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Leadership

Hanging on the telephone

Like most of us I have a busy lifestyle and sometime need to be able to sort out banking stuff on the move.

Image by Ohmega1982 FrreDigitalPhotos.net

Image by Ohmega1982 FrreDigitalPhotos.net

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.Green tick

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?

So much for phone banking, now where is my cheque book!

We help individuals and teams to purposefully reflect upon their current challenges, and identify practical and pragmatic ways of getting balance back into the demands upon your life, and delivering positive results in life and work.puzzle-solved2.jpg

Our one to one support will help you to cut through to the nub of your personal, and organisational challenges and help you to facilitate a way forward that will give you: –

  • Clarity around the key business issues that you are facing and a clear plan to tackle them
  • New capabilities, and capacity to meet future challenges 
  • Greater personal job satisfaction
  • Strategies to deal more effectively with difficult people or situations in your working life
  • Interim capacity to help you deliver against your priorities
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About mushroomgrower

Leadership coach, systems thinker, interim manager, organisational development consultant, corporate director. Walker, motorcyclist, lifelong learner. Living in a very beautiful part of Lancashire with my wife and two fantastic young adults who keep me in tune with life.

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