Can I Get Resolution?

" Can I Get Resolution? "

This is the statement I had to use repeatedly while speaking to a Phone Banking representative of a reputed Bank.

There are many articles and material available online and training conducted for Customer Service Teams for imparting an excellent customer experience. However, still many representatives fail and fail miserably!

I want to share with you, one such experience I had while dealing with a Credit Card Phone Banking representative and a CS Manager.

I had canceled and deactivated the credit cards of this reputed bank because I was just not using their credit cards. The annual fee was more than a couple of thousands. Generally, the annual fee is charged at the start of the financial year. Its simple logic, if I do not use the card, why should I pay the annual fees? Hence the cancellation of the card and request for reversal of annual fees which was more than a couple of thousands.

After calling the Phone Banking or Customer Service Team, I spoke to a CS representative and the person kept me on long hold. He did not tell me the reason why the reversal has not happened and transferred the call to CS Manager. The CS Manager made statements like, “No one in the Bank can commit to you by when the reversal will happen?”, “After 3 working days TAT we will tell you if the reversal can happen or not.” These are hazardous statements to use esp. when the customer has called multiple times in the past to cancel the card and seek a reason for reversal process delays.

Moreover, the representative did not share the grievance redressal email id without a specific reason and instead argued that if I was so well aware of RBI Guidelines then to show him where it was written that representative needs to share the internal processes with the customer.

I wondered after the call, what I would do in such a situation.

There are some basic ground rules which I would implement while dealing with irate customers.

I would…

1. Listen, Listen, and listen to what the customer says.

2. I will remain calm while talking to the customer and the back of my mind will keep reminding me that the customer is not angry at me or questioning me but the organization and I am just representing the organization.

3. I will avoid keeping the customer on long hold unless the a dire need to do so. Before keeping the customer on hold, I will seek his/her permission and make sure I get back in less than 30sec.

4. Not interrupt the customer while the customer is sharing his/her grievances.

5. Actively empathize with the customer and his/her situation

6. Acknowledge with an “ok” or “hmm” while the customer is talking to indicate ones listening to the customer.

7. Summarize once the conversation in few lines after the customer has shared the grievances.

These are the basics that I have learned while dealing with an irate customer.

1st and foremost with actions &, words, my intent would be to inform the customer that I am there for him/her and will help in customer resolution.

The RBI lays guidelines for Bank that, irrespective of the mode the customer uses for communication with the Bank, upon the customer's request the next escalation level should be shared with the customer.

Further, reach out to the backend team and request for reversal and expedite the issue.

I am well aware that the customer is not concerned about what processes the representative has to follow to provide resolution to the customer. Hence, I would put efforts and focus on providing resolution to the customer. I would not bother customers with the internal challenges I as a representative of the Bank face while solving the customer’s issue because if I do, I would be aware that it would frustrate the customer and hint them to choose another service provider. Hence losing customer’s loyalty towards the organization and maybe potential customer attrition.

For most this would be, we already know this however, still we miss on these basics!

Practices that can help reduce customer dissatisfaction:

• PDCA or PDSA Cycle - Plan-Do-Check-Act OR Plan-Do-Study-Act

• FMEA or Failure Mode Effect Analysis

• Brainstorming Sessions with internal and external customers

• Voice Of Customer or Customer Feedback

• Mystery Shopping

• Periodic Process Audits