Answer:
Answer by Gayla Sherry
There are several ways to monitor customer complaints, including formal surveys, informal discussions with customers, and tracking systems with your customer service staff, depending on the size of your institution.
Regardless of the method, it is important to monitor customer complaints. When I conduct sales training for community banks, one of the statistics I share is that a bank has a 90 percent chance of keeping a customer if the bank staff can quickly identify a problem and resolve it quickly, to the customer's satisfaction. Alternatively, if the customer simply leaves your bank and stops doing business with you because of the problem, he/she will likely tell 25 people of the unpleasant customer service experience. Clearly, there is a bottom line reason for determining customer complaints and resolving them!
Please contact me if you'd like more information about sales training or customer service training.
Answer:
Answer by Andy Zavoina
We route substantive complaints through one of two central points and they all end up in my office for retention.
There are many reasons to monitor these. In addition to customer service issues, some complaints have regulatory requirements requiring responses and within specific timelines.
I have a sample policy template available on my Web site at http://www.vvm.com/~zavoina/cmpl.html .
First published on BankersOnline.com 3/4/02
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