Reference no: EM133377622
Banking Customer Complaints and Service Fallures
Scenario: A customer visits a local branch of their bank to withdraw cash from an ATM machine. However, the ATM malfunctions and does not dispense the cash. despite debiting the customer's account. The customer contacts the bank's customer service hotline to report the issue and request a refund, but encounters difficulty in getting the issue resolved.
Background: The customer has been a loyal customer of the bank for several years, with multiple accounts and credit products with the bank. The customer typically visits the local branch once a week to perform various banking transactions, including cash withdrawals and deposits.
The customer was frustrated and dissatisfied with the bank's handling of their complaint about the ATM malfunction. The customer had to spend several hours on the phone with the customer service hotline, and was passed between multiple representatives, none of whom were able to provide a satisfactory resolution to the issue. The customer also expressed concern about the impact of the debited funds on their account balance and credit score.
In order to resolve the issue, the bank needed to investigate the ATM malfunction and verify the customer's claim of a non-dispensed cash withdrawal. The bank's investigation confirmed that the customer's account had indeed been debited for the withdrawn amount, but that the cash had not been dispensed due to a technical glitch in the ATM machine.
Question 1. What is the positioning of your firm? What do you stand for?
Question 2. How Would you Recover from this service Failure?
Question 3. What would be the recovery procedure that you will put in place?