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

Hello,

I find public sector officials more customer friendly. If the compliant resolution is not within their means they would suggest ways to the customer to get their grievance redressed. But you wont find private sector employees doing that. This is more so in the financial sector space.

Perhaps the CEO that Narren narrated might have been prompted because of the run on another private sector bank that the nation witnessed recently. He would not want that to happen to his organisation.

Incidentally if the matter could be sorted out in 2 hours why that organisation not delegated the powers to its officials at the regional levels?

Regards

V.Jagannathan

--- On Fri, 12/12/08, BNK <mailbnk@gmail.com> wrote:

From: BNK <mailbnk@gmail.com>
Subject: Re: [prpoint] Rare response from CEO of a financial institution for customer grievance!
To: prpoint@yahoogroups.com
Date: Friday, December 12, 2008, 6:27 PM

Most banks, PSUs in particular have ombudsman system. I used it effectively for my claim settlement in New India Assurance. Else one can write to RBI.
bnk

2008/12/12 Narendran A <naren_vna@yahoo. com>

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

--
Regards
BNK
Call: CDMA: 93210 48332
93200 48332
GSM: 99201 68222

Landline: 022-40558914

========
B N Kumar
President
Concept PR - "Agency of the Year" award winner from PR Council of India
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PR discussions

Saturday, December 13, 2008

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

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