The Central Bank of Cuba has published the first part of an article advocating systematic development of assertive communication skills among bank staff to improve customer service. The analysis addresses a banking system where expanding digital payments coexist with cash shortages, platform disruptions and long branch queues. Poor explanations and handling of dissatisfaction can aggravate customer complaints, making technical knowledge alone insufficient for staff dealing with service limitations.
Consistent with the central bank’s earlier discussion of professional development as a component of banking modernization, the article treats assertiveness as a skill that can be learned rather than an innate trait. It emphasizes clear, direct and respectful wording, supported by an appropriate tone and consistent body language. Practical techniques include explaining situations through facts rather than judgments, redirecting criticism toward problem resolution, and committing to a specific response time when information is unavailable. These are presented as adaptable skills for staff working under pressure at bank counters and customer service centers.