Turning problems into opportunities

As part of the regular consumer research programmes carried out by Bacs and its member banks consumers were asked what they would like to see happen when organisations were faced with resolving Direct Debit problems.

Here are some of the suggestions and comments made.

Consumer feedback about customer care

• Speed up the process of responding to a problem
• Make more investment in an efficient/formal system for handling problems
• Staff could adopt a more helpful attitude
• Staff could be more willing to listen
• Organisations should avoid making the assumption the customer is at fault
• Organisations should be more proactive in resolving issues.

Best practice comment: Many larger organisations have call centre systems in place to monitor complaints and ensure that they are managed to a satisfactory conclusion. Where there could be room to improve this further is in the understanding of the Direct Debit Scheme rules when it comes to handling problems. There should be formal procedures in place to handle specific types of problems.

Consumer feedback about offering an apology

The value of an apology should not be underestimated, in fact customers expect it

• Refunds were sometimes reluctantly offered - organisations adopting a ‘they had to’ attitude - there needs to be a standard approach here about who is responsible
• Organisations should avoid passing the buck and accept responsibility.

Best practice comment: The issue of refunds is an area that is clear cut and you need to firmly advise your customer of the correct procedures as laid out in the Direct Debit Scheme rules. Ensure staff involved in this area of work fully understand the Direct Debit Scheme rules.

Consumer feedback about administration/use of systems

• Organisations need to ensure there are procedures/guidelines for investigating problems
• Specialist problem handling staff should be engaged
• Faster more efficient procedures should be put in place
• Compensation policies for bank charges should be introduced.

Best practice comment: This is clearly aimed at wanting a standard system in place to handle any problems. Most consumers accept that occasionally there will be mistakes. What they are looking for is a clear cut system to rectify the difficulty.

Staff training is vitally important in this process. Not only in ensuring that staff respond in a friendly and efficient manner, but also that they know exactly how to deal with an issue on Direct Debit in line with the rules. At the very least all customer contact staff should have access to The Originator's Guide and Rules to the Direct Debit Scheme.