Measuring customer service level in banking sector applying mystery calls method and its relation to the HR department
This study measures the customer service of the commercial banking sector in Bosnia and Herzegovina through the mystery calls method. It gives a correlative perspective between the results and the HR departments. The struggle for market superiority is more intensive today than ever before, and this intensity in on the increase in correspondence with the development of new technologies. The question that companies face at the crossroads is always on what to base their superiority on? The business concept of service excellence is particularly important for the commercial banking sector, which is at the front line of the recession tsunami. One of the numerous strategies to maintain business in banking organisations is excellent customer service. In this strategy HR department has one of the main roles.