To maintain its reputation for service excellence, the Overseas-Chinese Banking Corporation, one of Singapore's leading local banks, saw complaint resolution as critical. The bank initiated a programme entitled "Complaint is a GiFT!" in which employees captured customer complaints into the Complaint Management System . Root causes of customer problems were identified and actions taken to resolve them. The complaint resolution process incorporated definitions of roles and ownership to ensure comp...

BPIR Categories

7.3.2 Manage customer complaints

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