Competence “orientation to the client” as a key competence of the bank’s personnel
Journal Title: Бюллетень науки и практики - Year 2018, Vol 4, Issue 7
Abstract
In the article, the concept of client orientation is considered the key competence of personnel in the banking sector. The content of the professional standards of specialists is analyzed. The presence of the elements of competence “customer orientation” in the content of labour functions of the personnel of the banking sector was studied. As a research method, a qualitative content analysis. It is noted that in all studied documents there is no such element of competence as monitoring of customer satisfaction. In the qualification requirements given in the job descriptions, the competence “customer orientation” is only fragmented and is reduced mainly to the elements of current maintenance.
Authors and Affiliations
Irina Melnikova
Keywords
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- EP ID EP486467
- DOI 10.5281/zenodo.1312459
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