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Principles for Designing Staff Incentive Schemes
This article attempts to summarise the process of designing incentive schemes for staff members of microfinance institutions (MFIs). It identifies certain basic principles for designing monetary staff incentive schemes, once the decision to implement such a scheme is taken by an MFI. After...
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The Overlap Between Customer Service and SPM

Briefing Notes Author: Veena Yamini A.
Published: August 26, 2010

Abstract:

MicroSave has worked with a variety of banks and MFIs across Africa and Asia to implement customer service programmes that have made significant impact on the organisations' social performance. MicroSave's customers focus interventions involve the following activities: - Understanding client needs to develop tailored products and services - Studying client drop outs to prevent the same in the future - Collecting client feedback to design suitable client protection strategies - Client reach- out strategies for better beneficiary-targeting - Studying staff motivation for better service to the clients - Crafting client -delight strategies to offer them services far in excess of their expectations. - Aligning systems and processes towards the objective of client delight articulated clearly in the Mission statement. Through SPM diagnostics, MicroSave helps MFIs to prioritise and choose concrete steps to take in the implementation of proposed SPM improvements. It helps in providing expert technical assistance to ensure implementation of the recommended measures.


Tags: MicroSave, BN91, BN 91, Client dropouts, Client protection, Customer delight, Product development, Staff training

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