THIS is Customer Service?!? Man with no arms penalized for having no thumbprint.
Posted by Hoyt Mann on Wed, Sep 02, 2009 @ 07:48 PM
I swear! Where are people's heads these days? Read this and tell me what you think is likely to happen in the future....if anything.
There have been endless discussions about how the recession is setting more businesses on the path to great customer service. I guess the branch of Bank of America in Florida didn't get that memo. In the case of Steve Valdez, double-amputee, the bank could not even be bothered to be empathetic or helpful about his lack of a thumbprint and come up with something less insulting than the offered solutions. The grand pooh bahs had to get in on the act.
If the person at the bank who helped Mr. Valdez didn't really know what to do, was any attempt made to ask anyone else at the bank or an effort made to find out via phone what else could be done? Some semblence of problem solving and training?
One thing that might help is to build a knowledge base online with all the rules and regulations on it, universally searchable, with training to use it for answers specific to the business at hand.
I have no idea what to do about someone who can stand in front of an armless man and make him feel like a second class citizen. Institute better hiring practices? It's not like there aren't a ton of people out there looking for a job. I'm sure a replacement for this person could be easily found whose approach would have been more "customer-centric".
Do you? What should the bank do to not only resolve this issue, but to make certain it won't happen again?
Thank you for reading our blog. Leave comments and don't forget to use the social bookmarking widgets to spread the news!