----- Original Message -----From: Narendran ASent: Friday, December 12, 2008 4:03 PMSubject: [prpoint] Rare response from CEO of a financial institution for customer grievance!Dear Friends
We were talking about the way top management responding to emails or banks customer service turning deaf ears to all our queries. Here is an good instance where a CEO of financial institution responded and solved the issue in just 2 hours.
Incident:
My colleague has a cash card of a leading company and he had booked movie tickets using it and unfortunately it booked 3-4 times and money was transferred to the bank account. He approached chennai office for refund and he did not get proper response. even after threatening them with leagl action they did not bother or come forward to help solve his problem. He used his influence and got email id of the CEO and wrote a mail to him, to his surprise the whole issue was sorted out in 2 hrs and money was transferred to his account.
I guess proper attention towards customer at this time will definately help build positive image as well as retain customer even after making him undergo bad experience.
(Moderator's Note : Please read again "He used his influence and got email id of the CEO". This is the pathetic situation for any corporate. In a private sector, the appeal mechanism is highly bad. CEOs shield themselves from the public. What would happen for a customer, who is not influential to get the email id of CEO.)
Best regards
Narren
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