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Last updated on 2024年6月1日

How can you manage customer complaints in banking?

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Customer complaints are inevitable in any business, but especially in banking, where people entrust their money and personal information. How you handle these complaints can make or break your reputation, customer loyalty, and legal compliance. In this article, you will learn some best practices for managing customer complaints in banking, from acknowledging the issue to resolving it effectively.

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ZAKIA RASHEED. JAIBP ( ACBI ) MBA
Christiaan Radebe

Home Loans Collection Agent
Ahmed Hafiz

Empower Your Financial Success with QuickBooks Online Expertise

1 Acknowledge the complaint

The first step in managing customer complaints is to acknowledge them promptly and courteously. This shows that you care about your customer's experience and that you are willing to listen to their concerns. You can use email, phone, or chat to acknowledge the complaint, depending on the channel that the customer used to contact you. You should also apologize for any inconvenience or frustration that the customer may have faced, and thank them for their feedback.

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ZAKIA RASHEED. JAIBP ( ACBI ) MBA
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A bank should review... Was the reason of delay geniun? Limited resources with extra work load Incompetent staff Number of steps/layerings are high during the completion of task UN necessary Long process which cause delay in work How many times a customer approaches bank's helpline for the resolution or status and what action has taken ? Any priority been given to the highly annoyed customer Relationship/loyalty of the customer should be consider

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Christiaan Radebe

Home Loans Collection Agent
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Making clear and empathetic communication tactics a core part of your customer service strategy is essential to teams ability to uncover issues and solve them quickly. Managers should ensure representatives are prepared to handle complaints effectively by providing them with soft skills training. For example, representatives trained in empathy are twice as likely to become high performers.

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2 Identify the problem

The next step is to identify the problem that caused the complaint, and gather all the relevant information from the customer and your internal systems. You should ask open-ended questions to understand the customer's perspective, expectations, and desired outcome. You should also verify the customer's identity, account details, transaction history, and any previous interactions with your bank. You should document all the information in a clear and concise manner, and use it to analyze the root cause of the problem.

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Ahmed Hafiz

Empower Your Financial Success with QuickBooks Online Expertise
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To manage customer complaints in banking, you can follow these steps: ?Acknowledge the complaint promptly and courteously. ?Gather information about the complaint. ?Investigate the complaint. ?Resolve the complaint fairly and promptly. ?Follow up with the customer.

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Christiaan Radebe

Home Loans Collection Agent
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An increase in call volumes is a good opportunity to seek commonalities in complaints and identify the root cause. This approach allows service teams within financial institutions to locate potential areas for improvement. It also demonstrates an opportunity to combine digital solutions with human-first customer service. For instance, utilising data insights to identify common complaints, then passing that info on to frontline service agents. Focusing on the core of these issues shows teams how to handle customer complaints more efficiently. The root cause analysis will also help companies rethink operational processes and procedures to decrease the likelihood of repeat queries.

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3 Offer a solution

The third step is to offer a solution that addresses the customer's problem and meets their expectations. You should explain the solution in a simple and positive way, and highlight the benefits for the customer. You should also inform the customer of any steps that they need to take, such as filling out a form, providing additional documents, or contacting another department. You should also give the customer a realistic time frame for the solution, and follow up with them until the issue is resolved.

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Christiaan Radebe

Home Loans Collection Agent
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As root cause analysis uncovers trends within customer queries, the information can help service teams create an FAQ section or knowledge base on their website. Knowledge bases make information more accessible, so it only takes a few minutes to answer common questions. A survey suggests 61% of customers prefer self-service channels, and 91% would use a knowledge base system like an FAQ page. With speed being a key priority within customer service, the easier it is to find an answer, the better the customer experience. However, it’s vital that human customer service agents are still present to handle complex or high-level complaints.

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4 Escalate if needed

Sometimes, you may not be able to offer a satisfactory solution to the customer, or the customer may not accept your solution. In such cases, you may need to escalate the complaint to a higher authority, such as a supervisor, manager, or specialist. You should explain to the customer why you need to escalate the complaint, and how the escalation process works. You should also transfer all the information that you have collected and documented to the person who will handle the escalation, and keep the customer updated on the progress.

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5 Follow up and close

The final step in managing customer complaints is to follow up with the customer and close the complaint. You should contact the customer after the solution or escalation is implemented, and confirm that they are satisfied with the outcome. You should also ask for their feedback on the complaint handling process, and thank them for their cooperation and patience. You should also record the resolution and closure of the complaint in your system, and use the feedback to improve your service quality and prevent future complaints.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you manage customer complaints in banking?

1

2

3

4

5

6

1 Acknowledge the complaint

2 Identify the problem

3 Offer a solution

4 Escalate if needed

5 Follow up and close

6 Here’s what else to consider

Customer Support

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How can you manage customer complaints in banking?

1

2

3

4

5

6

1 Acknowledge the complaint

2 Identify the problem

3 Offer a solution

4 Escalate if needed

5 Follow up and close

6 Here’s what else to consider

Customer Support

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