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Customer Service, HSBC (DU)

Customer Service, HSBC (DU)

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Published by Mahmudur Rahman
HSBC Customer Service Bangladesh
HSBC Customer Service Bangladesh

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Published by: Mahmudur Rahman on Jul 31, 2010
Copyright:Attribution Non-commercial


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The Enrichment of General Banking of HSBC through customer services
Chapter 1: Introduction
BBA program of Dhaka University is organized and tailored to provide the students with theconceptual, theoretical and practical tools of analyses. Special stresses are given on theoryand practice them under an organization. There fore as an internee I have completed my practice session and prepared this required Report based on investigations carried out bymyself in Hong Kong Shanghai Banking Corporation . Service industries are quite varied.The government sector, with its courts, employment, services, hospitals, loan agencies andschools is in the service business. The private non profit sector with its museums, charities,colleges, foundations and hospitals, is also in the service business. A good part of the business sector, with its airlines, banks, computer service bureaus, hotels, insurancecompanies, law firms, management consulting firms, medical practices, motion picturecompanies, and real estate firms is in the service business. A service is any act or  performances that one party can offer to another that is essentially intangible and does notresult in the ownership of anything. Its production may or may not be tied to a physical product. This report has been prepared on the service organization. The name of theorganization is HSBC. The bank within a short span of ten years, has successfully builtits' position in the banking arena of the country
1.2 Origin of the Report
The BBA internship program is a compulsory for the students who are graduating from theSchool of Business of Dhaka University. It is a 03 credit hour course and Students who havecompleted all the required courses (at least 114 credit hours) are eligible for this course. Theorganization attachment started on March 01, 2007 and end on May 31, 2007. Myorganization supervisor Mr. Safayat Hasan (Customer Services Officer, Motijheel Office,HSBC Dhaka) assigned me the topic of my report and my institution supervisor atDepartment of Finance, University of Dhaka, Prof. M. Nasiruddin duly approved it. Thereason behind choosing this topic is that, recently the CEO of HSBC Bangladesh has givenemphasis on better customer service and more customer satisfaction and thus the Customer service officer wants to get an idea of the current level of customer satisfaction at HSBC.
The Enrichment of General Banking of HSBC through customer services
1.3 Objectives of the Report
The basic focus of the study is to identify the main factors that ensure the best service in the financialsector which will in future enhance the margin of HSBC in the coming year. To ensure the profitability and to increase the market share some recommendations have been drawn. The factorsare identified from the findings of the questionnaires. However, the specified objectives of the reportare-General objective
To gain practical job experiences and view the application of theoretical knowledge in the reallife.Project objective
To know customer’s different views on their organization's current level of service quality andstandard.
To identify the factors those are essential for providing better service.
To find out organization's short term and strategic plans to ensure quality.
To suggest ways of improving the present standard that accommodates a rapidly growingcustomer volume.
1.4 Scope of the Study
The whole activities of HSBC can be divided into three main divisions. They are corporate banking, Personal banking and Operations. From investigation, annual report and interview ithas been found that there is a substantial increase in the deposit or liability sector of HSBC.The same thing was happening in the export and import sector. Less rigidity and flexibility inthe sanctioning process of credit, loans and advances were enhancing the condition tomaintain a good relationship. Moreover, satisfaction of the employee is also responsible for the same. The report is mainly written based on the personal banking, corporate banking and part of operations. The comprehensive knowledge on the organization and a thoroughknowledge on the project come under the scope of this program and report. This report ismainly written based on the perception of the clients of the HSBC. Most of the primaryinformation has been collected through the investigations and the rest has been from thequestionnaires. The presentation of the organizational structure and policy of HSBCBangladesh and investigating the strategies applied by it provide the scope of this report. An
The Enrichment of General Banking of HSBC through customer servicesinfrastructure of the organization has been detailed, accompanied by a global perspective andlook into the future. The scope of this report is limited to the overall description of thecompany, its services, and its position in the industry and its marketing strategies. The scopeof the study is limited to organizational setup, functions, and performances.
The internship program generally starts with visit and observation. However, in respective areas of thestudy different methods can be used where necessary. In preparing this report some methods wasfollowed as preparing a report about the activities of any financial organization is a difficult andcomplicated task and no single methods is appropriate for preparing the report. Effective researchinvolves six basic steps, shown in the following figure:Define the Problem Research objective Develop research planData collection Data analysis Findings & RecommendationDiagram-1: Effective Research
A problem well defined is half solved. The project title is
“The Enrichment of General  Banking of HSBC through customer services” 
. It defines the various aspects of marketing programs adopted by HSBC. It discloses the factors behind the increase in the profit marginand provides suggestions to provide more quality services than the present situation, as it isnow one of the big challenges of the organization.
The next step is to set objective behind conduction the research. Every research work must be fruitfuland cost effective. The basic objective is to accomplish and interpret relevant information for decisionmaking process.

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