banking business Archives - Shep Hyken | Customer Service Expert

My wife and I were on the phone with our bank. They take care of our checking accounts and credit cards for our entire family, and we were having a problem transferring money from one account to another. The frustration began with fifteen minutes of hold time. Once the customer service representative came on the call, Cindy briefly described the problem. The rep asked a number of security questions, which included her full name, address, where she was born, mother’s maiden name, social security number and driver’s license number. While more than the usual questions, I understand they are for our protection. That said, the entire interaction, including fifteen minutes spent on hold waiting for the rep, was now approaching twenty minutes and thus far nothing had been resolved. (more…)

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