Far Eastern International Bank customer service awarded BSI 'Service Excellence Mark'

        To continuously improve services and ensure consistency and standardization, Far Eastern International Bank introduced the "ISO 10002 Customer Complaint Quality Management System" in 2022 and has been certified by BSI (British Standards Institution) for three consecutive years; In 2024, the "Royal Mystery Shopper" international standard will be further introduced for verification. BSI will evaluate the performance level of Far Eastern International Bank's customer service center from a fair and objective third-party perspective, and obtain the BSI "Excellence in Service Mark", becoming the second bank in Taiwan to receive this mark. This demonstrates Far Eastern International Bank's relentless pursuit of excellent service quality and professional commitment, and whether implemented or managed, it meets international standards.

        Vice President Liu Longguang, who attended the certification ceremony on behalf of the team, stated that during the preparation process for implementing RMS international standard verification, customer service colleagues faced high standard requirements. The team continuously optimized management and improved and stabilized the overall service quality by strengthening cross departmental collaboration and utilizing real-time data analysis.

        Faced with the rapid development of digital technology, The Far Eastern International Bank customer service center has been upgraded to an advanced full channel multimedia customer service system, integrating multiple service channels such as telephone, intelligent, text, video, email, and internet phone. Combined with Big Data analysis, it assists frontline customer service personnel in quickly understanding customer needs and providing a warm and caring ME2 (Know me, Remember me) service experience. The "Intelligent Customer Service Xiaole" built in an efficient human-machine collaboration mode provides online real-time services year-round, and can currently solve over 90% of customer inquiries and transaction needs, reflecting the service strategy of "Bank Everywhere, Bank Anytime".

        Far Eastern International Bank Customer Service Center adheres to the service philosophy of "attentive hospitality, thoughtful service, and innovative processes", providing elderly customers with a simple voice operation process, supplemented by priority transfer service specialists, to ensure that elderly customers can receive financial services in real time, demonstrating respect for a diverse society.

        On the other hand, Far Eastern International Bank's customer service center is also actively embracing AI and plans to introduce big language model AI technology this year to enhance the understanding of intelligent customer service representatives and accelerate the resolution of customer needs. Far Eastern International Bank's footsteps in improving customer service will never stop, and in the future, it will continue to build a new benchmark of world-class excellent service.

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