Yesterday, because a bank letter was unclear, I needed to contact my bank. 33 minutes later and 3 people later, I got my answer. 2 of these people were overseas. Not one knew who I was. A clearer letter would have made this call totally unnecessary. Could they write this basic data in the letter? No - idiots.
This week, also, we went into a different bank to close 2 accounts that managed to lose money! Then they wrote a letter to say they could not verify the bank details into which funds should be paid. Thankfully, they enclosed a first class stamped envelope. Whilst in the branch all details could have been verified. Again, idiots.
Why would my father-in-law turn in his grave? Because, years ago, banks were personal, you could ring your local branch and bank officials were respected. Now you are just a number in a call centre overseas. I suspect most bank staff have, maybe, a training in domestic studies or football. Most appear to know nothing about banking. Most seem stupid and incompetent.
Maybe I am just a grumpy old man, but is it really too much to ask for a decent, competent and personal service? Every bank, it seems, makes billions in profits. Maybe they should try harder at making customers feeling more valued. They could start with their staff.
Roger,
ReplyDeleteI was in my bank, and had a question or something, they said to me, "here, call this 800 number," and I said, "Why? I am in my bank, talking to a (what I assumed was a BANKER) why on earth would I call some call center in another city, when I AM STANDING IN YOUR BANK????"
Needless to say, I shortly close my account and found a much more reasonable banking institution.
DaveL
KF7JAF
I've moved to First Direct because, although it is mostly via Telephone, the customer service is excellent.
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