(no subject)
Sep. 29th, 2004 11:29 pm![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
sereneorangeSince I am the person you call up to curse out when you call the bank, I got this call today:
A man calls in and is immediately asking for a "manager, NO..the vice president of the bank!". (uh.. as long as you are shooting high, why not ask for the pres?) Of course, I am supposed to see if there is something that I can do, before breaking down and getting him a manager.
He says a few snide things then lets me look at his account. While I am pulling it up I can tell by what he is saying that this is a deposit hold issue, but when I bring that up, he spazzes out and tells me it is not . He says the problem is that we took money out of the wrong account.
So I pull the account up. Guess what? Deposit hold issue.
The branch screwed up. Shocker. (sarcasm)
The man has 3 checking accounts.
In account #1, he deposited 32,000.
In account #2 he deposited 6,000.
The brilliant rep at the branch placed a hold on the account # 2 for both deposits
Then, the deposit loss prevention area looks at the 32k dep, sees no hold and places a memo hold on the account. And that is fine, even with the customer . No big deal. It is expected. However the erroneously placed 32k hold is making his account that had like 13k reflect a negative $25000. available balance.
Now, I know what needs to happen. I need to call the branch that placed the origional hold and let them know they need to remove it.
Why is it that I am the only person that knows this all day? Why did he speak to several reps on the phone and in the branch included 2 supervisors and a manger that was supposed to call him back and didn't. Shocker, this is the same manager that didn't call the customer back yesterday regarding us mailing out his information to someone else.
I place the customer on hold. Call the branch. I check back with him every few minutes to let him know I have not forgotten him, haven't abandoned him and am getting this fixed for him.
He hangs up. I am trying to note the account to not touch it when he calls back and speaks with someone else.- that I am taking care of it.
The system is failing .
I get the problem corrected, thank the manager, call the customer back. His voicemail is full. I look at the contact history and he has spoken to someone else who noted that he is on way to bank to close all accounts. I call the customer again. He is pissed. Apparently he spoke to two people after he hung up from me. The first person cussed him out, surely because this man is a dick, and hung up on him.
I explain that I have corrected it, aplologize for the poor service and inconvienence. He doesn't care. He is closing his accounts anyway. I called the branch manager to give her a heads up.
On one hand, I feel like saying good riddence. He really was a dick. I have had to deal with issues like this before and it would never have occured to me to cuss out a rep on the phone. On the other hand, who can blame him? Why was this not fixed right away? And what the hell is so damned hard about calling a customer back and saying, "I do not have your problem fixed, but I am working on it. I wanted to let you know I have not forgotten about you. "? sheesh.
A man calls in and is immediately asking for a "manager, NO..the vice president of the bank!". (uh.. as long as you are shooting high, why not ask for the pres?) Of course, I am supposed to see if there is something that I can do, before breaking down and getting him a manager.
He says a few snide things then lets me look at his account. While I am pulling it up I can tell by what he is saying that this is a deposit hold issue, but when I bring that up, he spazzes out and tells me it is not . He says the problem is that we took money out of the wrong account.
So I pull the account up. Guess what? Deposit hold issue.
The branch screwed up. Shocker. (sarcasm)
The man has 3 checking accounts.
In account #1, he deposited 32,000.
In account #2 he deposited 6,000.
The brilliant rep at the branch placed a hold on the account # 2 for both deposits
Then, the deposit loss prevention area looks at the 32k dep, sees no hold and places a memo hold on the account. And that is fine, even with the customer . No big deal. It is expected. However the erroneously placed 32k hold is making his account that had like 13k reflect a negative $25000. available balance.
Now, I know what needs to happen. I need to call the branch that placed the origional hold and let them know they need to remove it.
Why is it that I am the only person that knows this all day? Why did he speak to several reps on the phone and in the branch included 2 supervisors and a manger that was supposed to call him back and didn't. Shocker, this is the same manager that didn't call the customer back yesterday regarding us mailing out his information to someone else.
I place the customer on hold. Call the branch. I check back with him every few minutes to let him know I have not forgotten him, haven't abandoned him and am getting this fixed for him.
He hangs up. I am trying to note the account to not touch it when he calls back and speaks with someone else.- that I am taking care of it.
The system is failing .
I get the problem corrected, thank the manager, call the customer back. His voicemail is full. I look at the contact history and he has spoken to someone else who noted that he is on way to bank to close all accounts. I call the customer again. He is pissed. Apparently he spoke to two people after he hung up from me. The first person cussed him out, surely because this man is a dick, and hung up on him.
I explain that I have corrected it, aplologize for the poor service and inconvienence. He doesn't care. He is closing his accounts anyway. I called the branch manager to give her a heads up.
On one hand, I feel like saying good riddence. He really was a dick. I have had to deal with issues like this before and it would never have occured to me to cuss out a rep on the phone. On the other hand, who can blame him? Why was this not fixed right away? And what the hell is so damned hard about calling a customer back and saying, "I do not have your problem fixed, but I am working on it. I wanted to let you know I have not forgotten about you. "? sheesh.
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(no subject)
Date: 2004-09-30 03:13 am (UTC)(no subject)
Date: 2004-09-30 05:07 am (UTC)(no subject)
Date: 2004-09-30 05:10 am (UTC)(no subject)
Date: 2004-09-30 06:51 pm (UTC)But dude, why would he hang up on you when you kept checking in on him? That's by-the-book customer service (I know this because I had to read the freaking book).
(no subject)
Date: 2004-09-30 08:00 pm (UTC)The guy who called several people was being unreasonable, especially if he started swearing or threatening, or hung up when you were helping him.
It is so hard to deal with a customer who is obviously being a jerk, or trying to pull one over on you, I can see where other employees might take the easy way out and just ignore the guy.
(By the way, antigone_ks, the "ks" for Kansas by chance?)
(no subject)
Date: 2004-10-01 05:04 pm (UTC)And yes, it does :)
(no subject)
Date: 2004-09-30 09:28 pm (UTC)(no subject)
Date: 2004-09-30 09:46 pm (UTC)great job M.
*kisses*
(no subject)
Date: 2004-09-30 09:49 pm (UTC)