Services and Quality Assurance
Complaint Resolution Unit
BisB is contemplating developing a winning customer relationship strategy that thinks hard about all aspects of customer interactions – processes, technologies and organizational structure.
Excellent Customer Relationship is a step-by-step guide that takes you through the process, with workable examples of key differentiating areas, beginning with the client's grievance resolutions.
As a result, the Complaint Resolution Unit (CRU) reporting to the Service & Quality Management has been established. The process of attending to customers complaints is as follows:
- The "Complaint Resolution Unit" is handled by Zahra Qassim and the contact numbers are 17515199, Fax: 17534404 and e-mail: firstname.lastname@example.org
- A complaint by way of written letter, fax and e-mail will be addressed to the above staff.
- The process of the CRU complaint cases will be resolved quickly and efficiently within 24 hours of receiving the complaint.
- All bank staff will forward any complaints to the above staff, who will handle the case immediately.
- In case the issue is not closed within the 48 hours, the complaint would be
escalated to the Head of Service & Quality Management, for immediate follow up with the relevant department, in order to ensure to that the complaint is resolved in a timely manner.
- The CRU will ascertain that all staff are aware of the procedure and they fully understand the process.
- Bank staff can further advise the customers that a professional Complaint
Resolution Unit exists in the Bank to attend to their problems whenever needed.
Click Here to download the Complaint Resolution Unit Form.
Customer Satisfaction Survey
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