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Management Dissertations

S/M/503. Dissertation. Customer Service in Barclays

WORDS:
10900
DATE:
2009
PRICE:
109.99 GBP

The dissertation reports on the customer service in Barclays Bank investigating the types of the Bank's customers and the policies used with each customer group, the skills required for successful customer service, the ways to incorporate consumer protection into customer service policies, the values and objectives of Barclays, the techniques used to improve their customer service, etc. Literature is reviewed on the theory of customer service and customer relationships management (CRM), consumer protection legislation, etc. The paper includes a presentation on Barclay's customer services touching on their history and the ways of possible improvement. A case study is conducted using the methods of primary research via a questionnaire distributed among the bank's customers. SWOT analysis of Barclays' customer service is performed. Recommendations are suggested about the ways to meet customer quality standards.

 

KEYWORDS: Dissertation, Customer Service, Barclays Bank, SWOT, consumer protection, service quality, customer relationships management, CRM,

 
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