Motivated employee + professional service = happy client - Ameriabank keeps customer service quality in focus

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YEREVAN, October 9. /ARKA/. Ameriabank has launched a three-stage program designed to improve the professional and social skills of its employees, which will run from October 6 to 14.nbsp;br/pp

The program is designed to develop communication skills, emotional intelligence and problem solving that may arise with clients. It is aimed at forming the spirit of customer service and changing the attitude towards service, as well as changing the way of thinking to understand the importance of service at the highest level, said international master trainer in customer service and leadership Aneta Korobkina./pp img width=669 alt=Ameriabank src=/upload/medialibrary/2ea/2ea214185b3a9799b1ce7c30fdca7a51.jpg height=446 title=Ameriabankbr/pp

The coach noted that in this joint project with Ameriabank, the emphasis will be on a detailed analysis of the service culture, and based on the data obtained, a mindset change program will be developed, which the bank's employees will undergo./pp

At the same time, Korobkina emphasized the importance of developing service quality in the context of the rapid development of technologies that are changing the world./pp

If we can transfer basic things, basic answers to artificial intelligence, then more complex situations still remain in the ancestor of the human factor. Artificial intelligence can come to the rescue, but each of us wants to feel that we are talking to a person, especially in difficult situations, when you understand that emotional support comes from a person, and not from a bot, she said./pp

Head of the Service Quality Assurance Department at Ameriabank Gayane Nazaryan noted that the quality of service often determines whether customers will recommend the bank to their friends./pp

In order to control the quality of service and its consistent improvement, the bank has a special service quality assurance service. We control quality using various tools and receive feedback from our customers, identifying areas where we need to focus our work. I am happy to note that the best assessment of our work is the growing trust of our customers, she said./pp

At the same time, Andranik Khachatryan, Head of Branch Network and Contact Center Service of Ameriabank, pointed out that the main goal of the program is to show the public and service employees the importance of continuous development of service quality. He noted that the bank has a formula: “Motivated employee + professional service = happy client”./pp img width=669 alt=Ameriabank src=/upload/medialibrary/41e/41e6903302fd525693b1a0d999beca01.jpg height=446 title=Ameriabankbr/pp “Despite the active development of the digital sphere and the launch of many new products within the framework of digital banking ecosystems, we still consider human service important. Global experience shows that customers still prefer to visit branches and receive personal service from employees. No digital tool can yet fully understand the emotions, concerns and expectations of the client. Human service will always be important, and Ameriabank is a bank for people, where communication and a professional approach are of paramount importance,” Khachatryan emphasized./pp

Ameriabank Head of Human Resources Management Department Anna Vardanyants, in turn, added that employees undergo trainings two to three times a year. “Consistent development of employees is the focus of Ameriabank, and we believe that their growth contributes to the success of the business,” she noted. In addition, Vardanyants said that the bank aims to develop a culture of internal coaches who will help the team grow and develop. -0-/p