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

Mr. Narendran,

I believe this incident is not much to stress on the fact that having an influencial contact can get work done, but more on what happnes when the executives are not provided with sufficient powers. The problem is even more critical from the point that for a bank offering Cards or a Mobile phone company, the cost of acquiring a customer is much higher while the exit barriers is almost nothing.

Most companies today have their non critical processes outsourced, and the executives here are nothing beyond information centres. Activating a SIM card takes no longer than 2 hours for any person, but I faced a situation where its took 4 days. The reason was that even though the documantation was complete and satisfactory, the final order was not released.

As per my understanding, many processes like bill reversals, stop transfers, account activation, activating SIM cards are still processes which the core company is involved with, and since powers are not being shared, griverences will always happen. Like in a typical Public Sector Department, its still this one approval stamp that is the stumbling block.

Regards

Tushar Jambhekar

Sr. Client Executive

Perspectrum Consultancy

--- 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, 12 December, 2008, 4:03 PM

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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PR discussions

Friday, December 12, 2008

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

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