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 grievances ended within 18 months. The company then simplified and made more convenient a wide range of basic processes, e.g.: Statements were made a...

BPIR Categories

1.3.1 Build customer relationships
7.3.2 Manage customer complaints

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