Chris Skinner's blog Shaping the future of finance
We had a huge bust-up last night, when my banking colleague and I were discussing customer service.
Over dinner we were all recounting stories of good and bad customer services, and boy did we have a few humdingers.
The change of address where the telecoms firm didn’t do the switchover on the day you requested, so you ring up and they say that they got the dates mixed up but it will be fine … in a week or two.
The utilities firm that you called to explain that the person living at the household was a relative who is now deceased. “Oh no”, comes the reply, “we can only deal with the account holder!”
The retailer who delivers on the wrong day, so you call them up and they say that you ordered it through their internet service, and dispatch received the wrong date because the date was called through from the store.
And the bank who you call and ask to change a payments mandate, and they change the wrong mandate.
Then the banker in our group piped up, and said, “that’s because we only want to be good enough to be average”.
