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Customer Service Stories : Villain...Canadian Bank With Less Than 'Royal' Attitude

Just recently, I noticed that one of our corporate credit cards had been used fraudulently. When I dialed the 1-800 help line for my bank, I was met with many recorded options to select from their answering service. I chose the option to "report an unrecognizable transaction on your statement". I was then placed into a queue for about 20 minutes.

When I eventually spoke to a customer service agent, I explained my concerns and the situation, and was told that they would look into it, close the account, and requested us to cut up the card because a new card would be issued (which we received within 4 days).

A few days after receiving the new card, I checked the account online just to make sure that the account had been closed. To my surprise - it wasn't. So I called the same 1-800 number, where I was placed in the queue again for 25 minutes.


When the agent answered, I explained the whole story and mentioned what the last customer service person told me - that the account would be closed. I wanted to clarify that, from what I had seen online, the account still seemed to be open, yet the card number was different. I went on to question that, although we had a new credit card with a different card number, the account with the fraudulent transactions had remained the same, and was this correct - did all account numbers remain the same?

Simple enough question don't you think? Well, apparently not. He then went on to list all of the credit card numbers and their respective account numbers (which I already knew) and then carried on talking about stuff that was totally irrelevant to my question.

When the agent finished his ramblings, he asked me, "So what's the problem then?" To which I replied, "OK I'll just repeat my original question then". After going through more information with him, and explaining my situation again, he said to me, "I keep having to tell you this because it's obvious that you don't listen!"

This outburst left me in shock, and my only reaction was to ask him just who he thought he was talking to? As if his first comment wasn't bad enough, he yelled: "Someone who obviously can't listen!" and then just hung up on me!

Shocked and frustrated, I called back and, of course, waited in another queue for an additional 30 minutes this time, and eventually asked to speak to a manager. I asked the exact same question (although we had a new credit card with a different card number, the account with the fraudulent transactions had remained the same, and was this correct - did all account numbers remain the same?).

He replied simply with a 'Yes'. That was all I wanted to know from the very beginning, and the manager answered it with no problems at all.

One of the other frustrations I have with this company is, although from the outset of your call you are told that calls are recorded for the callers and company's benefit, the manager confirmed that they don't always record all calls - so I couldn't even ask him to pull up my previous call and use it for "training purposes"! I'm also still waiting for that apology letter I was promised by the manager I spoke to!

Do you have a customer service story that you'd like to tell? We want to hear it - good or bad! Send all contributions (in WORD format) to Content@ContactCenterWorld.com and we'll publish them in our Heroes & Villains section!

Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Wednesday, July 9, 2003

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2024 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

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eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

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FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

6.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
 

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