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7:57 AM
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Mumbai: Not satisfied with the services you get from the nation's largest lender State Bank and want to get back to the bank on the same? Forget the pen and paper to write it down or even email the same but just message "Unhappy", and your issue will be resolved within 48 hrs.
After being on pilot test since last October at select centres and seeing the huge response, bank chairman Om Prakash Bhatt today launched the initiative in Bhopal.
With this nationwide customer service initiative called 'SMS Unhappy' to serve its 130-million strong customers, does away with the previous mode of registering their complaints in writing.
Prior to this, for an SBI customer who has a complaint had to do so in writing with his branch, or send an email to the bank, detailing his problem.
With this initiative, anyone can lodge it by sending an SMS with "Unhappy", to 8008202020, which would reach the bank's "Happy Room" at the circle headquarters, from where a bank executive would call the customer back on his mobile phone, understand the nature of the problem and then take up with his the branch, Bhatt said. And then the issue has been resolved, the customer will be contacted by his branch.
Under the scheme, he said, most of the complaints will be closed within 48 hrs. "Feedback received from the pilot run has been very encouraging and already complaints are on a decreasing trend," Bhatt added.
Source: Financial Express
1 comments:
Quite an amazingly simple solution for such a large bank. It appears that the bank is taking this very seriously and honestly desires to want to help fix peoples grievances. Will be interesting to see how this pans out and if it catches on in other parts of the world.
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