Page 4 - Inside Access May 2nd Edition

INFO ZONE
#MyServiceStory
Three distraught customers visited three different branches with the same issues over the course of the week to lodge their complaints
SLA for resolution:Five working days.
Customer Care Officer 1:
Customer complaint was resolved later that day
Customer Care Officer 2:
This issue can be resolved in less than three hours, I will send a mail now to the resolution team and get it over with
Customer complaint was resolved on the 5th day, the customer was satisfied
Customer Care Officer 3: Customer Care Officer 3:
Hi Sola, kindly assist to treat the email I sent. The customer really needs the money
Customer complaint was resolved on the third hour, the customer was pleasantly surprised
They were all doing their jobs but who delivered exceptional service to the customer? Join the conversation on Yammer with #MyServiceStory
Customer Care Officer 1:
10days later
This issue can be resolved in less than three hours but I will wait and start working on it later in the week
Oh my God, it’s been 10 days, I was so busy I forgot to treat this customer’s request, I will send a mail now and follow up with the team later in the day
Customer Care Officer 2:
4days later
This customer’s request has not been treated, anyway I have done my part
This issue can be resolved in less than three hours, I will send a mail now and follow up with the team later in the day
PAGE 4 INSIDE ACCESS | MAY 2021 2ND EDITION