Let’s be honest, we have all experienced varying degrees of “service” – from the rare “extraordinary” to “average” to the unfortunately common “not so stellar”.
And then there are the bad experiences we can recall as if it happened yesterday. It is the same in across every service industry, but perhaps even more so with our financial institutions.
Here are some of my favorite one-liners said by customer service reps from banks to friends and colleagues who have been unfortunate victims of bad customer experiences, as gleaned from my own polling:
“Do you remember who you were speaking with?”
“I’m afraid I can’t see that in my system. You have called the contact center and if you initiated that request in the branch, I have no visibility into that”
“Perhaps the paperwork got lost in interoffice mail – why don’t I start a new request”
“Can I ask you to provide your address for me again? I know you just provided that information but I need to capture it again in this other system”
These are all moments of truth between you and your customer.
They are also prime – and sad – examples of what happens when contact centers are still using dated and antiquated systems. Your customer has contacted you, in all likelihood, because they couldn’t get an answer online or from your mobile app. It too often is one of the biggest frustrations not only for them, but the agent as well. This interaction impacts not only the engagement between the two parties, but the bank’s reputation and bottom line. According to a Gallup survey, each customer who is fully engaged generates $402 in additional revenue ANNUALLY to their primary bank vs. customers who are actively disengaged.
And banks know there is a problem. In a recent survey by Pega/Forrester, 36% of respondents thought their organization was “poor” at delivering consistent customer service across multiple channels. How can financial services stop bad customer service experiences from happening? Learn how another financial institution solved their customer service problems by checking out this customer story.