Service is the eternal theme of the banking industry, and consumer rights protection and complaint handling is a systematic project. "The Ways and Techniques of Handling Bank Complaints" is about 290,000 words, divided into concepts and principles, prevention, process management, strategy, psychology, and development. It helps employees of financial institutions to understand clearly from the source why they should establish a correct consumer protection concept, how to cultivate a good service attitude, what flexible skills and techniques they need to master, and how to build a reasonable speaking system from the two perspectives of Tao and Techniques, so as to promote the improvement of financial institutions' service management and complaint handling levels, and predict and avoid the occurrence of complaint escalation, repeated lawsuits, and vicious incidents.
This book can meet the needs of various readers, including but not limited to front-line bank employees, bank consumer protection managers, consumer protection law enforcement, regulators, complainants and their agents, consulting and training companies, trainers, etc.
This book is conducive to jointly building a bank-client relationship of mutual trust, sincerity and kindness, so that individuals can grow, customers can receive quality services, banks can develop, and society can progress.
