Customer Service Concepts Assignment Example | Topics and Well Written Essays - 1000 words

Customer Service Concepts - Assignment Example A bank needs to ensure that it has an efficient and effective complaint management system in which customer complaints are dealt with least possible delays and the solution is satisfactory for the customer (Junarso, 2006). In order to create an effective and efficient complaint management system, banks should have online complaint registration systems so the customers can instantly launch their complaints. Once the complaint is received, the complaint manager should forward it to the relevant department and the relevant department should correct the issue as soon as complaint is received. The banks need to hold a history of all the complaints and solutions for those complaints so in future if similar complaints arise, they are sorted out immediately. HEAT (Hear, Empathize, Apologize and Take Ownership)Â  Customer satisfaction can be attained if the concept of HEAT is applied by organizations such as banks. Hear them out is the first step in which the employee listens to the issues o f the customer and does not retaliate even if the customer looses his/her temper. While receiving complaints, banking staff should ensure that they quietly listen to all the issues experienced by the customer before responding (Zemke, 1999, p.291). Once the employee has clearly heard the issues experienced by the customer, the employee needs to respond to the customer in an empathetic manner and inform them that the problem experienced by the customer is well understood.... fective complaint management system in which customer complaints are dealt with least possible delays and the solution is satisfactory for the customer (Junarso, 2006). In order to create an effective and efficient complaint management system, banks should have online complaint registration systems so the customers can instantly launch their complaints. Once the complaint is received, the complaint manager should forward it to the relevant department and the relevant department should correct the issue as soon as complaint is received. The banks need to hold a history of all the complaints and solutions for those complaints so in future if similar complaints arise, they are sorted out immediately. HEAT (Hear, Empathize, Apologize and Take Ownership) Customer satisfaction can be attained if the concept of HEAT is applied by organizations such as banks. Hear them out is the first step in which the employee listens to the issues of the customer and does not retaliate even if the custome r looses his/her temper. While receiving complaints, banking staff should ensure that they quietly listen to all the issues experienced by the customer before responding (Zemke, 1999, p.291). Once the employee has clearly heard the issues experienced by the customer, the employee needs to respond to the customer in an empathetic manner and inform them that the problem experienced by the customer is well understood. A banking employee needs to be aware of how a customer feels when he/she experiences an issue. Next the banking customer needs to respond in a very apologetic manner and apologize from the customer for all the issues caused. A simple apology can change the entire attitude of the customer. Once the problem has been well heard by a banking employee, he needs to make the customer