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Tag Archives: bank
Are banks really fair to customers?
Banks get a hard time from many consumers, yet they are a facility we all need for saving money and paying bills. Some people do manage to operate with cash alone, but it is not very easy and consumers using … Continue reading
Posted in Current Affairs, Customer Service
Tagged accenture, bank, banking, charge, current account, customer service, fee, northern rock, overdraft, penalty, retail, richard branson, virgin, virgin money
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Compensation Culture
Banks in the UK are facing new proposals from the Financial Services Authority (FSA) that will force them to prominently display the compensation limits available in case of their collapse. These new proposals have been proposed because even an expensive … Continue reading
Posted in Current Affairs, Customer Service
Tagged anglo irish, bank, collapse, crash, customer, deposit, depression, fsa, guarantee, information, ing, northern rock, recession
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Phishing for clues
It’s good news to see that the police in central London have arrested two men over a £1m phishing scam involving students with loans from the government. If you are not familiar with the term phishing, it refers to the … Continue reading
Posted in Current Affairs, Customer Service, Technology
Tagged bank, crime, criminal, customer service, fraud, frudster, nus, pharming, phishing, pin, police, scam, student
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Banks go social for customer feedback
In his last blog, Alistair mentioned how the sale of Northern Rock to Virgin Money is likely to shake up the British High Street by bringing the Virgin attitude to customer service to the retail-banking sector in a much bigger … Continue reading
Virgin Money to shake up the British High Street
What interesting news that Virgin Money is buying up Northern Rock. Not only is Virgin saying that there will be no redundancies (at least for 3 years), they are also promising to open more branches and to expand. It is … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service
Tagged bailout, bank, consumer, customer service, customer services, government, high street, hsbc, midland, northern rock, virgin, virgin money
1 Comment
Empathy is the greatest asset
When people complain that they hate contact centres, it is usually a lack of empathy that they are complaining about. If I think about the times that I have had to call on the customer service function of a company, … Continue reading
Posted in Contact Centres, Customer Service
Tagged bank, contact center, contact centre, customer, customer service, department store, empathy, hate, insurance, loyalty, retail, script, service, understanding
2 Comments
What about the digital divide for customers?
Julia’s blog about our event on October 20th – is social media reinventing customer care – got me thinking about the idea once again. I’m something of a latecomer to the entire world of online networking, but have become quite … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Social Media, Technology
Tagged bank, brand, call, care, cell, customer, digital divide, help, ivr, julia gibss, mobile, pay as you go, payg, phone, social media, social networking, telco, twitter
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Social customer service
Many firms have started working with the various online social networks, in a bid to interact directly with customers and particularly to engage with dissatisfied customers. We have all seen the firestorms that can be created on a network like … Continue reading
Posted in Current Affairs, Customer Service, Social Media
Tagged bank, c2c, connect, customer service, direct debit, facebook, phone, social media, twitter, website
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Social media and the shops
Twitter has become the tool of choice for many professionals to air grievances about the service they receive from retailers, utilities, banks, and telecoms firms. Consumers using Twitter – and similar social tools – are vocal in their use of … Continue reading
Posted in Contact Centres, Customer Service, Social Media
Tagged bank, brand advocate, call, complaint, contact center, contact centre, facebook, restaurant, retail, social media, telecom, tweet, twitter
1 Comment
