I can fully empathize with Ms Jacqueline Wong on her unpleasant experience with the bank regarding the interest on her loan.
My experience with another bank is equally frustrating. I was strung through the whole gamut of service - branch, officer and phone calls to customer service centre. Yet, the matter still saw no light.
While it is fine and good to spend millions of dollars on training to improve service quality as well as the even more on flashy advertising campaigns and branch renovations, organizations must recognize that it takes just a simple act to erase all these efforts - staff not taking ownership of customer needs.
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