During this week, I was posted back to the customer service section where I worked in week one. However, besides the normal duties that I performed in regards to customer service, I was allocated other new duties. Since I had already worked in this section, I did not encounter any difficulties because I was already familiar with staff members in this section. Furthermore, I would easily apply the knowledge that I acquired in the first week of my training.
Training Completed This Week;
Filing; during this week, I was given the duty to handle customer information files (CIF). CIF contained personal and account information of customers. For instance, information such as ownership of the account, credit relationships and accounts owned are contained in the CIF.
Interacting with clients; during this week, I was given the chance to interact freely with customers and listen to their complaints. Having been in this section in week one, the staff members at this section had confidence in me that I would correctly handle the customers and provide to them their desired services. This privilege helped me a lot regarding building my confidence when dealing with customers with different characters. Besides, I also had the opportunity to learn different languages since some customers were from different nationality and due to this interaction; I got to learn more about their language. I also spoke on the phone with customers who were ringing for enquiries about certain information.
Guiding during filling of forms; I was also allocated the duty of advising the customers on how to fill correctly the forms and the relevant information that was required when filling the forms. Since some of the customers were old with eyesight problems, they could not adequately fill the forms on their own hence I was allocated that duty of guiding them.
Drafting of new application forms; I was trained by one of our members how to format the new application forms for the credit cards. Mrs. Fatima, the supervisor in this section, extended her kindness and showed me how new application forms were drafted and formatted. Credit cards for the QNB all have the logo of the bank on both sides of the card which are printed in a blue color.
Issuing of cards; after the customers had applied for the credit cards and the application was approved to be successful. Production of the cards took two weeks, and the customers were to come and pick their cards. During this process, I was assigned the duty to issue the customers with their cards and in the process crosschecking if there were any mistakes to be addressed. However, in the event that an applicant does not pay for up to at least the total minimum payment on his or her credit card bill, his company or bank will report that as a missed payment.
Challenges Faced During the week;
This being my second spell in customer service section, I did not experience many difficulties since I already had an idea of how things are undertaken and how the daily operations in this section are scheduled. However, one big challenge that I faced is the language barrier which led to difficulty in communication since some of the customers were not conversant with the English language.
New Skills Acquired;
During my week three internship in Qatar National Bank card center section, I have learnt to undertake my duties faster to minimize the time that is taken by the customer before being served. I also improved my efficiency and accuracy while undertaking my operations. I also improved in my relation with customers and developed a positive work ethic.
Supervisors Comments Concerning Me;
I didn't have any problems with the supervisors since I knew what were my duties to perform being that I was working in this section for the second time. The supervisors had positive comments concerning how I performed my duties with most of them having remarks such as "You are very dedicated and committed to your duties, that's excellent of you", among other many positive remarks.
Working Environment;
My colleagues in the same department created a very friendly and conducive working environment for me with everybody around me being friendly and always willing to provide assistance concerning advice at any given time when am in need.
Weekly Contribution to the Organization;
I on daily basis crosschecked on how the customers filled their application forms and ensured that any possible mistakes are corrected before they are submitted to the supervisors. By doing so, many customers were impressed with the kind of pieces of advice and the QNB Bank received so many positive recommendations from their customers.
Summary of Learning in Week Three;
In general, I learnt so many things about what the customers are required to do during the application process which includes the submission of the customer's passports and ID cards to be run through the system before the process begins. And also for the application process to be a success it must first be approved by at least six supervisors.
