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CRM in brief

Banks' handling of complaints considered poor

| 12 Dec 2002 10:19
In an annual survey conducted by Markinor on how financial establishments responded to customer complaints it has been found that one in six people have complained about their bank over the past year. The two main causes for complaints were errors and poor communication standards. 46% of the 1,600 respondents interviewed ranked the complaint handling process within their own bank as poor or fair.
    
 
Victoria
WACHOVIA BANK-
ALL I WANTED TO DO WAS OPEN A FREE CHECKING - A FREE CHECKING! THE REP THAT WAITED ON ME BID A FAINT HELLO, SIT DOWN AND IMMEDIATELY PICKED UP THE PHONE (MAKING SURE I NOTICED HER FLASHING ROCK, THIRD FINGER, LEFT HAND) AND IMMEDIATELY CALLED THE REP CENTER TO DO A BACKGROUND CHECK ON ME. AM I FINANCING THE CHRYSLER BUILDING HERE? IT'S JUST A CHECKING ACCOUNT FOR CRYING OUT LOUD! AFTER 45 MINUTES OF STILL BEING ON THE PHONE, I GOT UP AND STATED "THIS IS BULLSHIT! I COULD GO UP THE STREET AND GET A CHECKING ACCOUNT, NOT ONLY FOR FREE, BUT WITHIN 15 MINUTES. AND SO I DID EXACTLY JUST THAT, AND WALKED OUT WITH A FRIENDLY HAND-SHAKE, DISCOUNT COUPONS, A MUSIC CD AND A GIFT CARD. YOUR ROCKY REP SHOULD WORK FOR THE LOCAL MORGUE! SHE'S BEYOND FULL OF HERSELF, SHE'S FULL OF YOU KNOW WHAT!
Posted on 6 Jul 2003 13:32
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