What drove a DBS CEO to reply mid-flight to a customer complaint?

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## DBS CEO's Mid-Flight Response Driven by Accessibility and Proactive Customer Service Approach

Accepted Answer

DBS Bank CEO Tan Su Shan responded to a customer complaint on LinkedIn while in transit due to her established reputation for accessibility and a hands-on approach to customer issues. The intervention occurred after Neelkamal Semwal publicly detailed his unresolved technical difficulties with the bank, which prevented him from receiving a tax refund. Following Tan's direct engagement, the customer reported that DBS contacted him and the issue was being addressed.

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What drove a DBS CEO to reply mid-flight to a customer complaint?

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