Citizens Bank plans to launch a new customer service program for the
fast-approaching Millennium, by redesigning 10 of its Rhode Island
branches before the end of this year and changing the rest in 1999.
The bank, which has 62 branches in Rhode Island, plans to emphasize “new
and creative ways to continue delivering on the Citizens commitment to
world-class customer service as a primary goal,” according to a
statement issued by the bank in late October. Bank officials call it the
“Millennium Project.”
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“Increased time pressures have changed the way that people do business.
We want to accommodate our customers’ schedules and deliver services
when, where and how customers want them – in person, at work, at home,
and over the phone,” stated Mark J. Formica, president of Citizens Bank
of Rhode Island.
Plans call for physical changes in the branches, including designing a
Citizens Financial Marketplace counter that places customer service
representatives at the customer’s eye level, bank officials said.
The Millennium Project also includes additional training for bank
employees in “needs-based selling.” Citizens officials said they want
staff members to address customers’ individual needs, as opposed to
“simply selling products.”
Branches scheduled for redesign this year are: Coventry, Cowesett, Park
Avenue, Providence’s East Side, Kent Heights, Smith Street, Greenville,
Darlington. Woonsocket, and Mount Pleasant.
Citizens Bank is a $6 billion subsidiary of Citizens Financial Group
Inc. Company officials said it has the largest branch banking network in
Rhode Island.
