Telephone service in Eight Languages Available at China Minsheng Bank

2008-8-4

Currently, Minsheng Bank, on the basis of service in English, provides the telephone operator service in English, French, Spanish, Russian, Japanese and Korean eight languages. It is one of the banks among domestic banks offering the most minority languages, which exhibits the opening stance of domestic banks participating in the international competition actively.

 This year, Minsheng Bank spares no effort to improve the customer service capacity, promote the star service system, enhance the complaint handling management, and employ third party survey company to appraise its services, and upgrade the customer service level from the perspective of customer needs. It carried out the rehearsal across the bank, implemented the test for employees in the customer service system, and held the “customer service skill contest for greeting the Olympics”, which have improved the service level and skills of customer service employees effectively. Currently, Minsheng Bank ranked first among peers in terms of key indicators, such as the telephone connection rate, complaint response rate and customer satisfaction. After acquiring the honor of first Best Customer Service Center in the Financial Sector held by the Financial News, it won the awards of “Best Customer Service Center in China 2008” and the “Best Customer Service Management Team in China 2008” conferred by China Information Industry Association and the Association of Trade in Services.

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