What do you do if you receive a bank fee for accidentally overdrawing your account? If you are like most people, you call the bank's 800 number and ask to have it refunded. Assuming this is a one-time occurrence, many banks and savings institutions will forgive this type of mistake and refund the fee. Case closed.
However, what about the minor annoyances that get under your skin, like frequent ATM fees or the delayed availability of funds from a check you've deposited? Most people will simply live with them. My suggestion is to get to know your local branch manager.
As the "business owner" of the local branch, they can often provide options to relieve your pain. And in the case of larger issues, like a lost or stolen debit card, they can help you maneuver through the various back office areas to get you a resolution. So, the next time you are around the local branch, take a few minutes to introduce yourself to the branch manager. In these turbulent financial times, you never know when you might need help.
We recently converted to a new bill pay service in online banking. In the past, this would have generated a large number of calls to our Call Center. However, one of the customer service features available now is online chat. This has proven to be a real benefit for customers who can get answers to "how do I...?" questions in real time as they are paying their bills. Now that the conversion is complete, we expect this will also benefit our new customers as they begin to use the service for the first time. Online customer service has certainly come a long way in just a few short years.
What makes someone such a loyal customer that they are willing to refer friends and family to that company? In this era of increased competition and higher consumer expectations, that is a question many of us are asking. So let me pose the question to you. What are some of the experiences you've had that made you a "raving fan" of a particular retailer, vendor or service company?