To improve its customers "customer experience" Lloyds TSB, a UK bank, invested in improving basic processes after a 2002 merger. The bank made flawless service delivery its top priority and set up "Process Owner Teams" to correct the major reasons customers complained to the bank. The teams focussed on improving service accuracy and timeliness the…

BPIR Categories

1.3.1 Build customer relationships
7.3.2 Manage customer complaints

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