[Korea financial newspaper sinyuncheol News] Citibank Korea (CEO bakjinhoe) launched the 'complaints without banks' Campaign 3rd year and encourage our employees have contributed to the for the civil prevention, and continue today announced the promotion of continuous advancement for customer satisfaction.
Citibank Korea has set up a year 'complaints without banks' business objectives by 2015, complaints specialist training branch visits, preventive civil movie, civil conspiracy UCC prevention staff, including staff training has continued to strengthen and improve internal processes together. In addition, the 2016 has focused on customer satisfaction in order to provide customer satisfaction experience (Remarkable Client Experience). Customer satisfaction and build new institutions were based on a customer service mindset strengthen education model (End-to-End Engagement Model) to end the global standard in customer satisfaction in six steps starting Citi million. The results of these efforts, in 2015, the FSS was a decrease in the number of complaints compared to 26% in 2014, in 2016 there was a 28% decrease compared to the previous year.
Citibank Korea is planning to introduce a new VOC (Voice of Customer, to hear your voice) system in 2017 as part of a global project. Through this branch, ssitipon (call center), partners (3rd Party Vendor) and customer contact for all channels at customers of all complaints voice recording and management, and potential complaints of possession of a preview to find out proactive prevention processes established It is planning. Also in this project by the TCF (Treating Customer Fairly, unfair prevention policies) Citigroup applies to complaints analysis system from July this year confirmed and that no customers have received unfair treatment and develop preventive measures to advance toward a TCF It is planning.
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