Reflection - Journey Mapping

Challenge and Selection

The tool that I chose is Journey Mapping. This is to know and understand our clients and better serve their needs.

Our unit's challenge in our department relies on how to proactively do ways/techniques on how we can serve our clients whenever they file a complaint and/or lessen the complaint received. We have noticed that complaints came up whenever there is service that are not immediately met, for example, there is an unauthorized transaction that was posted on their account. When this thing happen, the client wants to know why this happen and when can this be resolved. A complaint usually rises up whenever the client is not informed about what is going on with his/her complaint especially when the final disposition was not provided within the given turn around time.

Application

To begin with, we trace the journey of the client's dispute from start to end. Client usually file their complaint thru our different channels and those channels will then endorse those request to the appropriate handling unit. The struggle relies on the handling unit since there were a lot of complaints going in, they are having a hard time to properly and easily address client's concern which resulted to another complaint. The client was not properly attended to and no feedback was provided to them during the complaint period, leaving them hanging or having no clue on what is happening on their case.

With this, we come up to an idea for making a complete customer journey from the channels up to the final stage where the final disposition was being given to the client. From there, we have identified certain fields in which we can insert our communication materials in order to us address client concern. In here, first is the application of an auto generated email reply which was sent to client to acknowledge their emails. This would help to address that their concern was properly attended to in the beginning. Second is the application of SMS notification whenever the complaint was already endorsed to the handling unit. In here, the client will be properly informed that his concern is already in process. Lastly, an SMS/Email notification whenever there is a final disposition on the concern. In here, the client would know the final status of his concern, which will also entails that the request is already done/closed.

Insight and Approach

From here, it is important to know what is our current problem that affects our customer and thru this, we can think of a solution that would best fit to address that problem. We have realized the value of continuous communication with our customers is the key. Understanding the overall customer journey would also help the team to properly understand our customers and address their needs.

With this, our team, is still open and in the continuous works on the other possible approach that we can do in order for us to meet the expectation of our customers so that we may continue our good relationship with them.


Reflection - Journey Mapping Challenge and Selection The tool that I chose is Journey Mapping . This is to know and understand our clients and better serve their needs . Our unit 's challenge in our department relies on how to proactively do ways / techniques on how we can serve our clients whenever they file a complaint and/or lessen the complaint received . We have noticed that complaints came up whenever there is service that are not immediately met , for example , there is an unauthorized transaction that was posted on their account . When this thing happen , the client wants to know why this happen and when can this be resolved . A complaint usually rises up whenever the client is not informed about what is going on with his / her complaint especially when the final disposition was not provided within the given turn around time . Application To begin with , we trace the journey of the client 's dispute from start to end . Client usually file their complaint thru our different channels and those channels will then endorse those request to the appropriate handling unit . The struggle relies on the handling unit since there were a lot of complaints going in , they are having a hard time to properly and easily address client 's concern which resulted to another complaint . The client was not properly attended to and no feedback was provided to them during the complaint period , leaving them hanging or having no clue on what is happening on their case . With this , we come up to an idea for making a complete customer journey from the channels up to the final stage where the final disposition was being given to the client . From there , we have identified certain fields in which we can insert our communication materials in order to us address client concern . In here , first is the application of an auto generated email reply which was sent to client to acknowledge their emails . This would help to address that their concern was properly attended to in the beginning . Second is the application of SMS notification whenever the complaint was already endorsed to the handling unit . In here , the client will be properly informed that his concern is already in process . Lastly , an SMS / Email notification whenever there is a final disposition on the concern . In here , the client would know the final status of his concern , which will also entails that the request is already done / closed . Insight and Approach From here , it is important to know what is our current problem that affects our customer and thru this , we can think of a solution that would best fit to address that problem . We have realized the value of continuous communication with our customers is the key . Understanding the overall customer journey would also help the team to properly understand our customers and address their needs . With this , our team , is still open and in the continuous works on the other possible approach that we can do in order for us to meet the expectation of our customers so that we may continue our good relationship with them .