State Bank of India (SBI), which is the largest lender in the country, launched an additional channel for redressing customer grievances. The so called “SMS Unhappy Service” is still in its nascent stage with the full-fledged launch yet to take place.
According to the unnamed bank official, the program is now running at all the 14 local head offices (LHOs) located across the country and once they get a good response from the soft launch, the formal launch will follow. He also added that the bank is getting thousands of complaints from its customers through this channel.
Each LHO has its own “Happy Room” that deals with the customer grievances. A customer who wants to lodge a complaint sends the message “Unhappy” to a specified number (8008202020), only to get a call from the “Happy Room” later on. Happy Room employees record the details of the complaint and forward it to the branch in question… Sounds convenient. I like it. 🙂
[Via: FinancialExpress]