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Brilliant Hed: Customer Service in Best Interest for Banks – WSJ

Whew. Knew there was some reason I pay good money for my Journal subscription. Or subscriptions. When I called to complain about getting two copies a day they took action. Today I got three.


Anyway, some secret shoppers from Sandler O’Neill & Partners came up with exciting finds, like a BoA sales rep making disparaging comments about JP Morgan Chase. Ok, is that news? First


reported on its secret shopping at BAI a couple of years ago – it found sales reps disparaging the bank they worked for and suggesting the customer go to the competition! Now that’s a little more interesting.




also found that few sales folks could explain all the different checking accounts a bank offered.


The Sandler O’Neill survey is about as exciting as the headline.

About Chris M Skinner

Chris Skinner is best known as an independent commentator on the financial markets through his blog, TheFinanser.com, as author of the bestselling book Digital Bank, and Chair of the European networking forum the Financial Services Club. He has been voted one of the most influential people in banking by The Financial Brand (as well as one of the best blogs), a FinTech Titan (Next Bank), one of the Fintech Leaders you need to follow (City AM, Deluxe and Jax Finance), as well as one of the Top 40 most influential people in financial technology by the Wall Street Journal’s Financial News. To learn more click here...

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