SBI acts towards customer grievance in Andhra
By Neelima Shankar
Jun 18, 2010
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State Bank of India in Andhra Pradesh has come with a new motto "A complaint is a gift." The bank has launched its "Unhappy" SMS service to address to customer grievances.

SBI in AP now recieves around 2000 complaints a month after the launch of this service in December 11 last year.

"Before the service was launched, we used to get about 150 complaints a month. Now, there is more than 10-fold increase in the number of complaints but we are happy," Chief General Manager Shiva Kumar said.

This service requires the customer to just type "UNHAPPY" and send it to the preset number (80082-02020). A response is generated within minutes stating, "Your SMS has arrived in SBI's Happy Room at Hyderabad. Your satisfaction is our destination. We shall call you shortly to get details."

After this, the customer receives a call from the staffer in the Happy Room seeking the details of the complaint which he punches into a digitally networked system.The branch manager concerned automatically gets an SMS about the complaint.

Sufficient built in security features have been built in the system so as to ensure that only authorized people can modify or delete the complaints.

SBI Chariman, O P Bhatt wants to implement this service across all branches of SBI in the country.


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