I had a call from a major major bank today.
They were trying to sell me something based on other banking I do with them.
As part of the lead in the sales guy asked me how I found their service so far. So I told him about an issue that was never rectified and that I’d like to be fixed.
He ignored it. Just plain ignored it.
Yet he kept talking about building a relationship with me and offering us a wide range of services. He kept using the phrase ‘from my perspective’ and he explained how big his bank was and how useful it would be to compare it to my other bank.
If he had said he would jump right on it, and if he had stopped trying to sell me something until he fixed the problems I mentioned, I probably would have been sold.
Can’t really get any more basic than that.
[Image credit: Tracy O.]
Thanks for sharing your example of the legendary incapacity of Australian banks to acknowledge their customers’ needs. I have three bank accounts, with different banks. I had to call one bank for some reason and mentioned that their online banking is much more cumbersome than that of the other two. The fellow I was speaking to began to dispute this. I told him he should pay attention to customer feedback and not be defensive. Sometimes the banks can be amazingly incompetent. Last year I applied for a credit card. The bank charged me very high fees for services I had deliberately refused, such as repayment insurance. I had to complain to get the fees reversed. Then I cancelled the card.
Thanks James – I’m sadly not surprised. it’s just incredible what they get away with.
Here’s another example – from a different bank – http://duncanbucknell.com/2010/03/18/customer-service/
You are a very intelligent individual