Your Call Should Be Important to Us
In his article "Your Call Should Be Important to Us, but It's Not," William C. Taylor writes for the Sunday New York Times about how silly it is that companies who could be learning so much directly from their customers use technology to attempt to deliver customer service without even listening.
Taylor talks about the efforts of New Jersey's Commerce Bank to buck this trend.
"Traditional banking is low cost, low service, low growth," said Dennis M. DiFlorio, president for retail banking and operations at Commerce. "It's like the electric company; everybody needs one and they're all terrible. We've built a brand on service, convenience and fun. Our call center is not a necessary evil. It's an integral part of the brand."Taylor goes on to discuss ING Direct, where chief customer service officer Jim Kelly says:
"If you eliminate service charges and hidden fees, you eliminate most of the problems and complaints. Then the only reason for people to call is to do business."
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