METRO BANK

Customer Service Management Assessment of Metro Bank

Customer Service Management Assessment of Metro Bank

Company Profile

Metro Bank is a customer oriented bank that provides retail financial services to its clients. The bank is based in UK and it was founded in the year 2010. The distinguishing feature of the Metro Bank is the orientation of the bank towards servicing its customers in the most possible and best manner. This is the reason the metro bank is referred to providing revolution in the banking sector of United Kingdom. The metro bank is the first new high street bank of United Kingdom ever founded in 100 years. The metro bank focus on the banking services provided to their customer that these services are unparallel to any other banking sector ad financial institution in the United Kingdom. They provided convenience and banking service to their customer (Metro Bank, 2012).

The retail business of metro bank is customer focused and unique that is thought to reinvent the procedures and rules in the banking sector in order to eliminate any kind of unnecessary procedures and steps that are integrated within the banking system. The idea of removing these unnecessary steps in the banking system is to provide simple and convenient banking to their customers. They do not enable customers to book their orders in advance or take appointments prior to their visit. The customers can come any time depending on their banking wants and needs and the customer service representatives will provide unmatched services of banking and convenience to them. They have integrated the cheque and card system in the bank through which the customers can easily walk in the bank and easily open their account and stat operating them (Business Wire, 2010).

The aim of the metro bank is to exceed the desires and expectations of their customers each day. The initial start of the business took place in 2010 in several regions of United Kingdom including Fulham, Holborn, Borehamwood and Earl's Court. Currently, the bank has expanded its operation into other regions and parts of the United Kingdom and greater London. The objective and vision of the metro bank is to expand their retail banking stores to more than 200 locations by the year 2020 (Metro Bank, 2012).

The metro bank got its banking service licence on March 5, 2010 by the FSA financial services authority. At present, around 10 metro retail banks are successfully operating throughout Britain. The co founders of Metro Bank are Vernon Hill and Anthony Thomson. The founders and team of metro bank has invested all their efforts in revolutionizing the banking system in the United Kingdom through the advent of metro bank. The customer services are the central point of the metro bank and this is the reason the bank has gain popularity in the financial service sector and the banking sector of United Kingdom (Metro Bank, 2012).

Customer Services Management Framework

The retail model and the experience of the founders of metro bank has lead the bank towards greater customer ...