Customers first on FNB CARE system
FNB Namibia’s Customer CARE system is working well to assist in streamlining the logging and management of customer compliments, complaints and queries.
Linda Shininge, national service manager, Points of Presence, at FNB Namibia, said: “The FNB CARE platform ensures customer opinions are logged, heard and tracked towards resolution, as well as provides us the opportunity to engage with and analyse our diverse customer base’s perspectives on service and products. We've also been able to identify complaints and failure points in our service standards that may have been previously overlooked. An essential aspect of service recovery is to act quickly and CARE has helped us do this more efficiently. The system requires an issue specific turnaround time to resolution, easily enables escalation of issues, and it also assists us in monitoring the process referenced to specific individuals who are responsible for service recovery within the business – keeping them accountable for resolution and even rewarding them when customers are especially complimentary.”
With built-in resolution time expectations, the majority of queries, issues and compliments logged (up to 75% on average) are responded to satisfactorily within six days, with some detailed engagements requiring longer resolution time as agreed to by customers when they sign on with any product or service.
Shininge and her countrywide support team encourage customers to continue giving FNB Namibia feedback, be it a query, concern or compliment.
“We're committed to our brand mantra which says 'HOW CAN WE HELP YOU?' and we can only do this well if we get as much input and feedback from our customers as possible.”
Customers can access the customer feedback system CARE via the FNB Namibia website at any time, but are also welcome to come see us in person at branches, where they can log their requests at an online cubicle or voice their concerns face to face with a consultant. Alternatively, they can phone (061) 299 2222 where they will be assisted by an agent. They can also email [email protected]," Shininge added.
Linda Shininge, national service manager, Points of Presence, at FNB Namibia, said: “The FNB CARE platform ensures customer opinions are logged, heard and tracked towards resolution, as well as provides us the opportunity to engage with and analyse our diverse customer base’s perspectives on service and products. We've also been able to identify complaints and failure points in our service standards that may have been previously overlooked. An essential aspect of service recovery is to act quickly and CARE has helped us do this more efficiently. The system requires an issue specific turnaround time to resolution, easily enables escalation of issues, and it also assists us in monitoring the process referenced to specific individuals who are responsible for service recovery within the business – keeping them accountable for resolution and even rewarding them when customers are especially complimentary.”
With built-in resolution time expectations, the majority of queries, issues and compliments logged (up to 75% on average) are responded to satisfactorily within six days, with some detailed engagements requiring longer resolution time as agreed to by customers when they sign on with any product or service.
Shininge and her countrywide support team encourage customers to continue giving FNB Namibia feedback, be it a query, concern or compliment.
“We're committed to our brand mantra which says 'HOW CAN WE HELP YOU?' and we can only do this well if we get as much input and feedback from our customers as possible.”
Customers can access the customer feedback system CARE via the FNB Namibia website at any time, but are also welcome to come see us in person at branches, where they can log their requests at an online cubicle or voice their concerns face to face with a consultant. Alternatively, they can phone (061) 299 2222 where they will be assisted by an agent. They can also email [email protected]," Shininge added.
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