Financial and
ESG report 2020

Customer service optimization

In order to improve the customer service in the quite special, marked by coronavirus, 2020, the procedures and working standards compliant with the sanitary requirements, including recommendations of the Chief Sanitary Inspectorate (GIS) and the Minister of Health, were implemented.

The service models in outlets and via remote channels were systematically and consistently adjusted to the recent developments. The changes concerned all the business areas and all communication channels to provide the clients with comfortable experience while also enabling self-service in transactional devices and remote channels as well as employee support.  

Among other things, the “Close the loop” procedure was introduced, i.e. contacting the dissatisfied clients to find the best solution. Also, the level of compliance with the standards was regularly monitored and solutions were worked out to enhance it. 

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