Customer Opinion Handling Procedure
Handling customer opinion effectively is a cornerstone for quality customer service. In order to strengthen customer relationship, enhance service quality and handle customer opinion effectively, we have set out the following “Customer Opinion Handling Procedure”:
Channels for customer opinion by post, e-mail, facsimile, phone or visit of our outlets Complete the “Customer Opinion Form” Through our official website www.bankcomm.com.hk or email to [email protected] Fax to 2833 6561 Call our Customer Opinion Hotline 2162 2199 (Office Hours: Mon-Fri 9:00am to 5:00pm. Please note that all calls may be recorded to ensure service quality.)
Service Pledge Letter of acknowledgement will be issued in 7 days upon receipt of a written customer opinion. Reply or expected timeframe for reply will be provided within 30 days if investigation is required upon receipt of a customer complaint. Formal reply will normally be ready within 60 days, taking the nature of a customer complaint into account
Attitude Customer opinion will be handled swiftly in a fair and equitable manner with sincerity and consistency. Compliments and criticisms will be considered in staff performance appraisal. Suggestions will be forwarded to relevant department to consider for future service enhancement.
Confidentiality All complaints will be classified as confidential. Only the case-in-charge and related persons will be informed and they should not be the subject staff of the complaint.
Remark : Bank of Communications (Hong Kong) Limited also handle customer’s opinions for Bank of Communications Co., Ltd Hong Kong Branch and issue relevant letters /emails.
交通銀行股份有限公司香港分行（於中華人民共和國註冊成立） Bank of Communications Co., Ltd. Hong Kong Branch (Incorporated in the People’s Republic of China) Page 1
Workflow of handling customer’s opinion
Start
Receive Customer Opinion
Open Customer Opinion file
Investigation
Submit report by concerned Interview with customer Interview with Report to department and/or related staff related department management
Investigated result
Depends on customer’s request or management decision
Send written or verbal reply to Refer the opinion to functional Disciplinary action / customer department for improvement recognition to relevant staff
End
交通銀行股份有限公司香港分行（於中華人民共和國註冊成立） Bank of Communications Co., Ltd. Hong Kong Branch (Incorporated in the People’s Republic of China) Page 2