OREANDA-NEWS. Sberbank's Customer Relationship Management Director, Yana Pavlova, introduced the bank's customer-centric business model during a press conference.

The key principle of Sberbank's customer-centric model is "I treat the client like I would like to be treated". Yana laid out the 10 components of the model, which include service accessibility in each channel, solving client problems as soon as they arise, complete financial security of clients, and always assuming the client is right.

Sberbank has introduced its "Golden Rules" of interacting with clients for all channels and service segments. Based on these rules guidelines have been developed to regulate how employees act in non-standard situations, along with a required educational course "Service for all" for all new employees who interact with clients.

A new Sberbank employee category - service managers - has been created to solve client problems "Here and now". The first team of service managers began its work in Moscow and in August the project will launch across Russia.

"We want to build deep and trusting relations with clients, and become a useful and inseparable part of their lives," Yana Pavlova said. "Our most important task is to be with the customer for life."

Sberbank won the award "Consumer Rights and Service Quality - 2015" for being the most client-oriented bank in Russia.