Automate carefully. Just because something can be automated doesn't mean that automation is the right choice. When you force customers to use unintuitive online navigation, you take the direct contact and personalization out of the relationship. Clients want a choice of different communication modes so they feel you have thought of their specific needs.
Listen. Oftentimes we think we know what our customers want, but their needs change over time. Continually teach listening skills throughout your bank. These skills will provide your bank with the information you need to continue to serve your customers well and be a market differentiator in this competitive environment.
Be proactive. The best customer service doesn't just happen when there are problems or complaints. It happens when you use process analysis, continuous process improvement and root cause analysis to figure out how to delight customers everywhere. Put the proper support into these areas and watch your problems and complaints drift away.