An Appraisal of Customer Service and the Queue Management of Standard Chartered Bank, Uttara Branch

This thesis submitted in partial fulfillment of the requirements for the degree of Bachelor in Business Administration of East West University, Dhaka, Bangladesh."Always design a thing by considering it in its next larger context - a chair in a room, a room in a house, a house in alI environment, an environment in a city plan." - Eliel Saarinen. Dr.Tanbir Ahmed Chowdhury gave my report topic "An Appraisal of Customer Service and the Queue Management Techniques of Standard Chartered Bank, Uttara Branch." after starting my internship program. It was selected by, my official supervisor Mr. Tanim Noman Sattar (Manager Sales & Service Quality). The job was quite tough but not impossible to do because I had to communicate directly with the customers. It just required hard work to fulfill and gather the proper information. For the short time being I had manage my time very tightly to prepare this report. But it brings a great opportunity to complete internship program in this biggest multinational leading bank in our country with other multinationals. I have tried to gather the root background history of Standard Chartered bank shortly for making just a flash look. The report basically based on four consecutive chapters. First chapter is the introductory part, secondly discussed about the bank's background, in the third chapter I have discussed about the customer services & finally discussed about the I queue management techniques of this bank. In th.i,s report I tried to find out customers basic needs from the customer service team and the problems that the customers are facing from different instances. And also tried to help them out as much as possible from my point of view. As I was an intern I tried helping them out as much as authority was given to me. The time frame was very short to learn properly. It's not possible to learn banking systems with customer service & queue management techniques in 12 weeks. But I was lucky that I got very friendly & helpful personnel's during my internship period