6 months Ago
Apology to Discrimination Mediates the Effect
Its apology came after survey last year found heavy criticism among ING customers. Some examples include:
1. Muslims questioned over sending money for family every year during Ramadan
2. Churches that have to account for every small donation handed to them by a parishioner
3. Physicians who receive payments from outside the country would have to differentiate between patients sources of payments
These were not "nonsense questions," ING Netherlands CEO Peter Jacobs conceded, but he freely admitted the questions were badly handled. "We get why people feel discriminated against," he said. The problem at the bank, Jacobs said, is also a result of cultural obliviousness.
Reforms that were Promised and Cultural Development
As a result, ING has promised to:
1. And reduce unnecessary prompts to questions for the information already there
2. Enhance communication process, do away with inhuman and distrustful terms
3. To sensitise customer service staff to cultural and religious practices.
A special squad will be created to increase awareness of religious practices, such as Ramadan, and to help employees understand the cultural use of certain financial services. "If you forget when Ramadan is, you forget why there's a surge in remittances at that time," Jacobs said.
According to ING, customers can look forward to ING examining its processes as well as how it communicates in the next few months so that they receive a more respectful and inclusive service.
