PR discussions: Re: [prpoint] Rare response from CEO of a financial institution for customer grievance!

Hi there,

I had a similar experience with LIC in early 70s. I had a LIC policy (under salary deduction scheme). Since I changed my employer, in order to ensure that the policy is alive, I paid advance premium for 3 months. In the next job, the same policy continued.

Later, when I wanted to avail a loan, against policy, I was told that 3 months premium isnot paid (which I had paid in advance but not credited to my a/c.) For many years, I was not told about it. Only whenI applied for the loan, I was surprised to hear this.

Snce it happened to 'customer service week' inLIC, I wrote a polite letter to Chairman (no e mail then) enclosing a fresh cheque for the amount claimed,indicating that if I had not applied for loan, I would have never come to knowabout the unpaid premium and in case I had expired, my wife would not have been paid the claim for this reason.

Result, ina weeks time, I got a response from LIC, an apologitic letter from Chairman's pa telling that the amt. paid be me earlier has been accounted for and the policy is now up-date.

Later to thank the chairman I asked for an appointment, and had a chat with him for over 20 minutes.

s.n.surkund

--- On Fri, 12/12/08, Narendran A <naren_vna@yahoo.com> wrote:

From: Narendran A <naren_vna@yahoo.com>
Subject: [prpoint] Rare response from CEO of a financial institution for customer grievance!
To: prpoint@yahoogroups.com
Date: Friday, December 12, 2008, 2:33 AM

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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Saturday, December 13, 2008

Re: [prpoint] Rare response from CEO of a financial institution for customer grievance!

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