The Financial Times today has reported that Royal Bank of
If only the top brass at RBS realised that by having a different management perspective, measuring what matters to customers, and empowering call centre staff to take the time to do things “right first time”, they could reduce complaints and repeat calls. Not only would this improve service, but morale would improve, as would productivity.
Blimey! That would mean RBS could save money on recruitment, training and covering sickness absence and only make redundant the additional and unnecessary headcount they’re carrying. And while they’re doing that, they could claw back market share by being the best, which, let’s face it, wouldn’t be too arduous!
If RBS did that, it would really shake up the market and address the issues faced by the financial services industry, whilst improving the experience of end customers… come on RBS – rise to the challenge!!!
