Customer service, complaints management and regulatory compliance

Emerald - 2002
JoyTerentis1, FabianSander2, MaureenMadden3, MerlinStone4, DavidCox5
1Managing Principal in IBM Global Services, working on insurance clients in the areas of organisation and business strategies
2Student intern at IBM’s Business Innovation Services Consulting group.
3Professional researcher within the IBM’s Business Innovation Services Finance Consulting Thought Leadership group
4Executive Consultant, Business Innovation Services, IBM UK Ltd., 76 Upper Ground, South Bank, Mailpoint SEG1, London
5Managing Director of Swallow Information Systems Ltd, suppliers of software for managing customer feedback, including complaints.

Tóm tắt

This paper examines the regulatory requirements for the management of customer complaints in financial services. It describes the outcomes of new research, which show that most financial services companies are some way from being able to meet these new regulatory requirements. It identifies the processes that must be followed to fulfil these requirements and outlines the type of system that is likely to be able to support meeting these requirements. Finally, it identifies that the probable reason for the neglect of this area is the heavy involvement of most financial services companies’ customer service functions in meeting the needs of the sales process (before, during and after the sale) rather than the more traditional role of customer service ‐ listening to customers and solving their problems.

Từ khóa


Tài liệu tham khảo

Stone M., 2001, International Journal of Customer Relationship Management, 4, 169

Stone, 2001, op. cit

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Emerald

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