1. #1
    Unregistered

    Customer complained to me against the behaviour of one of the senior employees of the organization

    I head the branch of one of the private banks in the region. I was approached by one of the customers complaining to me that a certain senior official is not doing his job properly. He is busy spending his time on his phone. I was surprised to hear this because he is a very senior employee and is known for his sincerity at work. What action should be taken by me in this situation?

  2. #2
    bonomali Array
    Join Date
    Feb 2013
    Posts
    984

    Re: Customer complained to me against the behaviour of one of the senior employees of the organization

    Hello,

    You should form an enquery committee to investigate the matter. If the committee finds the
    senior official is guilty then he should be punished but if the committee no fault with the
    official then you have to do nothing against him. Banking is a service industry and its a thankless
    profession. But still your action will be good for your bank in the eyes of the customers.

    Bye,

  3. #3
    hggg Array
    Join Date
    Jun 2013
    Posts
    232

    Re: Customer complained to me against the behaviour of one of the senior employees of the organization

    As he is a senior employee you should not ask him directly.you should not take adirect action on him.As he is none for his sincerity.you should not blame him as you have listened the complaint from only a single person.As you don't know about the person who complained about the employee you should observe the employee and if he really waste his time in talking to mobile all the time then you have to ask him casually about the phone calls in the office.
    or if he really talkes all the time in the office then you order all your employees to switch off the mibiles in the office and arrange a landline mobile only for the bank purpose.and take the neccesary preparation for not misusing this land line.

    all the best

    thank you


    all the best

  4. #4
    Rituja Array
    Join Date
    Nov 2012
    Posts
    702

    Re: Customer complained to me against the behaviour of one of the senior employees of the organization

    Hello,

    Firstly, don't take any sort of decision in a hurry. Proper inquiry into the matter is very essential. Client satisfaction is very important, I can understand that, but in order to take any action against this senior employee, you need to have a proper look into the issue. You are well aware regarding the efficiency of this man, so this complain against him can be an exaggerated one! You can ask some other staffs to clarify the issue. But initially the clients problem should be entertained. So you, yourself take charge of it. Later on, on the basis of the over all accumulated facts take action accordingly. If it has been a mistake on the employee's side, warn him to refrain from doing such activity in future.

  5. #5
    satish Array
    Join Date
    May 2013
    Posts
    217

    Re: Customer complained to me against the behaviour of one of the senior employees of the organization

    hello,
    as you said he is your senior employrr then you know his behavior well and you which type of person he is and his background.you should be wise in this type of situations and should be very smart in taking this type of decision.
    find out is it really correct by doing something or the other so that you may come to your notice of his behavior.
    if you come to know it is true then you may suggest him that it is wrong so that he may find out his mistake and be a good one from the old one and start hos career in the new way.
    if he continues the same even efter your suggestions then its better to take him from that job and give that position to new one.
    thank you...........

  6. #6
    megh@ Array
    Join Date
    Jan 2013
    Posts
    43

    Re: Customer complained to me against the behaviour of one of the senior employees of the organization

    Dear Friend,
    According to me you should first investigate about it and then go for any official steps.

    If the employee is know for his sincerity then you should try to get to know the excat situation and the truth of the allegation.

    Only of the customers have complained not others.

    Every man have ups and downs, it may have happened that the day the certain customer have visited the senior employee may have certain issues and disturbed.

    Or you may just ask in a indirect way to the employee about it.

    If he is found to be guilty then you may take necessary steps against the employee.

    Thank You...

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