Method of improving the quality of customer service in credit organization

Abstract

Purpose: the paper deals with the management and improvement of customer service process in credit institution on the basis of quality management tools implementation. Discussion: the quality of customer service in the credit institution has great importance in the conditions of increasing competition in the banking market and in the situation when the prices of banking services are not competitive advantage. There are many tools of quality management which can be used in order to improve the quality of service. These tools allow to focus all stages of the process of providing services to customer requirements, as well as to identify gaps and to develop a system of corrective actions. Results: the paper explains the necessity of using the quality management tools as a comprehensive method, which improves the efficiency of the customer service in credit institutions. The author considers the features and benefits of the using the comprehensive method in credit institutions.