Improvement of the Client Service at JSC Bank DOM.RF

The work is devoted to the study of the concept of "customer service" in the Russian market, in particular, on the example of the company JSC "Bank DOM.RF". The aim of the work is to develop recommendations for improving the quality of customer service of JSC "Bank DOM.RF" As part of the study, the specificity, types and structure of customer service were analyzed and methods for assessing the effectiveness of customer service were identified. In the first chapter, the structure of customer service was defined, as well as its types - basic, expected, excellent and inspiring. In the second paragraph, the concepts of "customer experience" and "customer satisfaction" were analyzed, and methods for assessing the effectiveness of customer service of companies (STA, WTA, experience audit) were described. In addition, the specificity of customer service in the banking industry was noted. The second chapter describes the strategic position of the company JSC "Bank DOM.RF". It included an analysis of the internal and external environment at the micro and mark levels. Also, the features of the company's customer service were analyzed by building a customer path map. The conclusion from the above analysis was that the organization has serious problems with the frequency and speed of responses to customers, as well as with the technical component of the site. The third chapter offers a set of recommendations for improving the customer service system - namely, ways to establish a feedback system, eliminate escalation of complaints, etc. For this, the STA audit, discussed in the theoretical chapter, is applied.