A.1 Timeliness - It is valuing the precious time of customers as visitors to the branch. Customers find it hard to spend unnecessary time from their daily hectic work routine. The guard at the entrance opens the glass gate for you to enter the bank premises without delay. You find that customers are being attended to deposit cash through many windows. Without any delay, you proceed to the window where only one customer is ahead in the line to deposit cash. With-in next minute, your turn comes and it hardly takes two minutes for you to come out of the bank after depositing the currency.
A.2 Incremental Flow - It is serving the bank customers by politely asking them the nature of work required by the customer – whether it is a bearer check to be cashed or operating a bank safe locker box by the enquiry desk executive. As the business was operation of the safe locker box, the enquiry desk led the customer to the table for the desk executive to request the customer to be seated until the bank personnel operates the bank keys and requests the customer to use the customer key to open the locker.
A.3 Anticipation - It is before-hand knowledge of the difficulty to be faced by the customer in the Bank of America. Due to internal setting changes, blank booklets of check depositing slips were kept at a desk away from the view. A relationship official of the bank was roaming around to find any such customer problem and guide the customer.
A.4 Communication - Customers receive the services by making online requests. If a customer makes an online request for the new check book, it is delivered without any postal cost to the customer at customer premises.
A.5 Customer feedback - It is requesting the customer on the website to share experiences so that improvement in services could be made. The bank has hired an agency to send visitors on mystery shopping to get unbiased opinion on its services.