As the country digs its way out of the Great Recession, you’d think that businesses would be making great strides in their customer service endeavors. Most do, I’m sure. But on occasion we encounter a firm that could use a refresher in how to provide quality customer service.
I recently needed to call my bank to inquire about changing the signatures on a checking account. Normally, I’d meet at a branch with the other person to sign the signature card. Our schedules don’t mesh, however, so I needed to know what my options were. That’s when the “fun” began.
I called their customer service number two times in as many days. In each case I was on hold for at least 10 minutes. It would’ve been longer, but I hung up. Couldn’t take it any longer. (In fairness to the bank, I was told–by an automated voice–that “due to high call volume, you’re expected wait time is 15 minutes.”) Why the high call volume? This institution, like others in the financial world, routes calls to a central office. That may be good in theory, but it can have serious consequences. As in my recent instance.