Fobbed off
Graham Hardy
Providing customer-led support to any business that cares about its customers
I’ve got a bit of an issue with my bank which I’ve been with since I was 14-years-old. I wrote over a month ago as this was the only channel they would accept for the nature of the contact, how quaint. After 2 weeks, with no response, let alone acknowledgement, I wrote again.
After a month had passed, I chased, four times now, but apparently my enquiry is with the back-office team. I imagine a Dickensian scene with rows and rows of typewriters in a poorly lit room with no windows. I urged a response and was told I could raise a complaint, so I did.
Karen phoned from the complaints team and what she could do for me was credit my account with ￡50. I explained that I’d love to talk compensation later, although with 55 years loyalty stacked up, I didn’t come cheap. I suggested to Karen that what she could actually do for me was investigate and resolve my complaint. She explained in was the back-office team (them again!), but I told her I knew that much already. She’s going to get back to me.
What we have here is my bank fobbing me off and not listening. They aren’t investigating, taking ownership or looking to resolve potential issues in their operation.
Are you fobbing off your customers or genuinely listening, to resolve customers’ issues and ensuring the problem doesn’t reoccur for more customers? Giving compensation is very easy, too easy for some wealthy organisations, but it comes directly off your bottom line!
I consult very selectively, sharing my knowledge and experience, only when approached, with companies who I believe genuinely care about engaging with their customers and treating them well.
Graham Hardy Consulting
Mobile: +44 (0) 785 012 3315
Email:?[email protected]
Website:?https://grahamhardyconsulting.co.uk
Owner at RJS Consulting Services Ltd
8 个月Seems to be the way of the world nowadays. Apologise, pay some meagre compensation and promise to look into it - and nothing ever changes!
Retired
8 个月I can relate. I was with the same bank from school. Sometime in the 90s my cards were stolen. The bank refused to deal with me because they said my signature didn’t match the one on a faded photocopy from the early 70s. It took a week to get access to my account. I changed banks.