银行投诉管理存在的问题与对策建议

Problems in Banks’ Management of Customer Complaint Handling and Suggestions

随着银行业务的不断转型发展,客户投诉处理面临着新的挑战,如何加强银行投诉管理,有效保护消费者权益,是银行机构目前值得研究的课题。文章在分析投诉处理过程中遇到的常见问题的基础上,提出应通过加强客户投诉处理、前移消费者权益保护关口、提升一线员工消费者保护意识、利用新媒体为银行扩大正面影响等措施,以实现投诉处理对症下药、精准解决问题的目的。

With the continuous transformation and development of banking business,new challenges are emerging in customer complaints handling. How to strengthen banks' management of customer complaints handling and effectively protect consumer right is a topic worthy of study for banking institutions. Based on the analysis of the common problems appeared in handling customer complaints,this paper proposed a series of measures,e.g. reinforcing customer complaint handling,moving forward the protection gate of consumer right,improving front line employees' customer right protection awareness,leveraging new media to expand banks5 positive influence,etc. for the purpose of finding the right medicine to handle customer complaints and solve the problem accurately.