An Appraisal of Customer Servic and the Queue Management of Standard Chartered Grindlays Bank, Dhaka Main Branch

Abstract

This report on “An appraisal of customer service and the Queue management of Standard Chartered Grindlays Bank, Dhaka main branch” aims to contemplate the knowledge and experience complied from the internship program at standard chartered Grindlays bank ltd. In this brief period of 12 weeks, I had the opportunity to work hand in hand with the professionals in one of the biggest multinational banks in the country.In the organization part of this report, the background of Standard Chartered Grindlays bank. Organization structure, their management practice, and their products and services have discussed The customer’s service activities and the satisfaction level of customers have discussed in the overview of customer service part. Every day activities of customer’s service department and their handling of various quries have thoroughly discussed. A survey has conducted and the pattern of the survey, sample size and design, methodology, analysis and the finding to measure the customer satisfaction level have also discussed here along with graphs. A structured questionnaire was provided to the customers to compare the SCGB with a virtual ideal bank. In the appraisal of queue management part of this report, the present techniques to manage the queue, new queue management techniques, and if the new techniques are implemented then what may be happened have thoroughly thrashed out. In the part of problem of customer service and queue management, the problem relating to customer service and the problem relating to queue management have discussed with specific points. Problem faced by the customers to get the services and service providers of customer service and tellers of the bank faced problems to provide services have also considered. The suggestion discussed in the suggestions for the development of customers service and queue management techniques part of the project, will enable the bank personnel’s to re-establish and re-arrange their administrative setting, and thus ensure higher customer satisfaction and flawless banking performance.