Guidelines to Enhance the Competency of Bank Clerks Using the Appreciative Inquiry Case Study: ABC's Bank in Khon Kaen Province

Abstract

          The objective of this research were 1) to study the positive experiences and the impression of the customers on the service of ABC Bank employees in Khon Kaen Province by appreciative inquiry, and 2) to propose guidelines for enhance the competency of ABC employees. This study was qualitative research and action research. The findings of this study found that the potential of customers’ needs were service minds, employees were knowledgeable about products and services, willingness to provide services, providing advice and advice that were beneficial to customers, employees solved problems for customers, staff understand customer needs, constant customer follow-up, staff are able to offer products that meet customer needs, employees have communication skills that were easy to understand, and staff provide accurate and complete information. Guidelines to enhance the potential of ABC's bank clerks following 4 projects namely: Project 1 Share Knowledge, Project 2 One Dream, On Goal, One Team, Project 3 Match Buddy, and Project 4 Outing Offsite. Finally, the result of the potential of ABC's bank clerks, it was found that expert grade A increased 36.36%, and grade B increased 21.43%.