The essential skills for the position of customer relation staff in Vietnamese commercial banks

Abstract

 The purpose of this study is to understand the essential skills for the position of a customer relation staff at the commercial Banks, to assess the current skills and the impact of those skills on the work effectiveness of the customer relation staff in commercial banks by statistical and linear regression method, using the model created by the author based on the existing studies. This research was surveyed by questionnaires with 402 customer relation staff at 20 commercial banks in Vietnam. The research results showed that eight essential skills for the position of customer relation staff at the commercial Bank include: communication skill, persuasion skill, sale skill, management skill, creative thinking skill, information technology skill and foreign languages skill. These current skills of customer relation staff at the commercial banks is only at a fairly and average level. The research results also showed that all eight skills have effected on the work effectiveness of the customer relation staff in commercial banks. This research is important for the commercial banks, universities training specialized in Banking and Finance, and for customer relation staffs at the commercial banks.