Friday, July 24, 2015

How to improve service quality - with some simple thinking

A customer give this negative feedback about OCBC Bank.

"Hotline stating CPF investment number but when dial, it brings all options including credit cards and many useless service."

If the bank advertises a hotline number for a service, they should expect to receive a few hundred calls. Why put the customer through the frustration of going through many irrelevant options? It is simple to provide a mini-call center, with a specific advertised number, for each marketing campaign. The customer will be answered immediately.

This will improve service quality and marketing results. We only need to do some simple thinking!

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