| Author | Kalsuda Srisuwan |
| Note | A project submitted in partial fulfillment of the requirements for the
Degree of Master of Business Administration (Executive)
International Business and Management of Technology, School of Management |
| Publisher | Asian Institute of Technology |
| Abstract | Customer Complaint Handling is very important for all businesses because it is part of Customer Relationship Management (CRM) strategies that is the competitive advantages to develop. Most of companies in financial services industry try their best to improve customer complaint handling in order to meet the customer’s desires, satisfaction, and finally loyalty in brand.
Siam Commercial Bank is the well-known bank in excellent customer service however, there are some weak areas about customer complaint handing. The problem of existing complaint handling process is the slow feedback to customer because of no tracking record, work redundancy, no standard workflow, and no ownership.
The purpose of this company project is to examine, and redesign the internal complaint handling process to meet the customer satisfaction and improve employee work efficiency and productivity by computer information assist and provide alternative channels of complaints. |
| Year | 2008 |
| Type | Project |
| School | School of Management (SOM) |
| Department | Other Field of Studies (No Department) |
| Chairperson(s) | Sununta Siengthai |
| Examination Committee(s) | Do Ba Khang;Dimmitt, Nicholas |