EFG Eurobank Ergasias S.A. Corporate Social ... - EuroCharity

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Stakeholders
Clients
The continuous improvement of client service quality is a strategic priority for our Group and a
determining factor of its incessant growth.
Committed to this priority, the Client Relations Division co-operates with the Bank’s personnel in order to
maintain and develop high quality services. This effort aims at enchancing a relationship of mutual trust
with the clients.
The Division reports to the Strategy & Finance General Manager of the Group and its role is to promote
and improve client service quality throughout the entire Organization, both in Greece and in its subsidiary
companies abroad.
The above are achieved through:
• The co-ordination and supervision of client complaint management, to ensure transparency
and reliability in accordance with best international practice.
• The accumulation and utilization of statistical data, with the aim of improving and upgrading,
the services and products offered.
• The Bank’s full compliance with Bank of Greece Governor’s Act 2501/2002.
• The constant communication and training of front-line personnel, on issues pertaining to the proper
treatment of client complaints.
• The implementation of client satisfaction surveys.
• The establishment of open, interactive and regular communication with internal and external clients.
Moreover, in order to increase client satisfaction and ensure quality, the Division assesses and processes:
i) customer complaints that are communicated by front-line executives upon the Division’s visits to the
Branch and Private Banking Unit Networks, and
ii) any problems that may arise from complaints analysis, in order to identify areas that require
improvement and increase client satisfaction.
The Division invests substantial amounts of time to investigate, formulate and select the appropriate
solutions for the prevention and removal of the causes of each problem that arises, always in cooperation
with the responsible divisions and subsidiaries of the Group.
The principal condition for a successful outcome is the harmonization of service quality levels, which is
achieved through the implementation of uniform, organization-wide procedures for the receipt and
management of client complaints. Moreover, the Client Relations Division is actively assisting the formation
of similar units in the countries of New Europe, always in accordance with the Group’s vision and
strategy and operating with the sense of responsibility.