The Confidentiality Of Customer Information

Published Date: 02 Nov 2017

Everything in the service-oriented organization does delivery services. Service oriented organization implies helping or serving others in order to meet the needs. It means continuously exceed customer requirement and achieved customer expectation. We shall focusing on discovering these needs and figuring out how to delights customers such that they favor your service instead of others to drive the "WOW" factor. In the same time, we should find a ways to continuously enhance customer experience.

Loyalty and Satisfactory

Be precise and to the point what customer needs to avoid or minimize the mistakes annoy customer. It may lead to them that the organization is inefficient. We shall respect customer need to feel respected and important. Customer viewpoint and feeling always is our consideration. We should precious every moment with customer to build good rapport with customer, be positive and proactive to help the customer to visualize the outcome when offering solutions. What we promise to the customer should delivery to them as per expectation. Updating customer to feel that they have an impact on what happens and updates. Use common sense and past experience to identify problems or solution.

Complaints

From the customer point of view, we should gather some information like customer feedback, complaints and needs of customer. We should have the correct behavior like we should discuss customer needs with them and offers services beyond the customer expectation. Customer feedback or complaint should always remind us for improvement in the future continuous servicing. We have to response the complaint immediately and effectively to provide customer satisfactory. Providing all the information clearly to customer, spend more time with the customer especially customer is going through a critical period.

Responsibility

Responsible to the customer is a must, response quickly to customer or response appropriately in well manner when there are issues occur. Attentive and helpful to customer requirement, behave as professionals, uphold absolute integrity. Show respect to local custom and culture as long as we don’t compromise integrity. We shall keep customer information confidential.

Work With Customer

Work with customer as with a colleague. Communication is a good tool to connect or understanding what customer needs. We shall capability to do better exceed customer expectation through excellent service provided by well talented. In the other way, excellent functional disciplines can make or break an organization’s ability to keep up with the pace of change. Passionate on work or understand customer’s background is help to solve the problem or issue more efficiency.

Discipline

Excellence in functional disciplines can make or break an organization’s ability to keep up with the pace of change. We come to better answers in teams than as individuals, so we do not compete against each other. Instead, we share a structured problem-solving approach, where all opinions and options are considered, researched and analyzed carefully before recommendations are made. Team morale maintain good among team members, to drive perfection in the job environment. Express positive expectations of others even in difficulties; believe others and willing to learn.

Behaviour

Always smile and greet when we approach the customer, it generates warmth and makes the customer fell welcomed. Managing a customer transaction requires personal communication skills including active listening and effective questioning. We have to delivery positive and encourages feelings of control on the part of the customer to impress customer by what CAN be done rather than what CAN’T. Deal proactively with the problems, question assertively to establish the real causes. We deliver more value than expected; it doesn’t mean doing whatever customer asks.

Website www.rhb.com.my

Industry

Insurance

Address

Level 12, West Wing, The Icon, No.1, Jalan 1/68F, Jalan Tun Razak,

55000 Kuala Lumpur.

TELEPHONE

60 (3) 2180 3000

INFORMATION

As a member of RHB Group of Companies – one of the largest integrated services groups in Malaysia. RHB Insurance sells general insurance such as fire, burglary, vehicle, personal accident, and etc. It helps to compensate the losses and damages which may or may not occur to the policy holders.

Customer Service Charter

Our commitment to delivering a high standard of customer service.

It outline the type of service we aim to provide,

how to contact us and give us a feedback,

particularly if anything goes wrong and how to assist us to better serve you.

We will continuously work towards improving the standards of service and our bank’s relationship with you be guided by the following key principles:

CONFIDENTIALITY OF CUSTOMER INFORMATION

Respects every customer's right of privacy and security of information. As such we maintain the latest security standards to ensure total confidentiality of customers' account details. We will safeguard according to strict standards of security and confidentiality on any customer information our customers share with us. Only authorized staff of RHB can have access to customer information

RELIABILITY AND QUALITY OF SERVICES

RHB is committed in providing the highest standards of services and ensures all employees involved in providing the EIMS Online Insurance (Agents only and MYEG Services are fully trained and conversant in matters pertaining to Online Services. RHB also adopts proven technology to ensure reliable and high quality of products and services provided.

TRANSPARENCY OF PRODUCTS AND SERVICES

RHB shall ensure in the best possible way that information on all products and services are transparent and not misleading. RHB also ensures users of fair and accurate disclosure at all times.

PROMPT RESPONSE OF ENQUIRIES AND COMPLAINTS

RHB constantly strives to maintain the highest level of services and welcomes any feedback which will help us identify weaknesses or shortcoming in our products and services. If you have any questions or comments about the practices of the website, Customers can e-mail or send their feedback.

As we work improving our standard of service, we aim to provide our service efficiently and effectively.

Loyalty And Satisfactory

Data entry is the most significant part, policy must be accurate and efficiency before send out to customer. We shall make the customer to feel respected and how important they are. Therefore, we should delivery the policy to them as per expectation to the customer. Ensure to update the new products to customer at all times. As such, training or seminar is provided to agents so that they will deliver the new products to customer. Use common sense and past experience to identify problems or solution immediately. This is to maintain the value of loyalty and satisfactory to the customer.

Complaints

We have to response the complaint immediately and effectively to grant customer satisfactory. As such, we should show our urgency to solve the problem like providing feedback form and comments on the website to customer. This is to encourage customers to provide feedback on key touch points and experience at all our outlets. This will enable us to take a closer look at all our customer perception points in order to enhance the overall customer service experience and maintaining the standards and branding of RHB.

Responsibility

Responsible to the customer is a must, response quickly to customer or response appropriately in well manner when there are issues occur. We should keep customer information confidentially. As such, our organization will provide the declaration form to the customer to fill in whether the customer information to be leak out to other divisions between the same organization. Respect to local custom and culture as long as we don’t compromise integrity. We shall keep customer information confidential.

Work With Customer

Work with customer as with a colleague. Communication is a good tool to connect or understanding what customer needs. We shall capability to do better exceed customer expectation through excellent service provided by well talented. In the other way, excellent functional disciplines can make or break an organization’s ability to keep up with the pace of change. Passionate on work or understand customer’s background is help to solve the problem or issue more efficiency.

Disciplines

Excellence in functional disciplines can make or break an organization’s ability to keep up with the pace of change. We come to better answers in teams than as individuals, so we do not compete against each other. Instead, we share a structured problem-solving approach, where all opinions and options are considered, researched and analyzed carefully before recommendations are made. Team morale maintain good among team members, to drive perfection in the job environment. Express positive expectations of others even in difficulties; believe others and willing to learn.

Behavior

Always smile and greet when we approach the customer, it generates warmth and makes the customer fell welcomed. Managing a customer transaction requires personal communication skills including active listening and effective questioning. We have to delivery positive and encourages feelings of control on the part of the customer to impress customer by what CAN be done rather than what CAN’T. Deal proactively with the problems, question assertively to establish the real causes. We deliver more value than expected; it doesn’t mean doing whatever customer asks.

Question 2

To deliver a superior customer performance at Pizza Hut Sdn Bhd, you are tasked to handle customer complaints. Identify the types of complainers and describe how to respond to customers problems effectively according to each type. Cite one scenario from the company’s experience and briefly discuss the kind of empowerment needed to respond in a positive manner.

In the service oriented organization, for sure they are dissatisfied about the service. No doubt we are improving ourselves every day to provide a better service and self improvement as well. There are several types of complainer.

Passive Complainer is the kind of customer who has some problems or dissatisfaction with the company products/services but do not communicate the same to the organizations. They believe that complaining would be of no use, not be worth the time and effort. Sometimes, their personal values restrict them form complaining. But it is not a good sign for any organization to have more number of passive complainers. Passive complainers are the most lethal to business success, as they will complain to everyone except to the actual business. Since the business is left unaware of their error they cannot correct it and the only thing a passive complainer succeeds in doing is depriving the company of potential business.

Customer response strategy:

We must separate the people from the problem. Communicators have two interests, they are relationship and message substance. The relationship aspect plays out in the manner in which the message is being delivered. The substance refers t the actual message content. Ensure that customers complaints are resolved in order t ensure the customer retention.

Voicers, also called constructive complainers. For no hesitate to voice their opinions and definitely complains. They also feel that the consequences of complaining will be positive and will lead to some social benefits. These are loyal customers and do not spread a negative word of mouth even if they have grievances. They do not shift their loyalty and also do not even engage in complaining to the third party. Therefore, organizations should value these customers as they are indirectly giving them an opportunity to serve them. Constructive complainers are most beneficial to a business since they address their problems to the business in a calm rational manner.

Customers response strategy:

Recognize and try to understand the emotions behind the delivery. Therefore, we should avoid being reactive to the delivery and focus in on the message content. Do not arguing with customer as it will make the customer more anger and it may cause to a critical situation. Listen to the customer’s complained and show respect to them hence we shall get into a problem solving. Put energy and attention into understanding fully what the other person is saying like ask open-ended questions. We should keep our own sense of self-confidence so that the customer will calm down the anger. If the issue could not be settling, get the superior or the right person to attend to it.

Irates, are the frustrated complainers who engage in negative word of mouth within a close groups. They feel that their complaints can be beneficial for others especially passive complainers, and so they do not go to the third party complaining. They are not staunch loyalties and also can switch at any time to other brands.

Customer response strategy:

In this situation, we have to empathize with their frustration and also understand their feelings. Try to find a solution and do not play the blame game or pass the buck to them. Reassure them that you will solve the problem and contact them after the problem has been solved. Give them a feedback by adding something extra, a discount on a next visit, a follow-up card in the email or another token of appreciation. The customer will feel truly delighted.

Activists are complainers having a unique combination of all the above stated types of complainers. They will complain to the provider, they will tell the others, and they are more likely than nay other group to complain to third parties. They complain to the organizations as well as they spread a negative word. They are optimistic sense of positive consequences of all their complaints.

Customer response strategy:

Focus on the concern and a solution will come more easily. Behind the customer’s anger is likely a legitimate concern that we can help him with. Apologize whenever is necessary, sometimes mistakes or error will happen without knowing it. Follow up the issue and response quickly. Always gets the job done in timely.

Scenario from the company’s experience and the kind of empowerment needed to response in a positive manner.

Customer makes complain to Pizza Hut about their service is very bad and very slow even with the buzz button on the tables; they seemed to ignore the customer. The pizza was an hour late, despite the restaurant having many waiters. However, when food served, the pizza is already cold and the crush is overcook (very crispy hard). Customer was irate and angry with the organization.

Pizza Hut is working hard to achieve high standard in customer satisfaction by putting a lot of efforts and resources in it. They have many outlets over the world. They take pride in making a perfect pizza and providing well-mannered and helpful service on time all the time. To deliver a quality and dedication to customer.

Pizza Hut’s mission statement

Core Values: P.E.A.R.L.S

Have a PASSION for excellence in everything we do.

EXECUTE with positive energy and urgency.

Be individually and collectively ACCOUNTABLE for growth in people, customer satisfaction and profitability.

Find reasons to RECOGNIZE the achievement of others and have fun doing it.

LISTEN and more importantly, respond to the voice of the customer.

Think SAFETY first.

Customer Complains Handling

Pizza Hut has overcome much complaint about their products and services. There are negative comments on Pizza Hut as this also disappointing the consumers. The first step is to apologize and apologize again towards customer which may console the customer. To provide compensation like voucher, small gift, discount and etc. Listen to customer comment first before we explain to customer. This is to avoid arguing and to cool down the customer’s temper. Customers can complain directly to the manager or through website and by mailing them. By the way, action must be responded immediately to customer by same day. Improve the customer service and conduct follow up.