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Customer Service Unit (CSU): Overview of Processes and Procedures

📑 5 slides 👁 37 views 📅 9/8/2026
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Introduction to Customer Service

Customer service refers to assistance offered to customers before or after buying products or services

Introduction to Customer Service
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Enquiry, Request, and Complaints

  • Enquiry involves asking questions to get more details before buying
  • Request involves making a request for products or services
  • Complaints involve expressing dissatisfaction with products or services
Enquiry, Request, and Complaints
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Account Opening and Management

  • Various account opening products with different requirements
  • Account opening process involves filling forms, providing identification documents, and verification
  • Account management involves account closure, re-opening, and change of mandate
Account Opening and Management
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Cheque Book Management and Other Services

  • Cheque book management involves recording and keeping track of cheque books
  • Other services include reference letters, credit references, and stop payment instructions
  • These services require specific documentation and verification
Cheque Book Management and Other Services
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Conclusion

  • Customer service is an essential part of banking operations
  • Understanding customer service processes and procedures is crucial for effective customer service delivery
  • CSU plays a vital role in ensuring customer satisfaction and loyalty
Conclusion
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