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Mechanisms for Complaint Resolution - Ensuring Customer Satisfaction and Improvement

Learn about the importance of having mechanisms for complaint resolution in financial institutions, their practical implementation, and tools for improving customer satisfaction. Discover how dissatisfied clients can impact the institution and gather feedback from participants. Endorse the Smart Campaign for client protection.

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Mechanisms for Complaint Resolution - Ensuring Customer Satisfaction and Improvement

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  1. Principle # 7 – Mechanisms for Complaint ResolutionThis presentation is made possible by the Smart Campaignwww.smartcampaign.org

  2. Agenda Client protection principles Principle #7 in practice The client perspective Participant feedback Tools for improving practice Conclusion and call to action

  3. 1. Appropriate product design and delivery 2. Prevention of over-indebtedness 3. Transparency 4. Responsible pricing 5. Fair and respectful treatment of clients 6. Privacy of client data 7. Mechanisms for complaint resolution Client Protection Principles

  4. Agenda Client protection principles Principle #7 in practice The client perspective Participant feedback Tools for improving practice Conclusion and call to action

  5. Mechanism for Complaints Resolution The Principle in Practice: Providers have a mechanism for collecting, responding in a timely manner, and resolving problems for customers. The mechanism is used to resolve individual complaints and improve products/services. Consider this: Suggestions boxes are not effective for responding to specific problems in a timely way.

  6. The Principle in Practice

  7. The Principle in Practice

  8. Examples of complaint mechanisms Email the MacroDreams Customer Response Department: customers@md.info Call the MacroDreams Customer Response Line: 555-555-555 Send an SMS to the MacroDreams Customer Response Line: 555-555-555 Leave a comment card in the Suggestion Box at your local branch Visit a Customer Service Desk. Call for locations: 555-555-555

  9. Good Practice: Using Multiple Complaints Channels • Good practice: Assess the complexity and urgency of the complaint then use an appropriate mechanism. Source: Adapted from Banco Solidario

  10. Agenda Client protection principles Principle #7 in practice The client perspective Participant feedback Tools for improving practice Conclusion and call to action

  11. How Dissatisfied Clients Affect the Institution Findings from the Field

  12. No Complaints Completely Satisfied Customers • If your institution does not receive concerns or complaints, be careful:

  13. Agenda Client protection principles Principle #7 in practice The client perspective Participant feedback Tools for improving practice Conclusion and call to action

  14. Feedback from Participants What channels does your institution use to receive, respond to, and resolve complaints? Do clients take the opportunity to give their feedback? What complaints or suggestions have you received at your institution? How did your institution respond? Has the complaints management system evolved at your institution since you began working there?

  15. Agenda Client protection principles Principle #7 in practice The client perspective Participant feedback Tools for improving practice Conclusion and call to action

  16. Tools available from the Smart Campaign

  17. Agenda Client protection principles Principle #7 in practice The client perspective Participant feedback Tools for improving practice Conclusion and call to action

  18. Conclusion

  19. Thank you! Endorse the Smart Campaign. Visit www.smartcampaign.org Sign up to receive news and information. What’s next? Download the Getting Started Questionnaire and conduct a client protection self-assessment. Email us! comments@smartcampaign.org

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