Customer (Service) is King
March 25, 2008
How would you describe your bank?
Archaic? Assumptive? Arrogant, even? All of the above, and more? Well - not my bank!
Today, I had to make two calls. Expecting each to be a long, grueling process, I lay out all of my information in front of me and found myself a comfy blanket.
The first call. I dialed, navigated the voice-guided directory, and waited. To my surprise, I was greeted by a gentleman after only a few seconds. He was warm, and knew exactly what I was looking for. The call lasted two minutes. I smiled as I put down the receiver.
The second call. I dialed, found my way, and waited again. Once again, I was answered promptly by a friendly voice. Once again, I was in and out under two minutes with everything I needed.
In four minutes, my bank earned my loyalty, secured my business, and enlisted a free advocate. (Props to Carter and the other gentleman who helped me out!)
What companies do you know that could learn some customer service finesse? I’ve got one:
Impark.
Posted in Advice, Customer Service, Personal
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March 27th, 2008 at 10:44 pm
awww,,,, dude…. don’t leave me hanging. Tell me it was my bank (citizens bank of canada) that pulled this off for you. Seriously, as someone who works in a bank it’s always a relief to hear someone not hate us. So on behalf of all bankers, everywhere, thanks to whoever was at the other end of that phone!
April 4th, 2008 at 6:05 am
ha, funny, as soon as i read the first sentence, i thought of you, nancy!
by far the best customer service i’ve received in a long time was from the city of vancouver’s parking people, for the cell phone parking system we have for the meters. i was extremely frustrated and the CSR was, in turn, extremely patient, understanding and friendly.
April 5th, 2008 at 12:35 pm
*cringe* Ooh, I’ve left the internet for far too long!
Nancy: Some of you folks are fantastic. Others … not so bad, but left me a raised brow. I gave my bank (which I can’t really disclose - sorry! - but it’s not Citizens Bank) another call. I was once again helped promptly, but not so courteously. I swear the guy was laughing at me the whole way through. Maybe he’s not used to someone being friendly on the customer side. Who knows!
Isabella: … serious? I have never been able to get that thing to work. Ever, ever, ever. At least they have fantastic staff backing the system up (as opposed to SOME other parking companies who take a month to get back to me and spend the entire length of the correspondence telling me I’m an idiot and that I’m wrong.)