Magazine : Archives : 4th Quarter 2005

Redefining Customer Service

You check the mail and find a statement for an account you never opened. Your bankcard doesn’t work at the ATM, and when you cancel the transaction, the machine refuses to spit out the plastic. As soon as you bring it up to a branch teller, you are directed to an 800-number that puts you on hold 20 minutes before you’re abruptly disconnected. If this sounds like a plot for a prime time comedy where the main character gets stuck in a major-league runaround, think again. There is nothing funny about this real-life scenario played out for financial institution customers...