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In 2011, Time magazine did a comprehensive study on customer service satisfaction: it revealed that at least 1 in 2 people have a story to tell about their own personal customer service HELL. I have a new one but instead of leading me to hell it led me somewhere "colder."
Which of the following occurred when I recently called customer
service after I discovered debit card fraud? (Spoiler: it’s all of them!)
a. Choose
from among these six options.
b. Choose
from among these four sub-options.
c. Remain
on hold for 15 minutes.
d. Informed
that this office cannot help because they process only lost or stolen cards, not card fraud. Huh?
e. Redirected
to another office.
f. Repeat.
g. New
office can’t help either. Redirected
back to the original office.
h. Repeat.
i. Original office wants to know: who gave me this
number?
j. No words. Asked for supervisor. Similar "can't help" message. Told that only credit cards are processed through their service. Debit card can only be cancelled by bank. Bank closed. No emergency number. (Already knew that but still incredulous: not acceptable.) Respectfully asked the representative if HE would be ok with leaving HIS bank account vulnerable to a criminal with a bogus version of HIS debit card accessing ATMs in New York all weekend. New flash: Nope. He wouldn't. But he still couldn't help.
k. Cry out to the sky.
l. Phone random office numbers at bank branches like I’m playing Ding-Dong-Ditch.
m. Office closed, directed to voice mail.
n. Next. Repeat. Office closed, directed to voice mail.
o. Next. Repeat. Office closed, directed to voice mail.
p. ALL OFFICES ON EARTH ARE NOW CLOSED. HELP ME,
HELP ME, PLEASE.
q. Scotch.
r. Next. Repeat.
s. “Hello.”
t. Confused,
momentarily forget why and whom I called.
u. Person
revealed she is not officially at work but she will take care of the problem.
WHAT? YES! And that, my friends, is how I found the YETI of customer service! People: never give up. If you search hard enough, true customer service people really do exist.
5 comments:
Sorry, but I still have my doubts. :)
Regardless, I'm glad you finally found a person and a kind person at that.
Laughing with you.
By the letter t, I've usually given up.
They're on to us. We need new arguments for the next call.
Well done, Sir.��
Good gosh, a nightmare, indeed.
Not only the debit card issue, but that phone calling mess is the bane of my existence.
Glad you got it worked out, and a thousand eternal blessings on that worker that took the call.
I think, with all the control exercised on banking staff by upper management, getting a customer to cry is one of the few small pleasures they actually get to enjoy. A way to feel like they still, in some small way, have some power. I used to work in a bank so I'm speaking from experience.
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