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Tag Archives: banking

Newsletter #1042: The “Brilliant Customer Service” Issue

[Welcome back to the Damn, I Wish I’d Thought of That! newsletter. This is text of the great issue all of our email subscribers just received. Sign yourself up using the handy form on the right.] For as many customer service stories there are out there to make us cringe, there are just as many that make […]

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Help them before there is a problem

Here’s a great example of proactive customer service from my Capital One credit card. I called to ask a question about overseas fees, and they followed up with this email: Thank you for notifying us about your upcoming travel plans. If you need to contact us from outside the United States, place an operator assisted […]

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Out of date = lost customers

Sad story #1: Tried to buy insurance from a broker that I really like. It would have lead to a lot of other business for them. But some IT guy in their office who is stuck in 1998 set a limit on the size of email attachments they can receive. So I can’t return the […]

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I’d be embarrassed to work here

Check out this ad for a bank bragging about “90% customer satisfaction.” How is having 10% of your customers unhappy something to be proud of?

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Apologize before customers even know there’s a problem

Chase sent me an email apologizing for a website outage that I never noticed. Great move: I’ll trust them more. I’ll be more patient and forgiving next time it happens.

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