Hi there, RHU. You know the deal, long time lurker, first time poster and all that jazz. I have been commenting under the guise of Sadie the Cleaning Lady, but I have given up the cleaning game to go work for one of the Big Banks. Since I'm studying psychology, I suppose you can call me "Headcase."
About a month ago, I started working in the call centre for Big Bank and I can't believe how many stories I already have. Really, I wonder how some of my custies remember to breathe. In the interest of keeping things short, I'll just tell a few quick tales of some things that irk me.
1) For security reasons, we have an identification process that we need to follow. If you do not pass this process a suspension is placed on your phone & internet banking to prevent fraud and you need to go to a branch with ID. Please don't bitch me out when you don't know enough about YOUR bank accounts to be able to answer simple questions like whether your account is in joint names or what transactions you've made in the last week. How do you not know this? Also, if you come through already suspended and you ask why, my standard response is going to be "Someone has tried to gain information about your accounts and has not passed our identification process." I understand it's frustrating, but what do you think you're going to achieve by screaming at the messenger? Also, to those who come back with the oh-so-clever response of "Well that can't be right, I've never called!" Think about what I just told you. We've clearly just prevented you from losing all your money to a fraudster. You're welcome. You can stop yelling now.
2) Please have SOME kind of detail there for me to look up your accounts. I can understand that not everyone can remember their customer ID or even their account number, but can you please make sure you have at least a card before you pick up that phone? Yes, I can search your name and DOB, but it's not accurate, and it's time consuming. If you can't speak clearly or you have a long/unusual name we're both going to get frustrated as I ask you to repeat yourself 10 times.
3) When you've only been banking with us for 6 months and you only have our 2 most basic accounts and no home loans or anything, I'm not going to refund $25 in transaction fees because you couldn't be bothered paying attention to the type of account you opened when you opened it. Yes, a savings account will charge you for every withdrawal. You have a transaction account as well, make your payments from that.
4) Don't whine at me when your credit card gets declined for insufficient funds and you're already hundreds of dollars over your limit. The credit limit is there for a reason, that's how much the bank believes you can reasonably pay back to us. Yes, in good faith our system has allowed you to spend a bit more, but you've not even tried to pay any of that back, and you're doing it every month. If you want to be able to spend more on your card, go an apply for a limit increase. No, I'm not going to refund your over limit fees when they come through.
5) No, I am not going to hang up the phone and call you back. We are an INBOUND call centre. As soon as I hang up from your call, the next drops straight in. If it's too expensive to call from a mobile, try to find a land line to call us from. There are a few mobile carriers just charging a flat fee for 13 numbers now anyway.
6) We have a survey at the end of our calls. The numbering system goes from 0-10. If you think my service was excellent, please, PLEASE just leave a 9. All too often I get left a 1 because the customer didn't hit the 0 fast enough. It screws with my stats and those surveys are a massive part of my KPIs. Also, if the service is about mid range, leaving me a 6 counts as if it were terrible. Please be nice and just go a 7 or 8 if I was great but you're not a fan of the bank as a whole. If I spend an hour going out of my way to help you and fix all your problems and you leave a 3, I will try to kill you through the phone.
I'm sorry this has turned into somewhat of a novel. It's been great to be able to vent. Hopefully I'll be back with some more stories as I've been working retail/customer service for quite a few years.