Like most of us I have a busy lifestyle and sometimes need to be able to sort out banking stuff on the move.
I received a flier through the post from my bank inviting me to set up a special password that would allow me easier access to my accounts without the need to remember the name of my first cat, my grandmothers maiden name, the colour of my first car, and the details of a payment that I made a week ago in a supermarket .
Great idea, or so it seemed at the time. So I filled in the form and returned it as directed. The flier said that I would get a call from an agent to set up my unique access. When that did not happen I noticed an email in my spam list inviting me to call them to set up the access.
They save the time, you make the effort! So, I pulled out all the history information that I knew that I would need to get past security laid it all out in front of me and made the call.
The IVR kicked in and I entered a string of numbers for sort code and account code, date of birth etc. etc. eventually I got through to an agent who calmly advised me that the section that I needed to talk to had closed for the day and that I should ring back! With that the phone went dead.
So much for good old fashioned customer service! Of course it was not the agents fault, she was only following orders: It was all about the design and management of work.
Will anyone notice, will anyone bother to listen to the tape and learn from their mistakes? I doubt it. The system works perfectly from a management view point.
The IVR routed me correctly through a series of checks to filter me and ensure that all the data that was needed to minimise the length of my call time was collected at my time and expense.
The average handling time would have been well within target. The problem from a customer point of view was that I did not get the service that I needed.
Does anyone care about creating value for the customer?
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