Remember the pace of the guest will always be different to
yours slow down or speed up to the pace of the guests Speak in the same
languagedialect of the guests as much as appropriate
512 Treat guests with respect Team members should have a respectful attitude
towards the guests
513 Understand the guestrsquos needs Use observation active listening and questioning
techniques to understand the specific needs of the guest and fulfill the needs
514 Serve them efficiently Guests should be served swiftly Body language should
reflect a sense of purpose professionalism and promptness
515 Never say lsquonorsquo Always find a way to sayrsquo yesrsquo An officer should talk to manager
and get lsquoapprovalrsquo if officers have to say lsquoNorsquo Always display a positive attitude
516 Conversation content Ensuring that officers talk with guests clearly and in a
concise manner Avoid talking to guests using technical language [Jargon]
517 Promises Take care to ensure that promises made can be fulfilled
518 How to say it There are certain statements and phrases that irritate almost all
guests You may say (and mean) something and it may mean something else to the guest
as given in the table below Suggested positive phrases given below should be used
Tailor-make it as needed
519 Maintain composure At no time can a team member be rude or lose hisher temper
with the guest even if the guest loses hisher temper
520 Handling angry guests If the guest shouts or becomes very angry in front of other
guests take himher to a private area and follow the complaint handling procedure
521 Help to buy Team members should assist and support the guest to make the right
purchase decision (eg By explaining product details promotions benefits limitations
etc) The financial standing of the guest should be considered when offering products
and they should know all
charges upfront (eg when a garments factory worker open an account only for DPS of
500= for 4 years officers have to be careful about offering a savings account where
customer has to pay ( TK 800 + TK 520 ) + 15 vat total 1518= per year That is will be
very difficult for the guest who has a monthly salary of around Tk 2000=)
522 Guests who will buy later If a guest prefers to buy later heshe should be thanked
for coming to BRAC Bank and politely requested to come again Obtain the details of
guest (name address amp contact details)
523 If officers are busy serving another guest If officers are currently serving a guest
and a another guest comes for his assistance acknowledge the new guest excuse from
the current guest greeting the new guest and introducing himher to another team
member who could assist If no other team member is around then inform the guest that
the officer will attend himher within X minutes Saying ldquoGood morning madamsir
MrMs lsquonamersquo here will assist you until I finish serving this guestrdquo or ldquoGood morning
madamsir I will be with you as soon as I finish serving this guest would you please take
a seat till thenrdquo
524 When officer get back to the guest At the point officer revert to the guest
apologize to the guest Saying ldquoSirMadam sorry to have kept you waitingrdquo
525 Referring to someone else An officer should avoid referring to someone else as
much as possible In the event an officer has to refer the guest to somebody else make
sure it is the right person Guest should be escorted to the right person All information
that the guest shared with the previous officer should be conveyed to the other person
526 Unprofessional behavior Do not have meals snacks drinks unrelated discussions
with colleagues and take personal calls in front of guests Do not leave the desk
unnecessarily and for prolonged periods DO NOT chew lsquopaanrsquotobaccogum bite nails
itch belch spit yawn pick nose in front of team members and guests
527 Bid a fond farewell to the guest Team members should see guests off at the door
bid them a fond farewell and invite them to come again as much as practical
528 Visiting Guests
a When visiting a guestrsquos premises team members should wait for the guest to signal
them to take a seat
b Team members must ask guestrsquos permission before placing any personal item such as
mobile phones files glasses and so forth on the guests table
c Using facilities Team members must ask guestrsquos permission before using any facility
(like washroom) at hisher premise
d Posture Team members must maintain professional posture and purposeful demeanor
in front of guests at all times
e Interruptions Team members must turn off mobile phones (or put on silent mode)
while at guest premises If the team member must answer the phone case of emergencies
permission must be sought at the beginning of the conversation
529 Meeting guests outside work
If team members happen to meet guests outside BBL premises in a social gathering
(party shopping mall etc) heshe must present himherself in a
professional yet friendly manner
530 Telephone etiquette
Standards
bull All phone calls from the PABX to guest service points are answered within 3 rings
bull Phone banking guests must be answered within 60 seconds of requesting for agentrsquos
assistance 90 of the queries should be completed within 90 seconds
Open the telephone call
bull Smile as answer and speak on the phone
bull The welcome greeting should be appropriate to the time of call Eg ldquoGood morning
SirMadamrdquo
bull Identify bank name and department Eg ldquoWelcome to BRAC bank I am lsquonamersquo From
lsquoname ofrsquo Branchrdquo
bull Find out the guestrsquos name Eg ldquoMay I know your name pleaserdquo
bull Offer to help Eg ldquoHow can I help yourdquo
bull For calls to mobile phone say ldquoHello this is lsquonamersquo how can I help yourdquo
The body of the telephone call
bull Continue to smile as the officer speaks on the phone
bull Listen attentively until the guest finishes speaking
bull Make sure the guest knows you are on line and listening with appropriate responses as
they speak
bull Pace the guest [match the language tone mood speed of the guest]
bull Speak in natural voice
bull Use a clear voice
bull Speak in an efficient caring and friendly manner
bull Direct the conversation towards a positive and efficient conclusion
bull Do not use jargons [technical terms] during the conversation
bull Do not eat drink chew make noises and yawn during the phone call
bull Always hold the receiver with the hand and place it close to the mouth and ear
accurately
bull If the guest becomes angry upset and shouts maintain composure and listen
empathize pace and try to resolve the problem In case the problem cannot be solved
promise to direct it to a senior team member who can resolve it immediately The senior
team member should call write to and if necessary visit the guest to ensure resolution of
the problem
Putting the guest on hold
bull Guest should be put on hold only when absolutely necessary
bull Explain the reason why it is required to put himher on hold
bull Request for permission and tell himher exactly how long heshe will be kept on hold
bull If the guest says that heshe cannot hold then take the number and offer to call back as
soon as possible
bull After getting back on the phone thank the guest for waiting
Transferring a call
bull Guest calls should be transferred only when absolutely necessary
bull Seeking permission to transfer the call and telling himher exactly the reason for
transferring and to
whom the call is being transferred to
bull Ensure the person receiving the call gets on line
bull Give the details of the call before officer leave the line
When the person the officer is transferring the call to is not available or busy
bull Apologize for it and offer to help
bull Take a message if required
bull Write down the callerrsquos name organizationrsquos name telephone number and a short
message of the reason for the call
bull Pass on the message to the person who officer was trying to transfer the call
immediately by email text message or short note
When receiving a call while a guest is in front of BSSO
bull If the call arrives when attending to a guest team members should seek permission
from the guest before answering the call
bull If itrsquos a call from any colleague irrespective of their seniority tell himher that you are
serving a guest and that you will call back Finish the call within 30 seconds
bull If it is a call from a guest explain that you are attending to another guest promise to
call back in a specific amount of time take the contact details and call back at the
promised time
bull If the call is from overseas seek permission of the guest in front and attend to the call
swiftly
When ending a call
bull Ask if there is anything else can do for the guest
bull Give the guest his name and contact details and invite them to call for any help
bull Thank them for calling and wait till the guest leaves the line before you leave the line
Outgoing calls
bull Outgoing calls should be made at time convenient to the guest
bull Greeting Eg Assalamu Alaikumgood morning SirMadam
bull Identify oneself clearly Eg ldquoMy name is lsquonamersquo I am the Branch manager of BRAC
Bank lsquoname ofrsquo branchrdquo
bull Ask for the guest [if he calls on a landline ldquoCan I speak to lsquonamersquordquo] or [if he is
calling on the guestrsquos mobile phone ldquoAm I speaking to MrMs lsquonamersquordquo]
bull Explain the reason for your call
bull Continue the conversation and finish the call in the same manner as incoming calls
bull Follow the guidelines of holding transferring and etiquettes as described for incoming
calls earlier
531 Email communication
a Template selection Professional and appropriate templates should be used as per brand
guidelines
b Names and salutation While drafting emails to external guests name of the recipient
must be correct Proper salutation [Mr Mrs Ms Dr etc] should be used
c Word selection Right words should be selected during drafting emails so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Emails should be concise
d Spelling and grammar Spelling and grammar must be checked twice for accuracy
before sending the email
e Identity of the person generating emails The person generating external and internal
emails should have the signature with the name designation department contact phone
numbers and email address The email signature should be as per the brand guidelines
f Manager awareness All external emails should be copied to the service point managers
or sectional managers Keep the CC and BCC to a minimum and only as required for
both external and internal emails
g Acknowledgements Acknowledge internal and external emails as required Request
external guests for acknowledgement
532 Handling guest complaints The team member receiving the complaint owns the
problem until it is handed over to the relevant person and is responsible to personally
introduce the guest to himher (face to face or over the phone) Thereafter the person who
the complaint and the guest was handed over to owns the problem All or some of the
more relevant steps should be taken based on the situation
To handle guest complaints Customer Service Officers need to take the following steps
a Calm down the guest The best way to help the guest to calm down is by giving
a window for the guest to vent the anger Take the guest to a private office room if
possible let the guest vent stay calm be polite listen and offer a soft drink or cool water
b Show empathy Genuinely show that the officers are feeling the same as the
guest is feeling ndash eg ldquoI understand how you feel please let me resolve this for yourdquo
Talking with the same intensity of emotion displayed by the guest This will help calm
down the guest
c Apologize Apologize for the service fault and for the inconvenience caused
d Listen and clarify Invite the guest to explain the problem Listen to the guestrsquos
problem completely and make required clarifications to understand the real situation
Write down all the details
e Re-frame Restate what is understood and ask for the guestrsquos confirmation for
accuracy of the understanding
f Speak gently and be calm Be soft spoken even if the guest gets angry and
disturbed Do not use inappropriate words or body language and do not respond to any
question with a direct ldquoNordquo Do not blame others take ownership of the problem Give
the guest an accurate clarification and possible options Do not make any promises that
cannot be kept
g Channel the complaint to the right person Decide if the officer can handle the
complaint If not it has to be channeled it to the right person based
h Respond immediately The person receiving the complaint directly from the
guest or passed on by a colleague should offer the guest alternatives and let himher
choose Offer the solution clearly and explain to the guest the steps which will be taken to
solve the problem The solution should be provided in the shortest possible time
i Present the solution positively Explaining to the guest exactly what they can do
rather than what cannot do eg instead of saying ldquoI canrsquot deliver the certificate todayrdquo
say ldquoI will make arrangement to deliver the certificate tomorrowrdquo Using appropriate
language to inform that they take responsibility on behalf of the bank to solve the
guestrsquos problem Convey urgency by using positive time based statements - eg ldquoright
awayrdquo ldquoimmediatelyrdquo ldquowithin an hourrdquo etc
j Educate Educating the guests thoroughly to prevent future problems
k Thank for the complaint Guests should be thanked for informing the bank
regarding the problems
l Follow up Writing a letter apologizing for the problem thank for bringing it to
the notice of the bank and stating the steps that will be taken to resolve the problem with
a clear time frame [within 24 hours for standard complaints]
m Informing line manager The line manager should be kept informed about the problem
immediately through e-mail or short note The relevant manager value center head or
business unit heads should be informed of complaints based on the criticalityseverity
levels
n Guest queries regarding the complaint Responding to any guest queries
regarding the status of the solution within 24 hours If they need more time keep the
guest informed
o Complaints that require investigations In terms of complaints requiring
investigation informing the guest of the likely time frame within 24 hours Ensuring that
team members do not delay resolving such complaints beyond 3 working days If it is
taking more than 3 working days keeping the guest updated of the new time frame
533 Service recovery process Guest Service Recovery Process is to convert the upset
or irate guest into a delighted guest who has directly complained to Customer Care
Service or had been handed over to them by a colleague according to the lsquoHandling Guest
Complaintsrsquo section above -
bull When a service breakdown occurs the guest needs to be taken care of in a manner that
makes himher feel very special and important
bull Due to the service breakdown if the guest is attempting to end the relationship with the
bank at any time of this process all attempts should be made to convince the guest to stay
with BRAC Bank and steps should be taken to resolve the issue
bull It is essential that the guest is kept updated once every 3 days (by the person who owns
the problem) to ensure that they do not feel that no action is being taken Progress of the
problem should be logged regularly
bull Once breakdown has been taken care of it is the duty of the concerned department to
send the guest a letter thanking himher for being a BRAC Bank guest and depending on
the value of the problem provide guest with value additions as per the bank policy (eg
gift waiver of charges etc)
534 Managing expectations This is required when a guest needs service or terms
beyond what is possible
bull Fully understanding the guestrsquos needs
bull Politely explain to the guest that it is beyond the current guidelines
bull Speaking to a manager and seeing how best they can accommodate the request
bull Get back to the guest and explaining what can be done and say that it is done under
special approval outside the current guidelines
bull Providing the service
Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited
Effective from January 01 2010
Liability amp Wealth Management Retail Banking
Triple Benefits Savings Account
Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000
Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly
Chequebook Issue Fee Free
Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000
Visa Debit Card fee (annual) Free
Savings - Classic
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Current Plus Account
Minimum Opening Deposit Tk 25000
Half Yearly Account Maintenance Fee Tk 25000 and above FreeBelow Tk 25000 Tk 500 Half-yearly
Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free
Current Classic Account
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 500 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Ezee Account (Non-Checking Account)
Minimum Opening Deposit Tk 5000
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 20
514 Serve them efficiently Guests should be served swiftly Body language should
reflect a sense of purpose professionalism and promptness
515 Never say lsquonorsquo Always find a way to sayrsquo yesrsquo An officer should talk to manager
and get lsquoapprovalrsquo if officers have to say lsquoNorsquo Always display a positive attitude
516 Conversation content Ensuring that officers talk with guests clearly and in a
concise manner Avoid talking to guests using technical language [Jargon]
517 Promises Take care to ensure that promises made can be fulfilled
518 How to say it There are certain statements and phrases that irritate almost all
guests You may say (and mean) something and it may mean something else to the guest
as given in the table below Suggested positive phrases given below should be used
Tailor-make it as needed
519 Maintain composure At no time can a team member be rude or lose hisher temper
with the guest even if the guest loses hisher temper
520 Handling angry guests If the guest shouts or becomes very angry in front of other
guests take himher to a private area and follow the complaint handling procedure
521 Help to buy Team members should assist and support the guest to make the right
purchase decision (eg By explaining product details promotions benefits limitations
etc) The financial standing of the guest should be considered when offering products
and they should know all
charges upfront (eg when a garments factory worker open an account only for DPS of
500= for 4 years officers have to be careful about offering a savings account where
customer has to pay ( TK 800 + TK 520 ) + 15 vat total 1518= per year That is will be
very difficult for the guest who has a monthly salary of around Tk 2000=)
522 Guests who will buy later If a guest prefers to buy later heshe should be thanked
for coming to BRAC Bank and politely requested to come again Obtain the details of
guest (name address amp contact details)
523 If officers are busy serving another guest If officers are currently serving a guest
and a another guest comes for his assistance acknowledge the new guest excuse from
the current guest greeting the new guest and introducing himher to another team
member who could assist If no other team member is around then inform the guest that
the officer will attend himher within X minutes Saying ldquoGood morning madamsir
MrMs lsquonamersquo here will assist you until I finish serving this guestrdquo or ldquoGood morning
madamsir I will be with you as soon as I finish serving this guest would you please take
a seat till thenrdquo
524 When officer get back to the guest At the point officer revert to the guest
apologize to the guest Saying ldquoSirMadam sorry to have kept you waitingrdquo
525 Referring to someone else An officer should avoid referring to someone else as
much as possible In the event an officer has to refer the guest to somebody else make
sure it is the right person Guest should be escorted to the right person All information
that the guest shared with the previous officer should be conveyed to the other person
526 Unprofessional behavior Do not have meals snacks drinks unrelated discussions
with colleagues and take personal calls in front of guests Do not leave the desk
unnecessarily and for prolonged periods DO NOT chew lsquopaanrsquotobaccogum bite nails
itch belch spit yawn pick nose in front of team members and guests
527 Bid a fond farewell to the guest Team members should see guests off at the door
bid them a fond farewell and invite them to come again as much as practical
528 Visiting Guests
a When visiting a guestrsquos premises team members should wait for the guest to signal
them to take a seat
b Team members must ask guestrsquos permission before placing any personal item such as
mobile phones files glasses and so forth on the guests table
c Using facilities Team members must ask guestrsquos permission before using any facility
(like washroom) at hisher premise
d Posture Team members must maintain professional posture and purposeful demeanor
in front of guests at all times
e Interruptions Team members must turn off mobile phones (or put on silent mode)
while at guest premises If the team member must answer the phone case of emergencies
permission must be sought at the beginning of the conversation
529 Meeting guests outside work
If team members happen to meet guests outside BBL premises in a social gathering
(party shopping mall etc) heshe must present himherself in a
professional yet friendly manner
530 Telephone etiquette
Standards
bull All phone calls from the PABX to guest service points are answered within 3 rings
bull Phone banking guests must be answered within 60 seconds of requesting for agentrsquos
assistance 90 of the queries should be completed within 90 seconds
Open the telephone call
bull Smile as answer and speak on the phone
bull The welcome greeting should be appropriate to the time of call Eg ldquoGood morning
SirMadamrdquo
bull Identify bank name and department Eg ldquoWelcome to BRAC bank I am lsquonamersquo From
lsquoname ofrsquo Branchrdquo
bull Find out the guestrsquos name Eg ldquoMay I know your name pleaserdquo
bull Offer to help Eg ldquoHow can I help yourdquo
bull For calls to mobile phone say ldquoHello this is lsquonamersquo how can I help yourdquo
The body of the telephone call
bull Continue to smile as the officer speaks on the phone
bull Listen attentively until the guest finishes speaking
bull Make sure the guest knows you are on line and listening with appropriate responses as
they speak
bull Pace the guest [match the language tone mood speed of the guest]
bull Speak in natural voice
bull Use a clear voice
bull Speak in an efficient caring and friendly manner
bull Direct the conversation towards a positive and efficient conclusion
bull Do not use jargons [technical terms] during the conversation
bull Do not eat drink chew make noises and yawn during the phone call
bull Always hold the receiver with the hand and place it close to the mouth and ear
accurately
bull If the guest becomes angry upset and shouts maintain composure and listen
empathize pace and try to resolve the problem In case the problem cannot be solved
promise to direct it to a senior team member who can resolve it immediately The senior
team member should call write to and if necessary visit the guest to ensure resolution of
the problem
Putting the guest on hold
bull Guest should be put on hold only when absolutely necessary
bull Explain the reason why it is required to put himher on hold
bull Request for permission and tell himher exactly how long heshe will be kept on hold
bull If the guest says that heshe cannot hold then take the number and offer to call back as
soon as possible
bull After getting back on the phone thank the guest for waiting
Transferring a call
bull Guest calls should be transferred only when absolutely necessary
bull Seeking permission to transfer the call and telling himher exactly the reason for
transferring and to
whom the call is being transferred to
bull Ensure the person receiving the call gets on line
bull Give the details of the call before officer leave the line
When the person the officer is transferring the call to is not available or busy
bull Apologize for it and offer to help
bull Take a message if required
bull Write down the callerrsquos name organizationrsquos name telephone number and a short
message of the reason for the call
bull Pass on the message to the person who officer was trying to transfer the call
immediately by email text message or short note
When receiving a call while a guest is in front of BSSO
bull If the call arrives when attending to a guest team members should seek permission
from the guest before answering the call
bull If itrsquos a call from any colleague irrespective of their seniority tell himher that you are
serving a guest and that you will call back Finish the call within 30 seconds
bull If it is a call from a guest explain that you are attending to another guest promise to
call back in a specific amount of time take the contact details and call back at the
promised time
bull If the call is from overseas seek permission of the guest in front and attend to the call
swiftly
When ending a call
bull Ask if there is anything else can do for the guest
bull Give the guest his name and contact details and invite them to call for any help
bull Thank them for calling and wait till the guest leaves the line before you leave the line
Outgoing calls
bull Outgoing calls should be made at time convenient to the guest
bull Greeting Eg Assalamu Alaikumgood morning SirMadam
bull Identify oneself clearly Eg ldquoMy name is lsquonamersquo I am the Branch manager of BRAC
Bank lsquoname ofrsquo branchrdquo
bull Ask for the guest [if he calls on a landline ldquoCan I speak to lsquonamersquordquo] or [if he is
calling on the guestrsquos mobile phone ldquoAm I speaking to MrMs lsquonamersquordquo]
bull Explain the reason for your call
bull Continue the conversation and finish the call in the same manner as incoming calls
bull Follow the guidelines of holding transferring and etiquettes as described for incoming
calls earlier
531 Email communication
a Template selection Professional and appropriate templates should be used as per brand
guidelines
b Names and salutation While drafting emails to external guests name of the recipient
must be correct Proper salutation [Mr Mrs Ms Dr etc] should be used
c Word selection Right words should be selected during drafting emails so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Emails should be concise
d Spelling and grammar Spelling and grammar must be checked twice for accuracy
before sending the email
e Identity of the person generating emails The person generating external and internal
emails should have the signature with the name designation department contact phone
numbers and email address The email signature should be as per the brand guidelines
f Manager awareness All external emails should be copied to the service point managers
or sectional managers Keep the CC and BCC to a minimum and only as required for
both external and internal emails
g Acknowledgements Acknowledge internal and external emails as required Request
external guests for acknowledgement
532 Handling guest complaints The team member receiving the complaint owns the
problem until it is handed over to the relevant person and is responsible to personally
introduce the guest to himher (face to face or over the phone) Thereafter the person who
the complaint and the guest was handed over to owns the problem All or some of the
more relevant steps should be taken based on the situation
To handle guest complaints Customer Service Officers need to take the following steps
a Calm down the guest The best way to help the guest to calm down is by giving
a window for the guest to vent the anger Take the guest to a private office room if
possible let the guest vent stay calm be polite listen and offer a soft drink or cool water
b Show empathy Genuinely show that the officers are feeling the same as the
guest is feeling ndash eg ldquoI understand how you feel please let me resolve this for yourdquo
Talking with the same intensity of emotion displayed by the guest This will help calm
down the guest
c Apologize Apologize for the service fault and for the inconvenience caused
d Listen and clarify Invite the guest to explain the problem Listen to the guestrsquos
problem completely and make required clarifications to understand the real situation
Write down all the details
e Re-frame Restate what is understood and ask for the guestrsquos confirmation for
accuracy of the understanding
f Speak gently and be calm Be soft spoken even if the guest gets angry and
disturbed Do not use inappropriate words or body language and do not respond to any
question with a direct ldquoNordquo Do not blame others take ownership of the problem Give
the guest an accurate clarification and possible options Do not make any promises that
cannot be kept
g Channel the complaint to the right person Decide if the officer can handle the
complaint If not it has to be channeled it to the right person based
h Respond immediately The person receiving the complaint directly from the
guest or passed on by a colleague should offer the guest alternatives and let himher
choose Offer the solution clearly and explain to the guest the steps which will be taken to
solve the problem The solution should be provided in the shortest possible time
i Present the solution positively Explaining to the guest exactly what they can do
rather than what cannot do eg instead of saying ldquoI canrsquot deliver the certificate todayrdquo
say ldquoI will make arrangement to deliver the certificate tomorrowrdquo Using appropriate
language to inform that they take responsibility on behalf of the bank to solve the
guestrsquos problem Convey urgency by using positive time based statements - eg ldquoright
awayrdquo ldquoimmediatelyrdquo ldquowithin an hourrdquo etc
j Educate Educating the guests thoroughly to prevent future problems
k Thank for the complaint Guests should be thanked for informing the bank
regarding the problems
l Follow up Writing a letter apologizing for the problem thank for bringing it to
the notice of the bank and stating the steps that will be taken to resolve the problem with
a clear time frame [within 24 hours for standard complaints]
m Informing line manager The line manager should be kept informed about the problem
immediately through e-mail or short note The relevant manager value center head or
business unit heads should be informed of complaints based on the criticalityseverity
levels
n Guest queries regarding the complaint Responding to any guest queries
regarding the status of the solution within 24 hours If they need more time keep the
guest informed
o Complaints that require investigations In terms of complaints requiring
investigation informing the guest of the likely time frame within 24 hours Ensuring that
team members do not delay resolving such complaints beyond 3 working days If it is
taking more than 3 working days keeping the guest updated of the new time frame
533 Service recovery process Guest Service Recovery Process is to convert the upset
or irate guest into a delighted guest who has directly complained to Customer Care
Service or had been handed over to them by a colleague according to the lsquoHandling Guest
Complaintsrsquo section above -
bull When a service breakdown occurs the guest needs to be taken care of in a manner that
makes himher feel very special and important
bull Due to the service breakdown if the guest is attempting to end the relationship with the
bank at any time of this process all attempts should be made to convince the guest to stay
with BRAC Bank and steps should be taken to resolve the issue
bull It is essential that the guest is kept updated once every 3 days (by the person who owns
the problem) to ensure that they do not feel that no action is being taken Progress of the
problem should be logged regularly
bull Once breakdown has been taken care of it is the duty of the concerned department to
send the guest a letter thanking himher for being a BRAC Bank guest and depending on
the value of the problem provide guest with value additions as per the bank policy (eg
gift waiver of charges etc)
534 Managing expectations This is required when a guest needs service or terms
beyond what is possible
bull Fully understanding the guestrsquos needs
bull Politely explain to the guest that it is beyond the current guidelines
bull Speaking to a manager and seeing how best they can accommodate the request
bull Get back to the guest and explaining what can be done and say that it is done under
special approval outside the current guidelines
bull Providing the service
Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited
Effective from January 01 2010
Liability amp Wealth Management Retail Banking
Triple Benefits Savings Account
Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000
Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly
Chequebook Issue Fee Free
Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000
Visa Debit Card fee (annual) Free
Savings - Classic
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Current Plus Account
Minimum Opening Deposit Tk 25000
Half Yearly Account Maintenance Fee Tk 25000 and above FreeBelow Tk 25000 Tk 500 Half-yearly
Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free
Current Classic Account
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 500 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Ezee Account (Non-Checking Account)
Minimum Opening Deposit Tk 5000
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 21
519 Maintain composure At no time can a team member be rude or lose hisher temper
with the guest even if the guest loses hisher temper
520 Handling angry guests If the guest shouts or becomes very angry in front of other
guests take himher to a private area and follow the complaint handling procedure
521 Help to buy Team members should assist and support the guest to make the right
purchase decision (eg By explaining product details promotions benefits limitations
etc) The financial standing of the guest should be considered when offering products
and they should know all
charges upfront (eg when a garments factory worker open an account only for DPS of
500= for 4 years officers have to be careful about offering a savings account where
customer has to pay ( TK 800 + TK 520 ) + 15 vat total 1518= per year That is will be
very difficult for the guest who has a monthly salary of around Tk 2000=)
522 Guests who will buy later If a guest prefers to buy later heshe should be thanked
for coming to BRAC Bank and politely requested to come again Obtain the details of
guest (name address amp contact details)
523 If officers are busy serving another guest If officers are currently serving a guest
and a another guest comes for his assistance acknowledge the new guest excuse from
the current guest greeting the new guest and introducing himher to another team
member who could assist If no other team member is around then inform the guest that
the officer will attend himher within X minutes Saying ldquoGood morning madamsir
MrMs lsquonamersquo here will assist you until I finish serving this guestrdquo or ldquoGood morning
madamsir I will be with you as soon as I finish serving this guest would you please take
a seat till thenrdquo
524 When officer get back to the guest At the point officer revert to the guest
apologize to the guest Saying ldquoSirMadam sorry to have kept you waitingrdquo
525 Referring to someone else An officer should avoid referring to someone else as
much as possible In the event an officer has to refer the guest to somebody else make
sure it is the right person Guest should be escorted to the right person All information
that the guest shared with the previous officer should be conveyed to the other person
526 Unprofessional behavior Do not have meals snacks drinks unrelated discussions
with colleagues and take personal calls in front of guests Do not leave the desk
unnecessarily and for prolonged periods DO NOT chew lsquopaanrsquotobaccogum bite nails
itch belch spit yawn pick nose in front of team members and guests
527 Bid a fond farewell to the guest Team members should see guests off at the door
bid them a fond farewell and invite them to come again as much as practical
528 Visiting Guests
a When visiting a guestrsquos premises team members should wait for the guest to signal
them to take a seat
b Team members must ask guestrsquos permission before placing any personal item such as
mobile phones files glasses and so forth on the guests table
c Using facilities Team members must ask guestrsquos permission before using any facility
(like washroom) at hisher premise
d Posture Team members must maintain professional posture and purposeful demeanor
in front of guests at all times
e Interruptions Team members must turn off mobile phones (or put on silent mode)
while at guest premises If the team member must answer the phone case of emergencies
permission must be sought at the beginning of the conversation
529 Meeting guests outside work
If team members happen to meet guests outside BBL premises in a social gathering
(party shopping mall etc) heshe must present himherself in a
professional yet friendly manner
530 Telephone etiquette
Standards
bull All phone calls from the PABX to guest service points are answered within 3 rings
bull Phone banking guests must be answered within 60 seconds of requesting for agentrsquos
assistance 90 of the queries should be completed within 90 seconds
Open the telephone call
bull Smile as answer and speak on the phone
bull The welcome greeting should be appropriate to the time of call Eg ldquoGood morning
SirMadamrdquo
bull Identify bank name and department Eg ldquoWelcome to BRAC bank I am lsquonamersquo From
lsquoname ofrsquo Branchrdquo
bull Find out the guestrsquos name Eg ldquoMay I know your name pleaserdquo
bull Offer to help Eg ldquoHow can I help yourdquo
bull For calls to mobile phone say ldquoHello this is lsquonamersquo how can I help yourdquo
The body of the telephone call
bull Continue to smile as the officer speaks on the phone
bull Listen attentively until the guest finishes speaking
bull Make sure the guest knows you are on line and listening with appropriate responses as
they speak
bull Pace the guest [match the language tone mood speed of the guest]
bull Speak in natural voice
bull Use a clear voice
bull Speak in an efficient caring and friendly manner
bull Direct the conversation towards a positive and efficient conclusion
bull Do not use jargons [technical terms] during the conversation
bull Do not eat drink chew make noises and yawn during the phone call
bull Always hold the receiver with the hand and place it close to the mouth and ear
accurately
bull If the guest becomes angry upset and shouts maintain composure and listen
empathize pace and try to resolve the problem In case the problem cannot be solved
promise to direct it to a senior team member who can resolve it immediately The senior
team member should call write to and if necessary visit the guest to ensure resolution of
the problem
Putting the guest on hold
bull Guest should be put on hold only when absolutely necessary
bull Explain the reason why it is required to put himher on hold
bull Request for permission and tell himher exactly how long heshe will be kept on hold
bull If the guest says that heshe cannot hold then take the number and offer to call back as
soon as possible
bull After getting back on the phone thank the guest for waiting
Transferring a call
bull Guest calls should be transferred only when absolutely necessary
bull Seeking permission to transfer the call and telling himher exactly the reason for
transferring and to
whom the call is being transferred to
bull Ensure the person receiving the call gets on line
bull Give the details of the call before officer leave the line
When the person the officer is transferring the call to is not available or busy
bull Apologize for it and offer to help
bull Take a message if required
bull Write down the callerrsquos name organizationrsquos name telephone number and a short
message of the reason for the call
bull Pass on the message to the person who officer was trying to transfer the call
immediately by email text message or short note
When receiving a call while a guest is in front of BSSO
bull If the call arrives when attending to a guest team members should seek permission
from the guest before answering the call
bull If itrsquos a call from any colleague irrespective of their seniority tell himher that you are
serving a guest and that you will call back Finish the call within 30 seconds
bull If it is a call from a guest explain that you are attending to another guest promise to
call back in a specific amount of time take the contact details and call back at the
promised time
bull If the call is from overseas seek permission of the guest in front and attend to the call
swiftly
When ending a call
bull Ask if there is anything else can do for the guest
bull Give the guest his name and contact details and invite them to call for any help
bull Thank them for calling and wait till the guest leaves the line before you leave the line
Outgoing calls
bull Outgoing calls should be made at time convenient to the guest
bull Greeting Eg Assalamu Alaikumgood morning SirMadam
bull Identify oneself clearly Eg ldquoMy name is lsquonamersquo I am the Branch manager of BRAC
Bank lsquoname ofrsquo branchrdquo
bull Ask for the guest [if he calls on a landline ldquoCan I speak to lsquonamersquordquo] or [if he is
calling on the guestrsquos mobile phone ldquoAm I speaking to MrMs lsquonamersquordquo]
bull Explain the reason for your call
bull Continue the conversation and finish the call in the same manner as incoming calls
bull Follow the guidelines of holding transferring and etiquettes as described for incoming
calls earlier
531 Email communication
a Template selection Professional and appropriate templates should be used as per brand
guidelines
b Names and salutation While drafting emails to external guests name of the recipient
must be correct Proper salutation [Mr Mrs Ms Dr etc] should be used
c Word selection Right words should be selected during drafting emails so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Emails should be concise
d Spelling and grammar Spelling and grammar must be checked twice for accuracy
before sending the email
e Identity of the person generating emails The person generating external and internal
emails should have the signature with the name designation department contact phone
numbers and email address The email signature should be as per the brand guidelines
f Manager awareness All external emails should be copied to the service point managers
or sectional managers Keep the CC and BCC to a minimum and only as required for
both external and internal emails
g Acknowledgements Acknowledge internal and external emails as required Request
external guests for acknowledgement
532 Handling guest complaints The team member receiving the complaint owns the
problem until it is handed over to the relevant person and is responsible to personally
introduce the guest to himher (face to face or over the phone) Thereafter the person who
the complaint and the guest was handed over to owns the problem All or some of the
more relevant steps should be taken based on the situation
To handle guest complaints Customer Service Officers need to take the following steps
a Calm down the guest The best way to help the guest to calm down is by giving
a window for the guest to vent the anger Take the guest to a private office room if
possible let the guest vent stay calm be polite listen and offer a soft drink or cool water
b Show empathy Genuinely show that the officers are feeling the same as the
guest is feeling ndash eg ldquoI understand how you feel please let me resolve this for yourdquo
Talking with the same intensity of emotion displayed by the guest This will help calm
down the guest
c Apologize Apologize for the service fault and for the inconvenience caused
d Listen and clarify Invite the guest to explain the problem Listen to the guestrsquos
problem completely and make required clarifications to understand the real situation
Write down all the details
e Re-frame Restate what is understood and ask for the guestrsquos confirmation for
accuracy of the understanding
f Speak gently and be calm Be soft spoken even if the guest gets angry and
disturbed Do not use inappropriate words or body language and do not respond to any
question with a direct ldquoNordquo Do not blame others take ownership of the problem Give
the guest an accurate clarification and possible options Do not make any promises that
cannot be kept
g Channel the complaint to the right person Decide if the officer can handle the
complaint If not it has to be channeled it to the right person based
h Respond immediately The person receiving the complaint directly from the
guest or passed on by a colleague should offer the guest alternatives and let himher
choose Offer the solution clearly and explain to the guest the steps which will be taken to
solve the problem The solution should be provided in the shortest possible time
i Present the solution positively Explaining to the guest exactly what they can do
rather than what cannot do eg instead of saying ldquoI canrsquot deliver the certificate todayrdquo
say ldquoI will make arrangement to deliver the certificate tomorrowrdquo Using appropriate
language to inform that they take responsibility on behalf of the bank to solve the
guestrsquos problem Convey urgency by using positive time based statements - eg ldquoright
awayrdquo ldquoimmediatelyrdquo ldquowithin an hourrdquo etc
j Educate Educating the guests thoroughly to prevent future problems
k Thank for the complaint Guests should be thanked for informing the bank
regarding the problems
l Follow up Writing a letter apologizing for the problem thank for bringing it to
the notice of the bank and stating the steps that will be taken to resolve the problem with
a clear time frame [within 24 hours for standard complaints]
m Informing line manager The line manager should be kept informed about the problem
immediately through e-mail or short note The relevant manager value center head or
business unit heads should be informed of complaints based on the criticalityseverity
levels
n Guest queries regarding the complaint Responding to any guest queries
regarding the status of the solution within 24 hours If they need more time keep the
guest informed
o Complaints that require investigations In terms of complaints requiring
investigation informing the guest of the likely time frame within 24 hours Ensuring that
team members do not delay resolving such complaints beyond 3 working days If it is
taking more than 3 working days keeping the guest updated of the new time frame
533 Service recovery process Guest Service Recovery Process is to convert the upset
or irate guest into a delighted guest who has directly complained to Customer Care
Service or had been handed over to them by a colleague according to the lsquoHandling Guest
Complaintsrsquo section above -
bull When a service breakdown occurs the guest needs to be taken care of in a manner that
makes himher feel very special and important
bull Due to the service breakdown if the guest is attempting to end the relationship with the
bank at any time of this process all attempts should be made to convince the guest to stay
with BRAC Bank and steps should be taken to resolve the issue
bull It is essential that the guest is kept updated once every 3 days (by the person who owns
the problem) to ensure that they do not feel that no action is being taken Progress of the
problem should be logged regularly
bull Once breakdown has been taken care of it is the duty of the concerned department to
send the guest a letter thanking himher for being a BRAC Bank guest and depending on
the value of the problem provide guest with value additions as per the bank policy (eg
gift waiver of charges etc)
534 Managing expectations This is required when a guest needs service or terms
beyond what is possible
bull Fully understanding the guestrsquos needs
bull Politely explain to the guest that it is beyond the current guidelines
bull Speaking to a manager and seeing how best they can accommodate the request
bull Get back to the guest and explaining what can be done and say that it is done under
special approval outside the current guidelines
bull Providing the service
Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited
Effective from January 01 2010
Liability amp Wealth Management Retail Banking
Triple Benefits Savings Account
Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000
Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly
Chequebook Issue Fee Free
Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000
Visa Debit Card fee (annual) Free
Savings - Classic
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Current Plus Account
Minimum Opening Deposit Tk 25000
Half Yearly Account Maintenance Fee Tk 25000 and above FreeBelow Tk 25000 Tk 500 Half-yearly
Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free
Current Classic Account
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 500 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Ezee Account (Non-Checking Account)
Minimum Opening Deposit Tk 5000
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 22
525 Referring to someone else An officer should avoid referring to someone else as
much as possible In the event an officer has to refer the guest to somebody else make
sure it is the right person Guest should be escorted to the right person All information
that the guest shared with the previous officer should be conveyed to the other person
526 Unprofessional behavior Do not have meals snacks drinks unrelated discussions
with colleagues and take personal calls in front of guests Do not leave the desk
unnecessarily and for prolonged periods DO NOT chew lsquopaanrsquotobaccogum bite nails
itch belch spit yawn pick nose in front of team members and guests
527 Bid a fond farewell to the guest Team members should see guests off at the door
bid them a fond farewell and invite them to come again as much as practical
528 Visiting Guests
a When visiting a guestrsquos premises team members should wait for the guest to signal
them to take a seat
b Team members must ask guestrsquos permission before placing any personal item such as
mobile phones files glasses and so forth on the guests table
c Using facilities Team members must ask guestrsquos permission before using any facility
(like washroom) at hisher premise
d Posture Team members must maintain professional posture and purposeful demeanor
in front of guests at all times
e Interruptions Team members must turn off mobile phones (or put on silent mode)
while at guest premises If the team member must answer the phone case of emergencies
permission must be sought at the beginning of the conversation
529 Meeting guests outside work
If team members happen to meet guests outside BBL premises in a social gathering
(party shopping mall etc) heshe must present himherself in a
professional yet friendly manner
530 Telephone etiquette
Standards
bull All phone calls from the PABX to guest service points are answered within 3 rings
bull Phone banking guests must be answered within 60 seconds of requesting for agentrsquos
assistance 90 of the queries should be completed within 90 seconds
Open the telephone call
bull Smile as answer and speak on the phone
bull The welcome greeting should be appropriate to the time of call Eg ldquoGood morning
SirMadamrdquo
bull Identify bank name and department Eg ldquoWelcome to BRAC bank I am lsquonamersquo From
lsquoname ofrsquo Branchrdquo
bull Find out the guestrsquos name Eg ldquoMay I know your name pleaserdquo
bull Offer to help Eg ldquoHow can I help yourdquo
bull For calls to mobile phone say ldquoHello this is lsquonamersquo how can I help yourdquo
The body of the telephone call
bull Continue to smile as the officer speaks on the phone
bull Listen attentively until the guest finishes speaking
bull Make sure the guest knows you are on line and listening with appropriate responses as
they speak
bull Pace the guest [match the language tone mood speed of the guest]
bull Speak in natural voice
bull Use a clear voice
bull Speak in an efficient caring and friendly manner
bull Direct the conversation towards a positive and efficient conclusion
bull Do not use jargons [technical terms] during the conversation
bull Do not eat drink chew make noises and yawn during the phone call
bull Always hold the receiver with the hand and place it close to the mouth and ear
accurately
bull If the guest becomes angry upset and shouts maintain composure and listen
empathize pace and try to resolve the problem In case the problem cannot be solved
promise to direct it to a senior team member who can resolve it immediately The senior
team member should call write to and if necessary visit the guest to ensure resolution of
the problem
Putting the guest on hold
bull Guest should be put on hold only when absolutely necessary
bull Explain the reason why it is required to put himher on hold
bull Request for permission and tell himher exactly how long heshe will be kept on hold
bull If the guest says that heshe cannot hold then take the number and offer to call back as
soon as possible
bull After getting back on the phone thank the guest for waiting
Transferring a call
bull Guest calls should be transferred only when absolutely necessary
bull Seeking permission to transfer the call and telling himher exactly the reason for
transferring and to
whom the call is being transferred to
bull Ensure the person receiving the call gets on line
bull Give the details of the call before officer leave the line
When the person the officer is transferring the call to is not available or busy
bull Apologize for it and offer to help
bull Take a message if required
bull Write down the callerrsquos name organizationrsquos name telephone number and a short
message of the reason for the call
bull Pass on the message to the person who officer was trying to transfer the call
immediately by email text message or short note
When receiving a call while a guest is in front of BSSO
bull If the call arrives when attending to a guest team members should seek permission
from the guest before answering the call
bull If itrsquos a call from any colleague irrespective of their seniority tell himher that you are
serving a guest and that you will call back Finish the call within 30 seconds
bull If it is a call from a guest explain that you are attending to another guest promise to
call back in a specific amount of time take the contact details and call back at the
promised time
bull If the call is from overseas seek permission of the guest in front and attend to the call
swiftly
When ending a call
bull Ask if there is anything else can do for the guest
bull Give the guest his name and contact details and invite them to call for any help
bull Thank them for calling and wait till the guest leaves the line before you leave the line
Outgoing calls
bull Outgoing calls should be made at time convenient to the guest
bull Greeting Eg Assalamu Alaikumgood morning SirMadam
bull Identify oneself clearly Eg ldquoMy name is lsquonamersquo I am the Branch manager of BRAC
Bank lsquoname ofrsquo branchrdquo
bull Ask for the guest [if he calls on a landline ldquoCan I speak to lsquonamersquordquo] or [if he is
calling on the guestrsquos mobile phone ldquoAm I speaking to MrMs lsquonamersquordquo]
bull Explain the reason for your call
bull Continue the conversation and finish the call in the same manner as incoming calls
bull Follow the guidelines of holding transferring and etiquettes as described for incoming
calls earlier
531 Email communication
a Template selection Professional and appropriate templates should be used as per brand
guidelines
b Names and salutation While drafting emails to external guests name of the recipient
must be correct Proper salutation [Mr Mrs Ms Dr etc] should be used
c Word selection Right words should be selected during drafting emails so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Emails should be concise
d Spelling and grammar Spelling and grammar must be checked twice for accuracy
before sending the email
e Identity of the person generating emails The person generating external and internal
emails should have the signature with the name designation department contact phone
numbers and email address The email signature should be as per the brand guidelines
f Manager awareness All external emails should be copied to the service point managers
or sectional managers Keep the CC and BCC to a minimum and only as required for
both external and internal emails
g Acknowledgements Acknowledge internal and external emails as required Request
external guests for acknowledgement
532 Handling guest complaints The team member receiving the complaint owns the
problem until it is handed over to the relevant person and is responsible to personally
introduce the guest to himher (face to face or over the phone) Thereafter the person who
the complaint and the guest was handed over to owns the problem All or some of the
more relevant steps should be taken based on the situation
To handle guest complaints Customer Service Officers need to take the following steps
a Calm down the guest The best way to help the guest to calm down is by giving
a window for the guest to vent the anger Take the guest to a private office room if
possible let the guest vent stay calm be polite listen and offer a soft drink or cool water
b Show empathy Genuinely show that the officers are feeling the same as the
guest is feeling ndash eg ldquoI understand how you feel please let me resolve this for yourdquo
Talking with the same intensity of emotion displayed by the guest This will help calm
down the guest
c Apologize Apologize for the service fault and for the inconvenience caused
d Listen and clarify Invite the guest to explain the problem Listen to the guestrsquos
problem completely and make required clarifications to understand the real situation
Write down all the details
e Re-frame Restate what is understood and ask for the guestrsquos confirmation for
accuracy of the understanding
f Speak gently and be calm Be soft spoken even if the guest gets angry and
disturbed Do not use inappropriate words or body language and do not respond to any
question with a direct ldquoNordquo Do not blame others take ownership of the problem Give
the guest an accurate clarification and possible options Do not make any promises that
cannot be kept
g Channel the complaint to the right person Decide if the officer can handle the
complaint If not it has to be channeled it to the right person based
h Respond immediately The person receiving the complaint directly from the
guest or passed on by a colleague should offer the guest alternatives and let himher
choose Offer the solution clearly and explain to the guest the steps which will be taken to
solve the problem The solution should be provided in the shortest possible time
i Present the solution positively Explaining to the guest exactly what they can do
rather than what cannot do eg instead of saying ldquoI canrsquot deliver the certificate todayrdquo
say ldquoI will make arrangement to deliver the certificate tomorrowrdquo Using appropriate
language to inform that they take responsibility on behalf of the bank to solve the
guestrsquos problem Convey urgency by using positive time based statements - eg ldquoright
awayrdquo ldquoimmediatelyrdquo ldquowithin an hourrdquo etc
j Educate Educating the guests thoroughly to prevent future problems
k Thank for the complaint Guests should be thanked for informing the bank
regarding the problems
l Follow up Writing a letter apologizing for the problem thank for bringing it to
the notice of the bank and stating the steps that will be taken to resolve the problem with
a clear time frame [within 24 hours for standard complaints]
m Informing line manager The line manager should be kept informed about the problem
immediately through e-mail or short note The relevant manager value center head or
business unit heads should be informed of complaints based on the criticalityseverity
levels
n Guest queries regarding the complaint Responding to any guest queries
regarding the status of the solution within 24 hours If they need more time keep the
guest informed
o Complaints that require investigations In terms of complaints requiring
investigation informing the guest of the likely time frame within 24 hours Ensuring that
team members do not delay resolving such complaints beyond 3 working days If it is
taking more than 3 working days keeping the guest updated of the new time frame
533 Service recovery process Guest Service Recovery Process is to convert the upset
or irate guest into a delighted guest who has directly complained to Customer Care
Service or had been handed over to them by a colleague according to the lsquoHandling Guest
Complaintsrsquo section above -
bull When a service breakdown occurs the guest needs to be taken care of in a manner that
makes himher feel very special and important
bull Due to the service breakdown if the guest is attempting to end the relationship with the
bank at any time of this process all attempts should be made to convince the guest to stay
with BRAC Bank and steps should be taken to resolve the issue
bull It is essential that the guest is kept updated once every 3 days (by the person who owns
the problem) to ensure that they do not feel that no action is being taken Progress of the
problem should be logged regularly
bull Once breakdown has been taken care of it is the duty of the concerned department to
send the guest a letter thanking himher for being a BRAC Bank guest and depending on
the value of the problem provide guest with value additions as per the bank policy (eg
gift waiver of charges etc)
534 Managing expectations This is required when a guest needs service or terms
beyond what is possible
bull Fully understanding the guestrsquos needs
bull Politely explain to the guest that it is beyond the current guidelines
bull Speaking to a manager and seeing how best they can accommodate the request
bull Get back to the guest and explaining what can be done and say that it is done under
special approval outside the current guidelines
bull Providing the service
Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited
Effective from January 01 2010
Liability amp Wealth Management Retail Banking
Triple Benefits Savings Account
Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000
Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly
Chequebook Issue Fee Free
Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000
Visa Debit Card fee (annual) Free
Savings - Classic
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Current Plus Account
Minimum Opening Deposit Tk 25000
Half Yearly Account Maintenance Fee Tk 25000 and above FreeBelow Tk 25000 Tk 500 Half-yearly
Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free
Current Classic Account
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 500 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Ezee Account (Non-Checking Account)
Minimum Opening Deposit Tk 5000
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 23
530 Telephone etiquette
Standards
bull All phone calls from the PABX to guest service points are answered within 3 rings
bull Phone banking guests must be answered within 60 seconds of requesting for agentrsquos
assistance 90 of the queries should be completed within 90 seconds
Open the telephone call
bull Smile as answer and speak on the phone
bull The welcome greeting should be appropriate to the time of call Eg ldquoGood morning
SirMadamrdquo
bull Identify bank name and department Eg ldquoWelcome to BRAC bank I am lsquonamersquo From
lsquoname ofrsquo Branchrdquo
bull Find out the guestrsquos name Eg ldquoMay I know your name pleaserdquo
bull Offer to help Eg ldquoHow can I help yourdquo
bull For calls to mobile phone say ldquoHello this is lsquonamersquo how can I help yourdquo
The body of the telephone call
bull Continue to smile as the officer speaks on the phone
bull Listen attentively until the guest finishes speaking
bull Make sure the guest knows you are on line and listening with appropriate responses as
they speak
bull Pace the guest [match the language tone mood speed of the guest]
bull Speak in natural voice
bull Use a clear voice
bull Speak in an efficient caring and friendly manner
bull Direct the conversation towards a positive and efficient conclusion
bull Do not use jargons [technical terms] during the conversation
bull Do not eat drink chew make noises and yawn during the phone call
bull Always hold the receiver with the hand and place it close to the mouth and ear
accurately
bull If the guest becomes angry upset and shouts maintain composure and listen
empathize pace and try to resolve the problem In case the problem cannot be solved
promise to direct it to a senior team member who can resolve it immediately The senior
team member should call write to and if necessary visit the guest to ensure resolution of
the problem
Putting the guest on hold
bull Guest should be put on hold only when absolutely necessary
bull Explain the reason why it is required to put himher on hold
bull Request for permission and tell himher exactly how long heshe will be kept on hold
bull If the guest says that heshe cannot hold then take the number and offer to call back as
soon as possible
bull After getting back on the phone thank the guest for waiting
Transferring a call
bull Guest calls should be transferred only when absolutely necessary
bull Seeking permission to transfer the call and telling himher exactly the reason for
transferring and to
whom the call is being transferred to
bull Ensure the person receiving the call gets on line
bull Give the details of the call before officer leave the line
When the person the officer is transferring the call to is not available or busy
bull Apologize for it and offer to help
bull Take a message if required
bull Write down the callerrsquos name organizationrsquos name telephone number and a short
message of the reason for the call
bull Pass on the message to the person who officer was trying to transfer the call
immediately by email text message or short note
When receiving a call while a guest is in front of BSSO
bull If the call arrives when attending to a guest team members should seek permission
from the guest before answering the call
bull If itrsquos a call from any colleague irrespective of their seniority tell himher that you are
serving a guest and that you will call back Finish the call within 30 seconds
bull If it is a call from a guest explain that you are attending to another guest promise to
call back in a specific amount of time take the contact details and call back at the
promised time
bull If the call is from overseas seek permission of the guest in front and attend to the call
swiftly
When ending a call
bull Ask if there is anything else can do for the guest
bull Give the guest his name and contact details and invite them to call for any help
bull Thank them for calling and wait till the guest leaves the line before you leave the line
Outgoing calls
bull Outgoing calls should be made at time convenient to the guest
bull Greeting Eg Assalamu Alaikumgood morning SirMadam
bull Identify oneself clearly Eg ldquoMy name is lsquonamersquo I am the Branch manager of BRAC
Bank lsquoname ofrsquo branchrdquo
bull Ask for the guest [if he calls on a landline ldquoCan I speak to lsquonamersquordquo] or [if he is
calling on the guestrsquos mobile phone ldquoAm I speaking to MrMs lsquonamersquordquo]
bull Explain the reason for your call
bull Continue the conversation and finish the call in the same manner as incoming calls
bull Follow the guidelines of holding transferring and etiquettes as described for incoming
calls earlier
531 Email communication
a Template selection Professional and appropriate templates should be used as per brand
guidelines
b Names and salutation While drafting emails to external guests name of the recipient
must be correct Proper salutation [Mr Mrs Ms Dr etc] should be used
c Word selection Right words should be selected during drafting emails so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Emails should be concise
d Spelling and grammar Spelling and grammar must be checked twice for accuracy
before sending the email
e Identity of the person generating emails The person generating external and internal
emails should have the signature with the name designation department contact phone
numbers and email address The email signature should be as per the brand guidelines
f Manager awareness All external emails should be copied to the service point managers
or sectional managers Keep the CC and BCC to a minimum and only as required for
both external and internal emails
g Acknowledgements Acknowledge internal and external emails as required Request
external guests for acknowledgement
532 Handling guest complaints The team member receiving the complaint owns the
problem until it is handed over to the relevant person and is responsible to personally
introduce the guest to himher (face to face or over the phone) Thereafter the person who
the complaint and the guest was handed over to owns the problem All or some of the
more relevant steps should be taken based on the situation
To handle guest complaints Customer Service Officers need to take the following steps
a Calm down the guest The best way to help the guest to calm down is by giving
a window for the guest to vent the anger Take the guest to a private office room if
possible let the guest vent stay calm be polite listen and offer a soft drink or cool water
b Show empathy Genuinely show that the officers are feeling the same as the
guest is feeling ndash eg ldquoI understand how you feel please let me resolve this for yourdquo
Talking with the same intensity of emotion displayed by the guest This will help calm
down the guest
c Apologize Apologize for the service fault and for the inconvenience caused
d Listen and clarify Invite the guest to explain the problem Listen to the guestrsquos
problem completely and make required clarifications to understand the real situation
Write down all the details
e Re-frame Restate what is understood and ask for the guestrsquos confirmation for
accuracy of the understanding
f Speak gently and be calm Be soft spoken even if the guest gets angry and
disturbed Do not use inappropriate words or body language and do not respond to any
question with a direct ldquoNordquo Do not blame others take ownership of the problem Give
the guest an accurate clarification and possible options Do not make any promises that
cannot be kept
g Channel the complaint to the right person Decide if the officer can handle the
complaint If not it has to be channeled it to the right person based
h Respond immediately The person receiving the complaint directly from the
guest or passed on by a colleague should offer the guest alternatives and let himher
choose Offer the solution clearly and explain to the guest the steps which will be taken to
solve the problem The solution should be provided in the shortest possible time
i Present the solution positively Explaining to the guest exactly what they can do
rather than what cannot do eg instead of saying ldquoI canrsquot deliver the certificate todayrdquo
say ldquoI will make arrangement to deliver the certificate tomorrowrdquo Using appropriate
language to inform that they take responsibility on behalf of the bank to solve the
guestrsquos problem Convey urgency by using positive time based statements - eg ldquoright
awayrdquo ldquoimmediatelyrdquo ldquowithin an hourrdquo etc
j Educate Educating the guests thoroughly to prevent future problems
k Thank for the complaint Guests should be thanked for informing the bank
regarding the problems
l Follow up Writing a letter apologizing for the problem thank for bringing it to
the notice of the bank and stating the steps that will be taken to resolve the problem with
a clear time frame [within 24 hours for standard complaints]
m Informing line manager The line manager should be kept informed about the problem
immediately through e-mail or short note The relevant manager value center head or
business unit heads should be informed of complaints based on the criticalityseverity
levels
n Guest queries regarding the complaint Responding to any guest queries
regarding the status of the solution within 24 hours If they need more time keep the
guest informed
o Complaints that require investigations In terms of complaints requiring
investigation informing the guest of the likely time frame within 24 hours Ensuring that
team members do not delay resolving such complaints beyond 3 working days If it is
taking more than 3 working days keeping the guest updated of the new time frame
533 Service recovery process Guest Service Recovery Process is to convert the upset
or irate guest into a delighted guest who has directly complained to Customer Care
Service or had been handed over to them by a colleague according to the lsquoHandling Guest
Complaintsrsquo section above -
bull When a service breakdown occurs the guest needs to be taken care of in a manner that
makes himher feel very special and important
bull Due to the service breakdown if the guest is attempting to end the relationship with the
bank at any time of this process all attempts should be made to convince the guest to stay
with BRAC Bank and steps should be taken to resolve the issue
bull It is essential that the guest is kept updated once every 3 days (by the person who owns
the problem) to ensure that they do not feel that no action is being taken Progress of the
problem should be logged regularly
bull Once breakdown has been taken care of it is the duty of the concerned department to
send the guest a letter thanking himher for being a BRAC Bank guest and depending on
the value of the problem provide guest with value additions as per the bank policy (eg
gift waiver of charges etc)
534 Managing expectations This is required when a guest needs service or terms
beyond what is possible
bull Fully understanding the guestrsquos needs
bull Politely explain to the guest that it is beyond the current guidelines
bull Speaking to a manager and seeing how best they can accommodate the request
bull Get back to the guest and explaining what can be done and say that it is done under
special approval outside the current guidelines
bull Providing the service
Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited
Effective from January 01 2010
Liability amp Wealth Management Retail Banking
Triple Benefits Savings Account
Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000
Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly
Chequebook Issue Fee Free
Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000
Visa Debit Card fee (annual) Free
Savings - Classic
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Current Plus Account
Minimum Opening Deposit Tk 25000
Half Yearly Account Maintenance Fee Tk 25000 and above FreeBelow Tk 25000 Tk 500 Half-yearly
Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free
Current Classic Account
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 500 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Ezee Account (Non-Checking Account)
Minimum Opening Deposit Tk 5000
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 24
bull Always hold the receiver with the hand and place it close to the mouth and ear
accurately
bull If the guest becomes angry upset and shouts maintain composure and listen
empathize pace and try to resolve the problem In case the problem cannot be solved
promise to direct it to a senior team member who can resolve it immediately The senior
team member should call write to and if necessary visit the guest to ensure resolution of
the problem
Putting the guest on hold
bull Guest should be put on hold only when absolutely necessary
bull Explain the reason why it is required to put himher on hold
bull Request for permission and tell himher exactly how long heshe will be kept on hold
bull If the guest says that heshe cannot hold then take the number and offer to call back as
soon as possible
bull After getting back on the phone thank the guest for waiting
Transferring a call
bull Guest calls should be transferred only when absolutely necessary
bull Seeking permission to transfer the call and telling himher exactly the reason for
transferring and to
whom the call is being transferred to
bull Ensure the person receiving the call gets on line
bull Give the details of the call before officer leave the line
When the person the officer is transferring the call to is not available or busy
bull Apologize for it and offer to help
bull Take a message if required
bull Write down the callerrsquos name organizationrsquos name telephone number and a short
message of the reason for the call
bull Pass on the message to the person who officer was trying to transfer the call
immediately by email text message or short note
When receiving a call while a guest is in front of BSSO
bull If the call arrives when attending to a guest team members should seek permission
from the guest before answering the call
bull If itrsquos a call from any colleague irrespective of their seniority tell himher that you are
serving a guest and that you will call back Finish the call within 30 seconds
bull If it is a call from a guest explain that you are attending to another guest promise to
call back in a specific amount of time take the contact details and call back at the
promised time
bull If the call is from overseas seek permission of the guest in front and attend to the call
swiftly
When ending a call
bull Ask if there is anything else can do for the guest
bull Give the guest his name and contact details and invite them to call for any help
bull Thank them for calling and wait till the guest leaves the line before you leave the line
Outgoing calls
bull Outgoing calls should be made at time convenient to the guest
bull Greeting Eg Assalamu Alaikumgood morning SirMadam
bull Identify oneself clearly Eg ldquoMy name is lsquonamersquo I am the Branch manager of BRAC
Bank lsquoname ofrsquo branchrdquo
bull Ask for the guest [if he calls on a landline ldquoCan I speak to lsquonamersquordquo] or [if he is
calling on the guestrsquos mobile phone ldquoAm I speaking to MrMs lsquonamersquordquo]
bull Explain the reason for your call
bull Continue the conversation and finish the call in the same manner as incoming calls
bull Follow the guidelines of holding transferring and etiquettes as described for incoming
calls earlier
531 Email communication
a Template selection Professional and appropriate templates should be used as per brand
guidelines
b Names and salutation While drafting emails to external guests name of the recipient
must be correct Proper salutation [Mr Mrs Ms Dr etc] should be used
c Word selection Right words should be selected during drafting emails so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Emails should be concise
d Spelling and grammar Spelling and grammar must be checked twice for accuracy
before sending the email
e Identity of the person generating emails The person generating external and internal
emails should have the signature with the name designation department contact phone
numbers and email address The email signature should be as per the brand guidelines
f Manager awareness All external emails should be copied to the service point managers
or sectional managers Keep the CC and BCC to a minimum and only as required for
both external and internal emails
g Acknowledgements Acknowledge internal and external emails as required Request
external guests for acknowledgement
532 Handling guest complaints The team member receiving the complaint owns the
problem until it is handed over to the relevant person and is responsible to personally
introduce the guest to himher (face to face or over the phone) Thereafter the person who
the complaint and the guest was handed over to owns the problem All or some of the
more relevant steps should be taken based on the situation
To handle guest complaints Customer Service Officers need to take the following steps
a Calm down the guest The best way to help the guest to calm down is by giving
a window for the guest to vent the anger Take the guest to a private office room if
possible let the guest vent stay calm be polite listen and offer a soft drink or cool water
b Show empathy Genuinely show that the officers are feeling the same as the
guest is feeling ndash eg ldquoI understand how you feel please let me resolve this for yourdquo
Talking with the same intensity of emotion displayed by the guest This will help calm
down the guest
c Apologize Apologize for the service fault and for the inconvenience caused
d Listen and clarify Invite the guest to explain the problem Listen to the guestrsquos
problem completely and make required clarifications to understand the real situation
Write down all the details
e Re-frame Restate what is understood and ask for the guestrsquos confirmation for
accuracy of the understanding
f Speak gently and be calm Be soft spoken even if the guest gets angry and
disturbed Do not use inappropriate words or body language and do not respond to any
question with a direct ldquoNordquo Do not blame others take ownership of the problem Give
the guest an accurate clarification and possible options Do not make any promises that
cannot be kept
g Channel the complaint to the right person Decide if the officer can handle the
complaint If not it has to be channeled it to the right person based
h Respond immediately The person receiving the complaint directly from the
guest or passed on by a colleague should offer the guest alternatives and let himher
choose Offer the solution clearly and explain to the guest the steps which will be taken to
solve the problem The solution should be provided in the shortest possible time
i Present the solution positively Explaining to the guest exactly what they can do
rather than what cannot do eg instead of saying ldquoI canrsquot deliver the certificate todayrdquo
say ldquoI will make arrangement to deliver the certificate tomorrowrdquo Using appropriate
language to inform that they take responsibility on behalf of the bank to solve the
guestrsquos problem Convey urgency by using positive time based statements - eg ldquoright
awayrdquo ldquoimmediatelyrdquo ldquowithin an hourrdquo etc
j Educate Educating the guests thoroughly to prevent future problems
k Thank for the complaint Guests should be thanked for informing the bank
regarding the problems
l Follow up Writing a letter apologizing for the problem thank for bringing it to
the notice of the bank and stating the steps that will be taken to resolve the problem with
a clear time frame [within 24 hours for standard complaints]
m Informing line manager The line manager should be kept informed about the problem
immediately through e-mail or short note The relevant manager value center head or
business unit heads should be informed of complaints based on the criticalityseverity
levels
n Guest queries regarding the complaint Responding to any guest queries
regarding the status of the solution within 24 hours If they need more time keep the
guest informed
o Complaints that require investigations In terms of complaints requiring
investigation informing the guest of the likely time frame within 24 hours Ensuring that
team members do not delay resolving such complaints beyond 3 working days If it is
taking more than 3 working days keeping the guest updated of the new time frame
533 Service recovery process Guest Service Recovery Process is to convert the upset
or irate guest into a delighted guest who has directly complained to Customer Care
Service or had been handed over to them by a colleague according to the lsquoHandling Guest
Complaintsrsquo section above -
bull When a service breakdown occurs the guest needs to be taken care of in a manner that
makes himher feel very special and important
bull Due to the service breakdown if the guest is attempting to end the relationship with the
bank at any time of this process all attempts should be made to convince the guest to stay
with BRAC Bank and steps should be taken to resolve the issue
bull It is essential that the guest is kept updated once every 3 days (by the person who owns
the problem) to ensure that they do not feel that no action is being taken Progress of the
problem should be logged regularly
bull Once breakdown has been taken care of it is the duty of the concerned department to
send the guest a letter thanking himher for being a BRAC Bank guest and depending on
the value of the problem provide guest with value additions as per the bank policy (eg
gift waiver of charges etc)
534 Managing expectations This is required when a guest needs service or terms
beyond what is possible
bull Fully understanding the guestrsquos needs
bull Politely explain to the guest that it is beyond the current guidelines
bull Speaking to a manager and seeing how best they can accommodate the request
bull Get back to the guest and explaining what can be done and say that it is done under
special approval outside the current guidelines
bull Providing the service
Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited
Effective from January 01 2010
Liability amp Wealth Management Retail Banking
Triple Benefits Savings Account
Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000
Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly
Chequebook Issue Fee Free
Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000
Visa Debit Card fee (annual) Free
Savings - Classic
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Current Plus Account
Minimum Opening Deposit Tk 25000
Half Yearly Account Maintenance Fee Tk 25000 and above FreeBelow Tk 25000 Tk 500 Half-yearly
Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free
Current Classic Account
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 500 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Ezee Account (Non-Checking Account)
Minimum Opening Deposit Tk 5000
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 25
When receiving a call while a guest is in front of BSSO
bull If the call arrives when attending to a guest team members should seek permission
from the guest before answering the call
bull If itrsquos a call from any colleague irrespective of their seniority tell himher that you are
serving a guest and that you will call back Finish the call within 30 seconds
bull If it is a call from a guest explain that you are attending to another guest promise to
call back in a specific amount of time take the contact details and call back at the
promised time
bull If the call is from overseas seek permission of the guest in front and attend to the call
swiftly
When ending a call
bull Ask if there is anything else can do for the guest
bull Give the guest his name and contact details and invite them to call for any help
bull Thank them for calling and wait till the guest leaves the line before you leave the line
Outgoing calls
bull Outgoing calls should be made at time convenient to the guest
bull Greeting Eg Assalamu Alaikumgood morning SirMadam
bull Identify oneself clearly Eg ldquoMy name is lsquonamersquo I am the Branch manager of BRAC
Bank lsquoname ofrsquo branchrdquo
bull Ask for the guest [if he calls on a landline ldquoCan I speak to lsquonamersquordquo] or [if he is
calling on the guestrsquos mobile phone ldquoAm I speaking to MrMs lsquonamersquordquo]
bull Explain the reason for your call
bull Continue the conversation and finish the call in the same manner as incoming calls
bull Follow the guidelines of holding transferring and etiquettes as described for incoming
calls earlier
531 Email communication
a Template selection Professional and appropriate templates should be used as per brand
guidelines
b Names and salutation While drafting emails to external guests name of the recipient
must be correct Proper salutation [Mr Mrs Ms Dr etc] should be used
c Word selection Right words should be selected during drafting emails so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Emails should be concise
d Spelling and grammar Spelling and grammar must be checked twice for accuracy
before sending the email
e Identity of the person generating emails The person generating external and internal
emails should have the signature with the name designation department contact phone
numbers and email address The email signature should be as per the brand guidelines
f Manager awareness All external emails should be copied to the service point managers
or sectional managers Keep the CC and BCC to a minimum and only as required for
both external and internal emails
g Acknowledgements Acknowledge internal and external emails as required Request
external guests for acknowledgement
532 Handling guest complaints The team member receiving the complaint owns the
problem until it is handed over to the relevant person and is responsible to personally
introduce the guest to himher (face to face or over the phone) Thereafter the person who
the complaint and the guest was handed over to owns the problem All or some of the
more relevant steps should be taken based on the situation
To handle guest complaints Customer Service Officers need to take the following steps
a Calm down the guest The best way to help the guest to calm down is by giving
a window for the guest to vent the anger Take the guest to a private office room if
possible let the guest vent stay calm be polite listen and offer a soft drink or cool water
b Show empathy Genuinely show that the officers are feeling the same as the
guest is feeling ndash eg ldquoI understand how you feel please let me resolve this for yourdquo
Talking with the same intensity of emotion displayed by the guest This will help calm
down the guest
c Apologize Apologize for the service fault and for the inconvenience caused
d Listen and clarify Invite the guest to explain the problem Listen to the guestrsquos
problem completely and make required clarifications to understand the real situation
Write down all the details
e Re-frame Restate what is understood and ask for the guestrsquos confirmation for
accuracy of the understanding
f Speak gently and be calm Be soft spoken even if the guest gets angry and
disturbed Do not use inappropriate words or body language and do not respond to any
question with a direct ldquoNordquo Do not blame others take ownership of the problem Give
the guest an accurate clarification and possible options Do not make any promises that
cannot be kept
g Channel the complaint to the right person Decide if the officer can handle the
complaint If not it has to be channeled it to the right person based
h Respond immediately The person receiving the complaint directly from the
guest or passed on by a colleague should offer the guest alternatives and let himher
choose Offer the solution clearly and explain to the guest the steps which will be taken to
solve the problem The solution should be provided in the shortest possible time
i Present the solution positively Explaining to the guest exactly what they can do
rather than what cannot do eg instead of saying ldquoI canrsquot deliver the certificate todayrdquo
say ldquoI will make arrangement to deliver the certificate tomorrowrdquo Using appropriate
language to inform that they take responsibility on behalf of the bank to solve the
guestrsquos problem Convey urgency by using positive time based statements - eg ldquoright
awayrdquo ldquoimmediatelyrdquo ldquowithin an hourrdquo etc
j Educate Educating the guests thoroughly to prevent future problems
k Thank for the complaint Guests should be thanked for informing the bank
regarding the problems
l Follow up Writing a letter apologizing for the problem thank for bringing it to
the notice of the bank and stating the steps that will be taken to resolve the problem with
a clear time frame [within 24 hours for standard complaints]
m Informing line manager The line manager should be kept informed about the problem
immediately through e-mail or short note The relevant manager value center head or
business unit heads should be informed of complaints based on the criticalityseverity
levels
n Guest queries regarding the complaint Responding to any guest queries
regarding the status of the solution within 24 hours If they need more time keep the
guest informed
o Complaints that require investigations In terms of complaints requiring
investigation informing the guest of the likely time frame within 24 hours Ensuring that
team members do not delay resolving such complaints beyond 3 working days If it is
taking more than 3 working days keeping the guest updated of the new time frame
533 Service recovery process Guest Service Recovery Process is to convert the upset
or irate guest into a delighted guest who has directly complained to Customer Care
Service or had been handed over to them by a colleague according to the lsquoHandling Guest
Complaintsrsquo section above -
bull When a service breakdown occurs the guest needs to be taken care of in a manner that
makes himher feel very special and important
bull Due to the service breakdown if the guest is attempting to end the relationship with the
bank at any time of this process all attempts should be made to convince the guest to stay
with BRAC Bank and steps should be taken to resolve the issue
bull It is essential that the guest is kept updated once every 3 days (by the person who owns
the problem) to ensure that they do not feel that no action is being taken Progress of the
problem should be logged regularly
bull Once breakdown has been taken care of it is the duty of the concerned department to
send the guest a letter thanking himher for being a BRAC Bank guest and depending on
the value of the problem provide guest with value additions as per the bank policy (eg
gift waiver of charges etc)
534 Managing expectations This is required when a guest needs service or terms
beyond what is possible
bull Fully understanding the guestrsquos needs
bull Politely explain to the guest that it is beyond the current guidelines
bull Speaking to a manager and seeing how best they can accommodate the request
bull Get back to the guest and explaining what can be done and say that it is done under
special approval outside the current guidelines
bull Providing the service
Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited
Effective from January 01 2010
Liability amp Wealth Management Retail Banking
Triple Benefits Savings Account
Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000
Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly
Chequebook Issue Fee Free
Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000
Visa Debit Card fee (annual) Free
Savings - Classic
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Current Plus Account
Minimum Opening Deposit Tk 25000
Half Yearly Account Maintenance Fee Tk 25000 and above FreeBelow Tk 25000 Tk 500 Half-yearly
Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free
Current Classic Account
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 500 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Ezee Account (Non-Checking Account)
Minimum Opening Deposit Tk 5000
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 26
b Names and salutation While drafting emails to external guests name of the recipient
must be correct Proper salutation [Mr Mrs Ms Dr etc] should be used
c Word selection Right words should be selected during drafting emails so that the
meaning is clear Respectful positive and active tone should be used The tone should be
confident Emails should be concise
d Spelling and grammar Spelling and grammar must be checked twice for accuracy
before sending the email
e Identity of the person generating emails The person generating external and internal
emails should have the signature with the name designation department contact phone
numbers and email address The email signature should be as per the brand guidelines
f Manager awareness All external emails should be copied to the service point managers
or sectional managers Keep the CC and BCC to a minimum and only as required for
both external and internal emails
g Acknowledgements Acknowledge internal and external emails as required Request
external guests for acknowledgement
532 Handling guest complaints The team member receiving the complaint owns the
problem until it is handed over to the relevant person and is responsible to personally
introduce the guest to himher (face to face or over the phone) Thereafter the person who
the complaint and the guest was handed over to owns the problem All or some of the
more relevant steps should be taken based on the situation
To handle guest complaints Customer Service Officers need to take the following steps
a Calm down the guest The best way to help the guest to calm down is by giving
a window for the guest to vent the anger Take the guest to a private office room if
possible let the guest vent stay calm be polite listen and offer a soft drink or cool water
b Show empathy Genuinely show that the officers are feeling the same as the
guest is feeling ndash eg ldquoI understand how you feel please let me resolve this for yourdquo
Talking with the same intensity of emotion displayed by the guest This will help calm
down the guest
c Apologize Apologize for the service fault and for the inconvenience caused
d Listen and clarify Invite the guest to explain the problem Listen to the guestrsquos
problem completely and make required clarifications to understand the real situation
Write down all the details
e Re-frame Restate what is understood and ask for the guestrsquos confirmation for
accuracy of the understanding
f Speak gently and be calm Be soft spoken even if the guest gets angry and
disturbed Do not use inappropriate words or body language and do not respond to any
question with a direct ldquoNordquo Do not blame others take ownership of the problem Give
the guest an accurate clarification and possible options Do not make any promises that
cannot be kept
g Channel the complaint to the right person Decide if the officer can handle the
complaint If not it has to be channeled it to the right person based
h Respond immediately The person receiving the complaint directly from the
guest or passed on by a colleague should offer the guest alternatives and let himher
choose Offer the solution clearly and explain to the guest the steps which will be taken to
solve the problem The solution should be provided in the shortest possible time
i Present the solution positively Explaining to the guest exactly what they can do
rather than what cannot do eg instead of saying ldquoI canrsquot deliver the certificate todayrdquo
say ldquoI will make arrangement to deliver the certificate tomorrowrdquo Using appropriate
language to inform that they take responsibility on behalf of the bank to solve the
guestrsquos problem Convey urgency by using positive time based statements - eg ldquoright
awayrdquo ldquoimmediatelyrdquo ldquowithin an hourrdquo etc
j Educate Educating the guests thoroughly to prevent future problems
k Thank for the complaint Guests should be thanked for informing the bank
regarding the problems
l Follow up Writing a letter apologizing for the problem thank for bringing it to
the notice of the bank and stating the steps that will be taken to resolve the problem with
a clear time frame [within 24 hours for standard complaints]
m Informing line manager The line manager should be kept informed about the problem
immediately through e-mail or short note The relevant manager value center head or
business unit heads should be informed of complaints based on the criticalityseverity
levels
n Guest queries regarding the complaint Responding to any guest queries
regarding the status of the solution within 24 hours If they need more time keep the
guest informed
o Complaints that require investigations In terms of complaints requiring
investigation informing the guest of the likely time frame within 24 hours Ensuring that
team members do not delay resolving such complaints beyond 3 working days If it is
taking more than 3 working days keeping the guest updated of the new time frame
533 Service recovery process Guest Service Recovery Process is to convert the upset
or irate guest into a delighted guest who has directly complained to Customer Care
Service or had been handed over to them by a colleague according to the lsquoHandling Guest
Complaintsrsquo section above -
bull When a service breakdown occurs the guest needs to be taken care of in a manner that
makes himher feel very special and important
bull Due to the service breakdown if the guest is attempting to end the relationship with the
bank at any time of this process all attempts should be made to convince the guest to stay
with BRAC Bank and steps should be taken to resolve the issue
bull It is essential that the guest is kept updated once every 3 days (by the person who owns
the problem) to ensure that they do not feel that no action is being taken Progress of the
problem should be logged regularly
bull Once breakdown has been taken care of it is the duty of the concerned department to
send the guest a letter thanking himher for being a BRAC Bank guest and depending on
the value of the problem provide guest with value additions as per the bank policy (eg
gift waiver of charges etc)
534 Managing expectations This is required when a guest needs service or terms
beyond what is possible
bull Fully understanding the guestrsquos needs
bull Politely explain to the guest that it is beyond the current guidelines
bull Speaking to a manager and seeing how best they can accommodate the request
bull Get back to the guest and explaining what can be done and say that it is done under
special approval outside the current guidelines
bull Providing the service
Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited
Effective from January 01 2010
Liability amp Wealth Management Retail Banking
Triple Benefits Savings Account
Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000
Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly
Chequebook Issue Fee Free
Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000
Visa Debit Card fee (annual) Free
Savings - Classic
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Current Plus Account
Minimum Opening Deposit Tk 25000
Half Yearly Account Maintenance Fee Tk 25000 and above FreeBelow Tk 25000 Tk 500 Half-yearly
Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free
Current Classic Account
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 500 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Ezee Account (Non-Checking Account)
Minimum Opening Deposit Tk 5000
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 27
d Listen and clarify Invite the guest to explain the problem Listen to the guestrsquos
problem completely and make required clarifications to understand the real situation
Write down all the details
e Re-frame Restate what is understood and ask for the guestrsquos confirmation for
accuracy of the understanding
f Speak gently and be calm Be soft spoken even if the guest gets angry and
disturbed Do not use inappropriate words or body language and do not respond to any
question with a direct ldquoNordquo Do not blame others take ownership of the problem Give
the guest an accurate clarification and possible options Do not make any promises that
cannot be kept
g Channel the complaint to the right person Decide if the officer can handle the
complaint If not it has to be channeled it to the right person based
h Respond immediately The person receiving the complaint directly from the
guest or passed on by a colleague should offer the guest alternatives and let himher
choose Offer the solution clearly and explain to the guest the steps which will be taken to
solve the problem The solution should be provided in the shortest possible time
i Present the solution positively Explaining to the guest exactly what they can do
rather than what cannot do eg instead of saying ldquoI canrsquot deliver the certificate todayrdquo
say ldquoI will make arrangement to deliver the certificate tomorrowrdquo Using appropriate
language to inform that they take responsibility on behalf of the bank to solve the
guestrsquos problem Convey urgency by using positive time based statements - eg ldquoright
awayrdquo ldquoimmediatelyrdquo ldquowithin an hourrdquo etc
j Educate Educating the guests thoroughly to prevent future problems
k Thank for the complaint Guests should be thanked for informing the bank
regarding the problems
l Follow up Writing a letter apologizing for the problem thank for bringing it to
the notice of the bank and stating the steps that will be taken to resolve the problem with
a clear time frame [within 24 hours for standard complaints]
m Informing line manager The line manager should be kept informed about the problem
immediately through e-mail or short note The relevant manager value center head or
business unit heads should be informed of complaints based on the criticalityseverity
levels
n Guest queries regarding the complaint Responding to any guest queries
regarding the status of the solution within 24 hours If they need more time keep the
guest informed
o Complaints that require investigations In terms of complaints requiring
investigation informing the guest of the likely time frame within 24 hours Ensuring that
team members do not delay resolving such complaints beyond 3 working days If it is
taking more than 3 working days keeping the guest updated of the new time frame
533 Service recovery process Guest Service Recovery Process is to convert the upset
or irate guest into a delighted guest who has directly complained to Customer Care
Service or had been handed over to them by a colleague according to the lsquoHandling Guest
Complaintsrsquo section above -
bull When a service breakdown occurs the guest needs to be taken care of in a manner that
makes himher feel very special and important
bull Due to the service breakdown if the guest is attempting to end the relationship with the
bank at any time of this process all attempts should be made to convince the guest to stay
with BRAC Bank and steps should be taken to resolve the issue
bull It is essential that the guest is kept updated once every 3 days (by the person who owns
the problem) to ensure that they do not feel that no action is being taken Progress of the
problem should be logged regularly
bull Once breakdown has been taken care of it is the duty of the concerned department to
send the guest a letter thanking himher for being a BRAC Bank guest and depending on
the value of the problem provide guest with value additions as per the bank policy (eg
gift waiver of charges etc)
534 Managing expectations This is required when a guest needs service or terms
beyond what is possible
bull Fully understanding the guestrsquos needs
bull Politely explain to the guest that it is beyond the current guidelines
bull Speaking to a manager and seeing how best they can accommodate the request
bull Get back to the guest and explaining what can be done and say that it is done under
special approval outside the current guidelines
bull Providing the service
Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited
Effective from January 01 2010
Liability amp Wealth Management Retail Banking
Triple Benefits Savings Account
Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000
Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly
Chequebook Issue Fee Free
Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000
Visa Debit Card fee (annual) Free
Savings - Classic
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Current Plus Account
Minimum Opening Deposit Tk 25000
Half Yearly Account Maintenance Fee Tk 25000 and above FreeBelow Tk 25000 Tk 500 Half-yearly
Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free
Current Classic Account
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 500 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Ezee Account (Non-Checking Account)
Minimum Opening Deposit Tk 5000
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 28
business unit heads should be informed of complaints based on the criticalityseverity
levels
n Guest queries regarding the complaint Responding to any guest queries
regarding the status of the solution within 24 hours If they need more time keep the
guest informed
o Complaints that require investigations In terms of complaints requiring
investigation informing the guest of the likely time frame within 24 hours Ensuring that
team members do not delay resolving such complaints beyond 3 working days If it is
taking more than 3 working days keeping the guest updated of the new time frame
533 Service recovery process Guest Service Recovery Process is to convert the upset
or irate guest into a delighted guest who has directly complained to Customer Care
Service or had been handed over to them by a colleague according to the lsquoHandling Guest
Complaintsrsquo section above -
bull When a service breakdown occurs the guest needs to be taken care of in a manner that
makes himher feel very special and important
bull Due to the service breakdown if the guest is attempting to end the relationship with the
bank at any time of this process all attempts should be made to convince the guest to stay
with BRAC Bank and steps should be taken to resolve the issue
bull It is essential that the guest is kept updated once every 3 days (by the person who owns
the problem) to ensure that they do not feel that no action is being taken Progress of the
problem should be logged regularly
bull Once breakdown has been taken care of it is the duty of the concerned department to
send the guest a letter thanking himher for being a BRAC Bank guest and depending on
the value of the problem provide guest with value additions as per the bank policy (eg
gift waiver of charges etc)
534 Managing expectations This is required when a guest needs service or terms
beyond what is possible
bull Fully understanding the guestrsquos needs
bull Politely explain to the guest that it is beyond the current guidelines
bull Speaking to a manager and seeing how best they can accommodate the request
bull Get back to the guest and explaining what can be done and say that it is done under
special approval outside the current guidelines
bull Providing the service
Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited
Effective from January 01 2010
Liability amp Wealth Management Retail Banking
Triple Benefits Savings Account
Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000
Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly
Chequebook Issue Fee Free
Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000
Visa Debit Card fee (annual) Free
Savings - Classic
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Current Plus Account
Minimum Opening Deposit Tk 25000
Half Yearly Account Maintenance Fee Tk 25000 and above FreeBelow Tk 25000 Tk 500 Half-yearly
Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free
Current Classic Account
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 500 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Ezee Account (Non-Checking Account)
Minimum Opening Deposit Tk 5000
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 29
bull Speaking to a manager and seeing how best they can accommodate the request
bull Get back to the guest and explaining what can be done and say that it is done under
special approval outside the current guidelines
bull Providing the service
Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited
Effective from January 01 2010
Liability amp Wealth Management Retail Banking
Triple Benefits Savings Account
Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000
Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly
Chequebook Issue Fee Free
Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000
Visa Debit Card fee (annual) Free
Savings - Classic
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Current Plus Account
Minimum Opening Deposit Tk 25000
Half Yearly Account Maintenance Fee Tk 25000 and above FreeBelow Tk 25000 Tk 500 Half-yearly
Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free
Current Classic Account
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 500 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Ezee Account (Non-Checking Account)
Minimum Opening Deposit Tk 5000
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 30
Schedule of ChargesLiability amp Wealth Management Retail Banking BRAC Bank Limited
Effective from January 01 2010
Liability amp Wealth Management Retail Banking
Triple Benefits Savings Account
Minimum Account Opening Deposit Tk 50000 Minimum Amount required to earn interest Tk 50000
Half Yearly Account Maintenance Fee Tk 50000 and above FreeBelow Tk 50000 Tk 300 Half-yearly
Chequebook Issue Fee Free
Second Chequebook Issue Fee Tk 100 for 12 pages if last month balance is below Tk 50000
Visa Debit Card fee (annual) Free
Savings - Classic
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 300 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Current Plus Account
Minimum Opening Deposit Tk 25000
Half Yearly Account Maintenance Fee Tk 25000 and above FreeBelow Tk 25000 Tk 500 Half-yearly
Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 200 for 25 pages if last month balance is below Tk 25000 Visa Debit Card fee (annual) Free Inter-city Online Transaction charges Free
Current Classic Account
Minimum Opening Deposit Tk 15000 Half Yearly Account Maintenance Fee Tk 500 Half-Yearly Chequebook Issue Fee Free Second Chequebook Issue Fee Tk 100 for 12 pages if balance is below Tk 15000 Visa Debit Card fee (annual) Tk 600 (yearly)
Ezee Account (Non-Checking Account)
Minimum Opening Deposit Tk 5000
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 31
Visa Debit Card fee (annual) Tk 600 (yearly)
Aporajita (Non-Checking Account)
Minimum Opening Deposit Tk 5000 Visa Debit Card fee (annual) Tk 600 (yearly) Femina ATM Card fee (annual) - discontinued Tk 590 (yearly)
Salary Account (Non-Checking Account)
Minimum Opening Deposit Not required Account Maintenance Fee Free Closing Fee Free Visa Debit Card fee (annual) Tk 300 (yearly)
Campus Account (Non-Checking Account)
Minimum Opening Deposit Tk 2000 Account Maintenance Fee Free Campus Card (ATM Card) - discontinued Tk 400 (yearly) Visa Debit Card fee (annual) Tk 600 (yearly)
Account Related Fees Duplicate Account Statement Tk 100 (current year) Tk 200(previous year) Balance Certificate Issue Tk 100 Dormant Account Activation charge Free
Cash Withdrawal from Branch POS (Per withdrawal above BDT 50000)
Free
BO Account Certificate Tk 100 Account Closing Fee Tk 200
ATMDebit Card Related Fees
Co-Branded Debit Card Fee Tk 600 ATM Debit card Replacement charge Tk 300 PIN Replacement Fee Tk 100 Uncollected card destruction charge Free Cash Withdrawal from other bank VISA ATMs
(Per withdrawal) Tk 100 Cash Withdrawal from Partner (OMNIBUS) ATMs
(Per withdrawal) Tk 15
Video Record checking upon Accountholders request for any dispute
Tk 1000
Cheque amp Cheque Book Related Fees
Special Cheque Book Charges Tk 300 for 12 pages Tk 500 for 25 pages
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 32
Tk 1000 for 50 pages
Tk 100
Cheque Dishonour due to insufficient fund Tk 500
Stop Payment Tk 200
Bangladesh Bank Cheque Issue Tk 200
Cheque Collection (Outstation) ndash LCY ndash via BRAC Bank branch
Free
Cheque Collection (Outstation) ndash LCY ndash via other bankrsquos branch
Tk 200
Cheque Purchase ndash LCY Tk 500 Cheque Collection outward (FCY) in BD USD 5 per cheque Cheque Collection outward (FCY) outside BD 025 (minimum USD 35) Cheque Purchase ndash FCY 1 (minimum USD 45)
Intercity Online Charges amp Fund Transfer
Account to account transfer FreeOnline Transaction (inter-city)
Deposit Upto Tk 1 lac Free Above Tk 1 lac to Tk 10 lac Tk 100 Above Tk 10 lac to Tk 50 lac Tk 500 Above Tk 50 lac Tk 1000
Online Transaction (inter-city) Withdrawal
Upto Tk 1 lac Tk 100 Above Tk 1 lac to Tk 10 lac Tk 500 Above Tk 10 lac to Tk 50 lac Tk 1000 Above Tk 50 lac Tk 5000
Pay Order Demand Draft amp Ftt Fees
Pay Order Demand Draft Issuance (Lcy) Upto Tk 10 lac Tk 100 Above Tk 10 lac Tk 200 Pay Order Demand Draft Cancellation (Lcy) Tk 100 Demand Draft (FCY) Issue Tk 1000 Pay Order Demand Draft Cancellation (Fcy) Tk 500 FTT (SWIFT) Advice Issue Tk 1000 FTT (SWIFT) Advice Cancellation Tk 250
Foreign Correspondence Charges - FCC (applicable at the time of FDDFTT Issuance and Traveler Cheques Encashment)
Tk 500
Foreign Currency amp Travelerrsquos Cheque Fees
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 33
FCY Issue1 (Free if withdrawn from accountholders own RFCD or FCY account)
FCY Encashment for Accountholder Tk 100
TC Issue 1 of Issue Amount
TC Encashment (Accountholder)BRAC Bank TC Tk 200 Other Bank TC 1 of issue amount (min Tk 500)
TC (other bank) Encashment ndash non-accountholder 200 (minimum Tk 500)
Passport Endorsement - Regular (Accountholder) Tk 200
Passport Endorsement ndash from FCY account (Accountholder) Tk 200
Passport Endorsement (Non-Accountholder) Tk 500 Certificate of CASHTC Encashment ndash
Accountholder Tk 200 Certificate of CASH TC Encashment ndash Non-
Accountholder Tk 300
Locker Charges
Locker Facility ndash Small (Yearly)Tk 3500 for Dhaka amp Ctg branches Tk 3000 for remaining Branches
Locker Facility ndash Medium (Yearly)Tk 5200 for Dhaka amp Ctg branches Tk 4500 for remaining Branches
Locker Facility ndash Large (Yearly)Tk 7200 for Dhaka amp Ctg branches Tk 5500 for remaining Branches
Education and Medical Related Service Fees
Student Services ndash document verification Tk 2000 Student Services ndash file maintenance Tk 4000 (yearly) Duplicate NOC against Student File Tk 500 Medical Services ndash file maintenance Tk 2000
Miscellaneous Fees
Mail Forwarding Abroad Tk 200 BRAC Bank Statement Verification Tk 200 Certificate of Inward Remittance Tk 100 per remittance Duplicate Instrument Issue (FD FDD PO etc) Free Solvency Certificate Issue Tk 200 Salary Disbursement Charge Tk 10 per account Min 500 Max 2500 Standing Instruction Set up Tk 100 Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 34
SMS Banking Tk 200 (yearly) Standing Instruction for transfer of funds
between accounts Tk 20
Auxiliary Service Fees
Internet Banking Free Phone Banking Free SMS Banking Tk 200 (yearly)
15 VAT is applicable on all fees and commissions as per Govt circular no SRO 117-LAW2002342-VAT dated June 06 2002 BRAC BANK reserves the right to change the fees amp commissions without prior notice Conditions apply
My Experience in BRAC BankIn BRAC Bank I had worked in Customer Care Department I had worked there for 3
months There are different types of activities that I had performed like Account opening
debit card issue Chequebook issue Statement printout ATM card destruction Static
data change etc These data are described in the followings
Different Types of Customer Care Services
1) Account Opening
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 35
It was my first duty to inform interested customers about the required documents and
charges of an account Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM The
BSSO will provide Welcome Pack of the account to customer Now-a-days atm cards are
provided with all types of account So check books are provided on request by customers
with necessary charges
2) Debit Card Issue
This is not done by Customer care service
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 36
If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number On request of customer I had
provided the form and instruct them to fill-up it The form is checked for sufficient
balance and if balance is enough then it is sent to item production Then a card is issued
and reissued card number is sent to phone banking for activation purpose A pin number
is also issued for the new card The lost card is showed as ldquoHot Cardrdquo and deleted from
the system The customers have to come for collecting the atm card and also pin number
of the card
3) Chequebook Issuance
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 37
Customer care service receives chequebook request through three ways- directly from
customers through bearer or drop-box I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM Branch send
the requisition mail to item production They upload the chequebook related data and also
print the chequebook These chequebooks are delivered to the branch Then BSSO has
the responsibility to deliver these chequebooks to customers
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 38
4) Internet Banking Service
The customers have to fill-up specific internet banking form in the branch The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers Then BSSO has to check and verify the request for fulfillment and
disbursement It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password
This password is sent to customer e-mail address The customer has to receive the
password and with this code heshe can access his account do transaction and also many
things
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 39
5) Signature Change
Sometimes customer faces problem with their signature So they come to branch for
changing their signature I had provided the customers with necessary form and requested
them for a recent taken photograph of himher This signature change card is sent to
specific department for archiving The department will upload the new signature in the
system This process will take 3-4 days After that period customers can use their new
signature
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 40
6) Static Data Change
Static data change means changing data like address change nominee change mobile
number change and etc The customers have to fill-up specific form with necessary
documents Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM I have checked and verified the form Then BSSO will
send the form to Fulfillment amp Disbursement (FampD) With the form and attached
document specific department will upload the documents in the system and Finacle
Finacle ndash A Software used by BRAC Bank
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 41
7) ATM PIN and Chequebook Destruction
It is responsibility of BSSO to enlist all the atm cards chequebooks and pin numbers that
has been delivered to a branch But if those things are not received by customers within 3
months Bank has to destroy those things For that purpose I have enlisted all the
undelivered atm cards chequebooks pin numbers and then mailed the list to Item
Production and Imaging Department They will destroy the mentioned things from the
system and mail back to branch After checking the list with the atm card chequebook
and pin numbers BM with send these things with a list Finally Item Production and
Imaging Department will destroy within 7 days of physically receipt
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 42
8) Fixed Deposit (FD) Deposit Scheme (DPS) opening
I have informed the customers about FDDPS rate required number of deposits (DPS)
maturity date etc There is brochure from which these rates can be informed Then
interested customers will fill-up respective form The request form and AC balance will
be checked BSSO A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail If there is no discrepancy DO will input relevant information in system and
inform the branch An advice copy of the FD DPS is delivered to customer by branch
after all the documentation is completed
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 43
10) Fixed Deposit (FD) Deposit Scheme (DPS) closing
At maturity date customer will submit FD DPS closing request form with the advice
copy I had checked the advice copy and closing request I had sent a scancopy of request
to CCD Again the request is verified by CCD The FD DPS will be closed in system and
different charges are deducted Finally CCD approved the form and allows to encash the
amount
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 44
11) Issuing Bank Statement
Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software ldquoMISTERSYSrdquo BS will print
the statement and delivers those to respective ac holders through courier or e-mail BS
has the responsibility to mail the listed ac number to respective branches BS will send
the next print after 90 days of the previous one Customers can also collect the statement
from branch with charges For that purpose I had fill-up the customers requisition form
and inform them about charges Finally when all the information had been informed then
I had printed the statement and packed in a envelope
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 45
12) Dormant Account Reactivation
An account will be dormant if the account holder does not have any transaction for 6
months To reactivate the account customer has to fill a reactivation form It is necessary
to check hisher national id by BSSO I had to take a photocopy of national id card After
verifying all the documents BSSO will send the request to BS The request will be
checked and the account will be activated A confirmation mail is sent to branch to
acknowledge the customer
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 46
14) Inward MICR Cheque
If a card cheque is received I mailed card cheque number to authorization desk for
authorization code to execute the card cheque Using the authorization code clearing unit
uploads cheque details in card cheque software But BSSO will cheque the signature from
the signature image The instruments image is checked and they will be marked as
accepted or declined as per requirement After all the documentation the amount will be
passed from the account
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 47
15) Outward MICR Cheque
If the customers deposit other banks cheque in BRAC Bank I had checked and placed
receive seal on deposit slip Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit Respective person from clearing unit captures all the data as image
He will also input cheque amount and credit account number in interface software If
everything is ok data will be uploaded in CBSrsquos MICR Zone as per acknowledgement
for floating balance
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 48
16) Pay Order Issue at Branch
Issuing pay-order is an important task of Bank For issuing a pay-order customer has to
come branch and request for a pay-order form It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank Then the customer has to fill-up a pay-
order form and sign it I had to check the form whether there is any deficiency like
receivers name account number and etc BSSO will receive the pay-order form and make
entry in Finacle to print voucher
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 49
17) Foreign Cheque Collection
To deliver the foreign cheque customers have to submit the foreign cheque at branch
along with deposit slip and other documents I have to check all the related documents
then send to Trade amp Remittance (TampD) through the approval of BSSO TampD will send
the cheque with forwarding letter to the foreign bank through international courier
Finally after the approval of foreign bank TampD will authorise the cheque and
recommend disbursing
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 50
25) Fake Notes Management
Fake note management is an important task of BRAC Bank Customer Care Service It is
duty of branch to inform the IBCM IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 51
26) Excess Cash Management
When in a particular day there is excess cash in branch I had informed CM through mail
IBCM will ask Treasury Department where to deposit the excess amount by mail The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 52
Problems that I had faced in performing those duties
1 BSSO have the responsibility to perform those duties through Finacle But I was
not authorized to activate any Finacle id and access the sever As a result
customer service was not easy for me
2 A training session will be helpful for the interns But due to time storage no
training program can be provided
3 Customers do not have enough information about the account related data So it
was difficult me to access those accounts
4 Update data is not available
5
Mystery Shopping Survey
The Goal of Mystery Shopping Survey
The objective of this survey is to investigate and evaluate service standards of branches
of that the lsquoguestsrsquo experience With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities
Techniques
With the help of chosen activities the mystery shoppersrsquo job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer
The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs Each
CCSO BSSO will be supervised twice during this type of survey During the personal
investigation the mystery shoppers perform under various circumstances and observe
staff reactions courtesy levels and knowledge levels among other available things
Attributes of Mystery Shopping Survey
BSSOs and CCSOs will be reviewed on the following attributes
Personal Aptitude
Professional Conduct
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 53
Product and Service Focus
Inappropriate Conduct
Subjective Impression based on Personality
Professionalism
Attire
Customer observation (Overall Satisfaction)
Office premises appearance (internal and external) Overall appearance
Cleanliness Clean or dirty premises including desktops
Maintenance of furniture and fixture
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 54
A Sample questionnaire is given below for your better understanding
Mr XYZ Rating Score
PERSONAL ATTITUDE
1
Acknowledged customers presence
immediately Yes
5
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
6
Made steady eye contact throughout
discussion Yes
5
7
Smiled or showed concern throughout
discussion Yes
5
8 Listened without disrupting Yes 5
9
Expressed thanks or welcome after
service Yes
4
10 Invited customer to return Yes 4
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 55
6
Lead service delivery unprompted by
customer Yes
5
7
Asked about profession or if personal
info was current Yes
1
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
10
Handled disputes with minimum
argument Yes
4
11
Managed distractions or interruptions
capably Yes
5
12
Apologized for inconveniences or
mistakes Yes
5
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
4
Adequate knowledge of surveyed
product or service Yes
5
5 Paced presentation comfortably Yes 5
6
Provided recommendations or discussed
benefits Yes
5
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
1
Passed service to another officer without
completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 56
2 Ate or drank at desk No 0
3 Received or made personal call No 0
4
Left seat unnecessarily or for long
periods No 0
5
Engaged in prolonged conversations with
others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
1 Assertive Assertive 5
2 Competent
Very
competent 5
OverallTotal Score Excellent 150
ScoreActual Score 10000 150
Overall Rating
In order to land at overall rating an individualrsquos total score is calculated by adding up
points earned against some different scenarios for BSSO and CCSO This total score is
then converted into percentage in order to represent in a suitable form
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 57
Based on the percentage score obtained overall rating is done as bellow
Excellent 95lt X le 100
Very Good 90lt X le 95
Good 80 lt X le 90
Average 60lt X le 80
Poor 50 lt X le 60
Very Poor X le 50
Branch SQ Index
From the survey we can calculate the branch overall SQ index Branch SQ index includes
average people score of a particular branch and average branch observation score
Bank SQ Index
After getting each branch SQ index we are able to calculate average branch SQ index to
derive the Bank SQ index
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 58
Findings
At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings
1) Regular checking is mandatory for the customer service officers Daily
reconciliation of chequebook atm card pin number and welcome pack is
necessary Most of the time customer service officers do the duties properly
2) BRAC Bank Jamal Khan Branch does not have a pleasant atmosphere for
customers Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service For example- most of
the AC does not work properly and many also
3) Guest Waiting areas are not provided with enough sitting arrangement For this
reason most of time customers have to stand and wait when it is heavy crowded
4) In the Service Quality Handbook it is clearly written that guest waiting areas
should be provided with newspapers magazines and periodicals But the guest
waiting areas are never provided with newspapers magazines or periodicals
5) Some BSSOs are regularly late in the office even after the time when service hour
started They also do not do ldquoOfficerdquo In and ldquoOffice Outrdquo properly
6) BSSO stands for Branch Sales amp Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank They
have to serve customers from 10 AM to 4 PM After 4 PM they do all the
reconciliations The time for Office Out is 6 PM But BSSO have to do loan
disburse and also bring new fund It is very much hard for BSSO to do all these
activities
7) As per Bangladesh Bank requirement Torn amp Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES Page 59
A Brief Overview on Service Quality Hand Book of BRAC Bank Introduction lsquoBRACrsquo Bank Guest Experience Fundamentals The Owners of lsquoBRACrsquo Bank Guest Experience Quality The lsquoBRACrsquo Bank Guest Experience Standards The Process General Compliance Third time ndash The employee will be terminated if the same guideline is violated for the third time Detailed guidelines The guidelines below are listed under the 5Prsquos 1 PEOPLE 2 PREMISES 3 PAPERS 4 PROCESSES 5 PRACTICES