Service Operation ManagementBarclays Bank is an international company offering banking services to its clients and potential customers i. e. those with no account but transact with people with an account with Barclays. In banking sector a customer is termed as person who has an account with the bank irregardless of whether the funds are available in that account or not. The head office of Barclays is located in London and it has many branches across the world. The main business of Barclays Bank is to offer banking services, corporate and investment banking to its clients.
Barclays is the leading company offering financial services in the world. The company has been rank as a top company in terms of employment. They offer competitive salaries that have made it difficult for employees to move to other companies thus portraying a positive image. Human resource managers of various branches of Barclays Bank have contributed most to the success of the company. This has been due to motivations of employees in terms of promotions, salary increase and praising of good work. Services offered by the bank have various characteristics which includes intangibility.
This characteristic of services has made it difficult for many marketers to market the services and convince the customer to buy. Effective marketers are able to sell these services despite of its intangibility. The main thing that enables these marketers to sell intangible services is that they create a picture of a service to customers and demonstrate how the services will be beneficial to them in case they make a choice to buy (Krishnan, 2009. p 200). The image of the bank is also another important element which will determine whether the customer will trust the services offered by the bank or not.
In Barclays bank, the company has a good image in terms of building and has enough parking spaces for customers in their premises. Customers want to associate themselves with valuable things and thus when the bank looks smart everyone will want to belong to that bank. This is a strategy especially to customers who are looking for secured place to keep there funds. Most customers look at the appearances before making up their decision on whether to deposit their money in certain bank or not.
It is also important to ensure that the banking hall is organised so as to attract many customers to buy intangible service in the bank (Kotler, 2009. p 161). Business people hate queuing in the bank because they will consider it as a waste of time. It is for this reason, that most banks have introduced ATMs in their branches so as to reduce queuing in the banking hall; customers can deposit or withdraw using their ATMs. Employees are also another important determinant of the success of the bank because they deal with customers directly.
It is important that the human resource manager plans for training his employees concerning the services they offered. In most cases, it is difficult to sell the service without a person; services are commonly sold by people who understand how those services work. It is therefore important to train employees so that they can offer quality services to the customers.