Process: Process is associated with customer service and they are number of process included which will give them feedbacks of how business its doing and can even help improve the business more like finding out customer needs and later providing them with sufficient needs of customer on a particular product, e.g. processes for handling customer complaints, processes for identifying customer needs and requirements, processes for handling, booking, control, payments, procedures.

For first direct have a unique way of connectingand communicating with their customer they do their usual banking throught the means of e-marketing internet, telephone etc so processing is a really important factor because they want to get more view of what customer wants and needs whether they are really satisfied with their business or not, to do this they do surveys take customer complaints and comments in internet and telephone later they collect all their feedbacks from customer and can take necessary actions on it making more improvements offer more special offers to the product itself etc

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