Progress Report on My Execution of Duties in the Customer Service Department from 1 June -31 August, 2011

1247 Words Sep 16th, 2011 5 Pages
PROGRESS REPORT ON MY EXECUTION OF DUTIES IN THE CUSTOMER SERVICE DEPARTMENT FROM 1 JUNE -31 AUGUST, 2011

SUBMITTED BY
Sekelagha mkangama

SEPTEMBER, 2011

1.0 INTRODUCTION

This report gives an account of the progress that I have made in execution of duties in my assignment in the Customer Service Department during the first three months that I have covered in my position as a management trainee, effective 1st June, 2011. The report starts by giving a brief background of the branch program for management trainees and then explains in detail the progress made within the period in question. It also points out some challenges encountered in the process and gives some recommendations that I feel would improve the effectiveness of
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Secondly, I have come to appreciate the importance of teamwork and cooperation. There is a lot of work in Customer service and it is absolutely impossible to work in isolation. A lot of consultations on issues have to take place and one need to work cooperatively with others in all levels to ensure provision of the best customer service to meet the variable needs and expectations of the broad range of customers that the bank is serving.
Thirdly, I have learned the importance of time management. Most of the clerical work in Customer Service Department needs speed and accuracy, and so requires you to effectively manage your priorities and time.
Furthermore, it has helped me to understand the importance of good record keeping. For instance, if signature cards are not filed properly it becomes very difficult to verify signatures when they are not available in the system.
Lastly, I have learnt the importance of customer identification. Failure to identify a customer through signature verification and other means can be a basic ground for fraud. Fraud would destroy the Bank’s image and reduce the Bank’s competitiveness on the market.
4.0 CHALLENGES
There are a number of challenges I have faced in my on job training in the Customer Service Department. The major challenge is handling impatient customers’ queries. Some customers are so impatient that they just shout at you anyhow. But I

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