Business Functions Involved In Complaints Management

Carlo Appetiti

Banca Impresa Società, 2019, issue 2, 259-268

Abstract: The article describes the Claims management’s process. Firstly the process in general and the background, secondly the handling in UniCredit SpA and UniCredit Group. The process in UniCredit SpA concerns written and verbal claims and involves central and territorial internal structures. The article analyses also the Compliance’s focal role and the positive impact of UniCredit’s complaint management approach on customer satisfaction.

Keywords: Complaints; Management; Process; Customer Experience; Regulatory Authority; Compliance; UniCredit. (search for similar items in EconPapers)
Date: 2019
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Persistent link: https://EconPapers.repec.org/RePEc:mul:jqmthn:doi:10.1435/94743:y:2019:i:2:p:259-268

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