Having a large customer base, Barclays Bank faces a challenge to ensure that it meets the target of improving its customer base. One of the ways to achieve this goal is to improve the services that are offered by the bank. Customer care services cover all the services that the company offers before, during, and after a customer’s purchase. The success of such interaction is due to the flexibility of the employees, who provide customers with services based on their individual personality. Such an approach represents a core culture area of the business.
One way to improve the customer service quality is to expand the range of choices that the customers have when interacting with their bank. Barclays needs to look beyond the existing line of its customer services and consider an installation of a research service process, which has a dynamic trend data on the basis of time and relevance in the making of decisions (Berry, Parasuraman & Zeithaml, 1994). Building a service quality assessment system will help Barclays to find out what do their customers need at a particular time and how it should be implemented. Such an approach will help to find out where the company is weak or even strong. Service evaluation needs to have an ongoing assessment snapshot of what is taking place in a continual series (Berry, Parasuraman & Zeithaml, 1994).
Building a desired customer quality platform requires recognition of the correct behavior of the employees (Quality Practices, 2009). After recognizing such behavior, the company needs to employ it in the delivery of services to the customer base that has been acquired over the time of its operation. Sharing an information about such behavior with employees and rewarding trust, that comes with the employment of such behavior, helps in serving as a motivator because, at the end of the day, it takes employees to either improve or derail the services that a particular company provides (Quality Practices, 2009). The approach also implies building employees’ positive attitude towards the reqards that a company grants for improved performance (Quality Practices, 2009).
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Barclays needs investment in legacy systems that allow transferring the data from the software applications that are used in its branches. Such systems should be dynamic to be able to ensure that there is the possibility of obtaining data from one software in a single session in order to improve the ease of service delivery to the customers, who are served by the systems in question (Quality Practices, 2009).
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Customer service delivery is an important element in ensuring that a company stays afloat in the services that it is tailored to provide to its customer base. An organization becomes better when it diversifies its services to be able to reach a larger market. Dynamism with the systems is an important step, and that is why companies need to make use of proper legacy systems, which can be able to accommodate different forms of software.