How did the CEO’s mid-flight response change the complaint outcome?

Question

## DBS CEO Tan Su Shan’s direct intervention transformed a stalled technical grievance into an immediate priority, leading to a promised resolution after weeks of inaction.

Accepted Answer

The intervention by DBS Bank CEO Tan Su Shan directly shifted an unresolved three-week technical issue into a priority matter for the bank's technology team. By publicly acknowledging the complaint via LinkedIn while in transit, Tan bypassed the standard customer service channels that had previously failed to address the customer's inability to link his FIN to PayNow for a tax refund.

Reading history

Hide →

This history is cleared when the page is closed.

How did the CEO’s mid-flight response change the complaint outcome?

Loading

Was this article helpful?

Helpful

Not helpful

Report an issue

3

0

0

Share with friends