一个银行开户的故事

 

2017年5月22日,当我陪我女儿在星展银行一间支行开银行账户时,她被要求提供手机号码。在她向工作人员递交了她半月前从新电信获得的手机号码后,银行工作人员表示:在我们系统中,你的电话号码仍被其他人占用,除非你给我电话帐单来证明这个号码是你的,否则我无法为你开户。不幸的是,新电信电话账单只能在半个月后收到,所以她现在不能开账户。

 

那时候,我告诉工作人员,你的流程不是以客户为中心设置的,我想和你的银行经理谈谈,并讨论电话号码验证的替代方法。过了一会儿,银行经理来了。我们进行了很好的讨论,并找到了一个解决方案。银行经理打电话给我女儿,并通过这个电话核实了她所有的关键个人资料。完成后,账户开了,双方都很开心!

 

正如你所看到的,银行最初要确保这个号码是她的,这没有错。错误的是有很多方法来证明这个回收的手机号码现在是她的号码,但是银行选择了一个不好的方法来处理,使客户非常不开心!如果他们真的站在客户的角度看,就会建立一个正确的流程。

 

你的公司的流程是否真的都以客户为中心?很多时候在日常实际工作中恐怕不是。

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