商业银行客户投诉的成因和对策

The Causes of Customer Complaint in Commercial Banks and the Counter-measures

针对目前商业银行对客户投诉工作存在重视不足、管理不到位等问题,本文对商业银行客户投诉的成因进行归纳,主要包括因后台支撑问题导致的客户投诉;因员工服务质量问题导致的客户投诉;因客户自身原因导致的投诉;因银行之外的第三方原因导致的客户投诉等。在此基础上提出如下建议:商业银行应提高管理层和员工对客户投诉工作重要性的认识,建立标准化服务规范和投诉处理的快速反应机制,并通过采取加强对银行员工的技能培训,制定科学的客户投诉考核制度等措施,从而建立起完善、有效的客户投诉管理机制。

In view of problems in customer complaint disposal of commercial banks, such as inadequate attention and management, the paper summarizes the causes of customer complaint, which generally result from problems in background support, service quality, customers themselves and the third parties. Then the paper proposes the following suggestions： commercial banks should improve the understanding of the management and staff to the significance of customer complaint disposal, establish standard service specification and rapid response mechanism on complaint disposal, strengthen skill training on staff and lay down scientific assessment system on complaint disposal. Through above-mentioned measures, a perfect and effective management mechanism on customer complaint disposal will be established.