---
title: Case Study: Outstanding Services
description: Case Study Exercise Background AllSafe Bank Outstanding Services
---

<https://blog.bcm-institute.org/en-us/bcm-training>

# [Case Study: Outstanding Services](https://blog.bcm-institute.org/en-us/bcm-training/outstanding-services)

 Written by [Moh Heng Goh](https://blog.bcm-institute.org/en-us/bcm-training/author/moh-heng-goh) | Mar 26, 2021 3:18:29 PM

## Outstanding Service

In support of the vision of being recognized as the number one bank in outstanding service in AllSafe Bank established a set of service principles that form the foundation of all customer support.

|   | **Respect every customer, every time** |   |
| --- | --- | --- |
|   | - Greet others with a smile, whether in person or on the phone. - Give your customers 100% of your time and focus. - Remember to say “thank you” and show your appreciation. |   |
|   | **Don’t leave customer guessing** |   |
|   | - Talk and write in language your customers can understand. - Explain what you’re doing, why, and what happens next. - Ensure your customers know how to contact you. |   |
|   | **Take responsibility** |   |
|   | - Follow up when you say you will. - Take the time to know what your customer needs. - When problems arise, focus on solving instead of blaming. |   |

Figure 1 Customer Segments – Products and Services

As a result of the above AllSafe Bank has established a set of customer service standard that address it web site up-time, email response time monitoring and customer service in general. The following illustrates the translation of the above principles into actual practice.

#### Outstanding Service Measurement Metrics

 

| **Service Principle** | **Service Standard** | **Goal** |
| --- | --- | --- |
| **Respect every customer, every time** | Call monitoring | Score 5 (on 5-point scale) |
| E-mail monitoring | Score 5 (on 5-point scale) |  |
| Rating on “Mystery Shopper” survey | Score 5 (on 5-point scale) |  |
| **Don’t leave customer guessing Statement timeliness 100% mailed out on time** | Average teller wait-time  | < 4 minutes during peak times < 2 minutes during nonpeak times |
| Average time to answer (phone) | 20 seconds (branch) 10 seconds (HQs) |  |
| Time to respond (e-mail)  | 100% within 24 hours |  |
| **Take responsibility ** | Complaints resolved on first contact | 95% |
| Transaction error rate  | Zero errors |  |
| Web site up-time  | 99.7% |  |

[View full post](https://blog.bcm-institute.org/en-us/bcm-training/outstanding-services)

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