It’s part of my job duties to provide
customer with the best possible customer service held by Bank of America
standards. We are talking about the biggest bank of the United States, which
has over 300,000 employees and about 60 million customers worldwide. I work in
the credit card department where every day we have service customers with
inquiries and request about their credit cards. We want their business and
appreciated as well, therefore to make sure they continue being Bank of America
cardholders we must provide the best customer service we can, not only for the
customer but also because our incentives and job itself depends on it.
I've had my share of positives and
negative experiences while dealing with customer over the phone. As result I don’t
have an specific example of call that sticks out the most, but I do have
certain types of calls that can influence in a positive or negative experience for
the customer. A positive experience is giving to the customer just about every
time they call to get fee waived, even though I have a process to follow I always
take full control of those calls to make sure that customer realizes that I’m
removing the as courtesy and to make them feel special as well. On the other
hand there are other types of calls in which the customer are quite stubborn,
consequently it creates the conversation to become tense and most of the time
the customer will leave dissatisfied. I do my best to make sure that does not
happen but there’s a point in which anything I say won’t get through the customer
mind set. These types of uncomfortable calls are a product of the customer not
understanding how finance charges work when the account is not pay in full. Therefore
they become quite stressful for both the agent and customer and most of the
time the customers don’t understand it and drop the line unhappy.
Personally I have study in depth the different
types of customers that call into the bank, thus I have my own way of dealing
with each type, but I have to be honest it awhile before I got the grasp of
each of them. I have to deal with elderly, baby boomers, young adults,
teenagers (18-21), rude, stubborn, know it all (at least they think they do)
and the one’s that lied to get what they want. Many of us have hear that “the
customer is always right”, well in opinion that can only apply sometimes but I
do not see it as a norm. I have come up with my own way to provide quality
customer service; here are the steps I take:
1.
Acknowledge
the customer
2.
Understand
the issue or request
3.
Paraphrase
4.
Tell
the customer how I can fix and explain it
5.
Go
over the resolution provide
6.
Ask
the customer if there’s anything else I could assist them with
Those
simple steps have resulted in positives experiences to my customers, which are
reflected on the surveys they answer. For the last year I've manage to get to reach
the target or exceeded it according to Bank of America standards.
There are other techniques that can
be apply to provide top notch quality service, which results in exceeding the
customer expectations by going the extra mile. The techniques I use to exceed
the customer expectations are simple, I like to recognize future needs the
customer might have or how to prevent future inconveniences with their credit
cards. For example if customer calls to make a last minute payment I go ahead
and provide them not one but several other payment options to help them avoid
any late fees in the future. While on the other hand if I notice the customer
will be traveling, I go ahead and make them aware that it’s highly recommended
to set up a travel notification to prevent their credit card being decline
while they are taking their vacation. The customers are very thankful when they
noticed that we are taking care of them and needs. As result we are exceeding
their expectations but most important creating a deepen relationship between
the largest bank in the U.S. and a single customer.
That’s
my method of providing good customer service to my customers. What are some techniques
use by you guys while dealing with customer face to face?
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