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Case study - bank - customer service

This page by Derek Stockley provides the detail for the issues raised in Dealing with Customer Complaints. The article provides many pointers on complaint handling and good customer service.

A customer concern is raised

Briefly put, my bank decided to stop a special arrangement I had made with a previous bank manager. It allowed me to undertake a certain transaction expeditiously. The arrangement was different to normal policy, and because the bank lacked a system to record such arrangements, the staff member refused to honour my arrangement.

When the teller refused to process my transaction, I asked to speak to the branch manager. The teller chose to speak to a supervisor. The supervisor also said no, it was against bank policy. This was despite my assurances that I had an arrangement in place.

Consequently, I asked for the branch manager’s name and email address. This was not a simple transaction, but eventually I was given the information.

Sometimes it takes a real effort to complain

This was how the matter unfolded:

• I sent an email to the branch manager explaining the problem, requesting re-confirmation of the previous arrangement and a method of recording the decision. The email also requested the name and email address of a higher level manager should the branch manager choose to refuse my request.
  
  
• To my surprise, a relieving branch manager responded, as the branch manager was on holidays. I had sent my email request on the next business day. Why wasn't I told?
  
  
• His response did not address my concerns and again stated bank policy. I responded stating so and requesting the name and email address of a senior manager responsible for customer service.
  
  
• He responded with the 1800 number for the "Customer Relations" area and a website address to lodge a complaint. (These systems are for initial contact - I had already done that).
  
  
• My reply indicated my unhappiness. I again requested the name and/or email address of a person in authority in customer service - I wanted to pass on my experience in the hope they would learn something.
  
  
• He rang me, but as I was in a meeting, he left a message with a telephone number at the branch. I rang and the call centre answered. After listening to the standard blah blah, I was told that they couldn't put me through as it was outside 'business hours'. (9.30am - 4.00 pm).
  
  
• I was angry at this stage as I had rung at 4.55 pm.
  
  
• I again requested the contact details of someone who would be interested in my feedback. He rang me back, we had an extensive discussion, but was he was unable to change the bank's position. He gave me the name of an area manager.
  
  
• When the area manager and I spoke, we had a good discussion. He still wasn't willing to override the local manager’s authority, but he believed I should be able to mount a good case. He was interested in the inability to call back a bank manager directly and the call centre 'business hours' approach. He advised that the bank NOW had a recording system (the lack of which caused the problem in the first place) and a note could be put on the file for my unusual transaction.
  
  
• The branch manager returned from holidays. I rang, got the call centre again, they couldn't get through to the branch (Friday afternoon) so they sent a message. The branch manager rang back on Monday, missed me, left a number and when I rang back, the call went straight to the branch (hooray!)
  
  
• It took two minutes for us to discuss the issue and for her to reinstate my arrangement.
  
  
• To complete the transaction, I went to another branch. I stated that I had a special arrangement, the teller looked it up, found the details and successfully processed my transaction.
  
  

Read the full article at Dealing with Customer Complaints.

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Derek Stockley conducts a variety of public training courses in Melbourne, Victoria, Australia.

This article was last modified on 30 March 2006.