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Just being average is good enough

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”.

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About Chris M Skinner

Chris M Skinner
Chris Skinner is best known as an independent commentator on the financial markets through his blog, the Finanser.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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