WILP – Semester 2 – Term 7

Subject – Service Operations & Quality Management

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Grievance Handling Analysis

Title of the project

Project Number 2

Student Name PRATIK AKHOURI

Registration
22125740116
Number
Customer grievance handling procedure followed at
Introduction
HDFC bank

Briefly describe
the project work
Methodology
adopted

Conclusion or
Recommendations

Limitations (if any)

1) Grievance Handling Analysis

Task Description:
 Mention the customer grievance handling procedure followed at your bank.
(depict the same in the way of a flow chart)

At HDFC Bank, we take customer satisfaction very seriously and are proud to offer an
effective and efficient customer grievance handling procedure. Customers can bring concerns
or complaints to any of our Customer Service associates, or can call our toll-free customer
service line. Our team is trained in the standard practices of customer service and are
dedicated to resolving all grievances in a timely and courteous manner. Our resolution
process involves promptly addressing each complaint and providing clear communication of
the outcome so that customers feel their concerns have been properly taken into
consideration.

Our process includes: -

(1) acknowledging and recording the customer complaint in our system,

(2) providing the customer with an estimated timeline for resolution of the complaint,

(3) researching the complaint thoroughly and taking all necessary steps to resolve it, and

(4) following up with the customer to ensure any questions or concerns have been
addressed.

In addition, we have a dedicated customer service team that is available 24/7 to provide
assistance and answer any questions during the process.
  Suggest improvements in the grievance handling procedure based on the
interactions with your customer
Managing customer complaints is a vital, internal process influencing customer perceptions
and the attitudes of your staff. Pay attention to complaints and you can improve customer
satisfaction for the better.

1. Focus on the complaint

2. Focus on the customer
3. Gather information that you need to resolve the problem
4. Show empathy for your customers’ concerns
5. Discuss possible solutions
6. Keep your promises