standar layanan CS BNI - Handling Complain Reset PIN

Introduction

This tutorial provides a step-by-step guide on how to handle complaints regarding resetting a PIN for bank services at BNI. It is designed for customer service representatives and aims to improve your ability to assist customers effectively.

Step 1: Understand the Customer's Issue

• Listen carefully to the customer's complaint.
• Ask clarifying questions to gather details about the problem.
• Confirm if the customer is requesting a PIN reset or if there is another issue.

Step 2: Verify Customer Identity

• Request the customer's identification information to ensure security. This may include:
  • Full name
  • Account number
  • Any registered phone number or email
• Ensure that the information matches the records in the system.

Step 3: Explain the PIN Reset Process

• Inform the customer about the steps involved in resetting their PIN:
  1. Initiate the Reset: Explain how the customer can initiate the reset, either through an app or by visiting a branch.
  2. Temporary PIN: Mention that they may receive a temporary PIN via SMS or email.
  3. Create a New PIN: Guide them through creating a new PIN, ensuring it meets security requirements (typically 4-6 digits).

Step 4: Assist with Technical Steps

• If the customer is using an app or online banking:
  • Direct them to the correct section of the app or website for resetting the PIN.
  • Provide step-by-step instructions on navigating the interface.
• If the customer prefers a branch visit:
  • Advise them on required documents to bring along, such as identification and account details.

Step 5: Confirm Completion

• After the process, ask the customer if they successfully reset their PIN.
• If they encounter issues, troubleshoot by:
  • Checking for any error messages.
  • Offering to escalate the issue to a supervisor or technical support if necessary.

Common Pitfalls to Avoid

• Do not share sensitive information without proper verification.
• Avoid making assumptions about the customer's issue; always ask for details.
• Ensure all communication is clear and jargon-free.

Conclusion

Handling complaints regarding PIN resets requires active listening, verification of identity, and clear communication of the process. By following these steps, you can provide effective support to customers experiencing issues with their PIN. If you encounter complex problems, don't hesitate to escalate them to the appropriate channels for resolution.