FEEDBACK AND COMPLIANTS HANDLING IN BANKING SECTOR

Abstract

Taking into account that we are living in modern times, where the dynamics of business development are growing, the market economy and competitiveness are always exceptional to banking institutions and to business in general. Customer service is a very significant factor to doing business, also approach to customer and their treatment, customer voice and value, nowadays have a great of weight to all business, especially the banking institutions. Starting from the core principle that 'products and prices are vulnerable to counter fitting over a night', nevertheless the service is what characterizes all individual business. The need to design a strategy on quality of services has prompted us to dedicate this paper to the relevance of customer feedback and complaints handling. Banking operations in Kosovo have always pursued banking sector trends applied by developed countries, such as a professional and quality service provision. In this paper we have addressed the approach/behavior towards customers, establishing of mechanisms and designing of a customer service strategy. Thus, by their willingness to listen the customer voice, banks will be given the opportunity of improvement and business development.