January 29, 2008
New book out! "Retail Banking Services in America: A Passion For Client Service Excellence"
Just kidding. At this level, Banks don't care. Great lobbyists, we must admit--and we'd even work for your retail arms if you greasers would just up your rates a bit like in the old days. We won't hold our breath. Anyway, on customer service for non-commercial accounts, if you continue to mix (a) the lowest-drawer employees with (b) millions of peasant checking-account customers and (c) treat them both badly (what other inference may we draw?), you'll always get (d) Retail Banking Client Service that hovers between (1) Drug-haze Mediocre and (2) Spectacularly Bad, i.e., hiring peasants to treat others as troublesome peasants (brilliant, in a way). See "Take it to the Bank: A Primer on Poor Client Service" at Law Consulting Blog.
Posted by Holden Oliver (Kitzbühel Desk) at January 29, 2008 08:26 PM
Amen! 'nuff said.
Posted by: Michael McBride at January 29, 2008 06:55 AM