When Self Service Doesn't Work - Raj Wadhwani - ContactCenterWorld.com Blog
Our bank is pretty good with online services for businesses but recently we uncovered some issues that we alerted staff to. We regularly travel and need foreign currency. On the last 2 occasions we ordered online for collection at a branch near to us. My CFO filled in the online forms which included her name, email and phone number and requested we are called once the currency arrived. No call. 3 weeks later she visited the branch and they eventually found the currency but on the system they use there was no reference to who ordered it hence they could not call us! How silly is this? They receive notification, get the money and don't know who its for! So much for self service, next time we will go in person and make sure they order it and know who it’s for!
Publish Date: March 29, 2012