HYDERABAD: To address grievances of its customers, the State Bank of India (SBI) has launched `Unhappy’ service today in Hyderabad.
If an SBI customer faces any transaction problem, he can forward his complaint in the form of an SMS, type `unhappy’ and send to 8008202020. The bank staff will respond within 48 hours.
Speaking on the occasion, Sivakumar, Chief General Manager of the State Bank of India, said that an innovative and unique web-based customer grievance redressal mechanism would help customer get solution within 48 hours on their problem. ``Any customer having grievance with any of its over 1,000 branches in Andhra Pradesh will be merely required to send an SMS to 8008202020, saying `unhappy’. The local head office of SBI at Hyderabad will take the responsibility of getting the details from customer, resolving the problem and advise him on the outcome,’’ he said.
First of its kind, the State Bank of India (SBI) launched the service utilising the latest technology to accept customer grievance through mobile SMS.
Siva Kumar said that no bank or service organisation in India and probably anywhere in the world had given such an easy access to their customers to reach out to the bank management for their complaint resolution. ``We started the unique service to reach more customers to know the problems they face while utilising the SBI services,’’ he added.
He said that all `unhappy’ SMSes received on 8008202020 would be automatically uploaded to the speciallycreated web page in SBI Times registering the date and time of call, the sender’s mobile number and the message written.
The system will also automatically generate an index number for each SMS, which will be shared with the customer for all future reference.
“For handling such SMSes a special control room has been set up at its Hyderabad Local Head Office (LHO), which has been aptly named `Happy Room’. The executives in the Happy Room will call all SMS senders, take down their grievances and upload them on the web page for instantaneous information of the branch concerned,” Siva Kumar said.
M Sebastian, Ombudsman, Reserve Bank of India (RBI), Hyderabad said that all banks should offer web-based customer service when hundreds of customers are facing problems during banking transactions. He felt that the number of complaints to the Banking Ombudsman would come down significantly with the SBI launched this unique service introducing latest technology to solve the customer problems.
SBI general managers T Krishnaswamy, Rajeev Kumar and S Satyanarayana Rao, and staff members participated. Hyderabad, December 11 TO address grievances of its customers, the State Bank of India (SBI) has launched `Unhappy’ service today in Hyderabad.
If an SBI customer faces any transaction problem, he can forward his complaint in the form of an SMS, type `unhappy’ and send to 8008202020. The bank staff will respond within 48 hours.
Speaking on the occasion, Sivakumar, Chief General Manager of the State Bank of India, said that an innovative and unique web-based customer grievance redressal mechanism would help customer get solution within 48 hours on their problem. ``Any customer having grievance with any of its over 1,000 branches in Andhra Pradesh will be merely required to send an SMS to 8008202020, saying `unhappy’. The local head office of SBI at Hyderabad will take the responsibility of getting the details from customer, resolving the problem and advise him on the outcome,’’ he said.
First of its kind, the State Bank of India (SBI) launched the service utilising the latest technology to accept customer grievance through mobile SMS.
Siva Kumar said that no bank or service organisation in India and probably anywhere in the world had given such an easy access to their customers to reach out to the bank management for their complaint resolution. ``We started the unique service to reach more customers to know the problems they face while utilising the SBI services,’’ he added.
He said that all `unhappy’ SMSes received on 8008202020 would be automatically uploaded to the speciallycreated web page in SBI Times registering the date and time of call, the sender’s mobile number and the message written.
The system will also automatically generate an index number for each SMS, which will be shared with the customer for all future reference.
“For handling such SMSes a special control room has been set up at its Hyderabad Local Head Office (LHO), which has been aptly named `Happy Room’. The executives in the Happy Room will call all SMS senders, take down their grievances and upload them on the web page for instantaneous information of the branch concerned,” Siva Kumar said.
M Sebastian, Ombudsman, Reserve Bank of India (RBI), Hyderabad said that all banks should offer web-based customer service when hundreds of customers are facing problems during banking transactions. He felt that the number of complaints to the Banking Ombudsman would come down significantly with the SBI launched this unique service introducing latest technology to solve the customer problems.
SBI general managers T Krishnaswamy, Rajeev Kumar and S Satyanarayana Rao, and staff members participated.