University of sunderland and management development institute of singapore in tashkent

Introduction

Customer service at multinational company plays main role in globalization during business process. Many multinational banks exist in Indonesia. They had built during last decades. Bank system has developed. In daily life many clients visit banks in different purposes. Most them visit for doing banking accounts, savings, exchange foreign currency, credit card businesses and etc. It is well known that when there is much job in banking process, we can see same problems which come from clients who do complains when they do not satisfy on services of the bank. MCN (Multi – National Corporation) bank based on Singapore and it has branch in Indonesia too. Every day millions of services implement during job process. Escalation emails and letters from customers were frequently reaching to the top managements at the main office in Singapore. Their operations were being serviced from Indonesia. Many complain are received due to poor bank client services in Indonesia customer service area.