acknowledged with the ISO 10002:2004 Complaint Management. System
certificate, awarded by the British Standards Institution. (BSI) in 2006. Thus,
Garanti ...
Customer Satisfaction Department
ISO
GarantI, the first Turkish Bank 10002 to international 10002 certified with the Complaint :2004 standards Management System certificate
Garanti Bank maintains its focus on customer satisfaction, embodied at the heart of its operations through the Customer Satisfaction Department, established in 2001, incorporated into the Call Center organization in 2009, and structured as a separate department in May 2012. The Customer Satisfaction Department, which aims to maintain customer loyalty at the highest level by fostering the culture of “Unconditional Customer Satisfaction” throughout the Bank, carries out its activities, addressing the communications received through various channels from a customer-focused approach and proactively solving issues causing dissatisfaction. The Customer Satisfaction Department serves customers of Garanti Bank through various channels, including telephone, e-mail, social media, corporate websites and branch offices. The telephone channel, “Customer Care Line”, has had its quality acknowledged with the ISO 10002:2004 Complaint Management System certificate, awarded by the British Standards Institution (BSI) in 2006. Thus, Garanti Bank has become the first Turkish bank with its Complaint Management System certified at international standards. The Garanti Customer Satisfaction Constitution, which has been developed to render a more perfect service and to grow together with the society, constitutes the cornerstone of the Bank’s methods and business culture. All members of Garanti exert themselves to abide by this constitution at the highest level.
ACTIVITIES IN 2012 The “Insight Center” Concept in Customer Satisfaction In order to open up those areas where customer demands and complaints, and their reasons, are concentrated, the Customer Satisfaction Department issues analyses and reports and shares them with Senior Management and relevant line of businesses. Root cause analyses of the situations which cause customer dissatisfaction are carried out and insights and proactive solutions are developed with a view toward the prevention of issues before they arise in practice. The Customer Satisfaction Department collaborates on projects with the relevant line of businesses in order to actualize the solutions recommended.
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GARANTI BANK | 2012 Annual Report
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GarantI, the bank which also listens to its customers through “Social Platforms” with a special team working
Customer-Focused Communications One of the major undertakings carried out in 2012 has been the “Customer-Focused Communication Project” which seeks to develop customer-focused approaches adapted to communications with customers. Under this project, issues frequently raised by customers in communications were addressed and analyses aimed at the assessment of the customer experience as a whole were made. In this connection, activities directed toward the improvement of current approaches and the design and realization of new ones are ongoing.
New Contact Points Following the innovations and trends in today’s world, where consumer behavior changes rapidly, the Customer Satisfaction Department is also carrying out its activities using social media. The Customer Satisfaction Department has been providing solutions support for problems with Garanti Bank expressed by Twitter users since July 2012, and by Facebook users since November 2012. Apart from communications received via telephone and written channels, face to face communication with customers coming to the Head Office to express their requests and complaints commenced in July 2012.
PROJECTIONS FOR 2013 In order to manage and solve the customer complaints, the Customer Satisfaction Department will continue its customer-centered practices at an increased level in 2013. With the belief that our most important asset is the “customer”, the Department will continue to develop projects toward ensuring a better customer experience. The primary targets established by the Customer Satisfaction Department for 2013 are: »» To enhance its position as the “insight center” within the Bank through the development of an advanced reporting environment and inter-departmental collaboration; »» To support personnel development to ensure the customer-focused approach is reflected in all activities; »» To ensure a better customer experience through the realization of the customer-focused communication methods designed during the project and efficient operational and service-level management; »» To add value across the Bank by reducing customer loss and enhancing its role in work on customer regain and retention.
