PROJECT TITLE – ANALYSIS OF CUSTOMER ONBOARDING INTO RETAIL BANK BRANCH AND

COMPARITIVE STUDY OF LOBBY HANDELING WITHIN VARIOUS BANKS

KEY POINTS OBSERVED

Day 1 (5/6/22)

1. Observation of lobby through visual observation only.

2. An executive is assigned for handling the lobby.
3. When a customer comes the executive is responsible to know what the customer is looking for
and understand his/her requirement. After that divert the customer to a designated waiting
area, If the front desk are busy with any other customer, new customers has to wait.
4. The executive should have a proper TABLET so that He/She can ask for account no. of customer.
By this the executive understand that the customer is A/A++/B/C type customer & after this
understanding only he /she can divert the customer.
5. Sometimes the customer is directly allotted with the front desk and does not have to wait.
6. The peak time for customers is 11AM to 3PM.
7.