A distressed customer of a major British bank was heard this morning on the BBC Radio 4 ‘Today’ programme saying that his attempt yesterday to pay by debit card for goods in a shop was declined embarrassingly, and then his attempt to withdraw cash from an ATM was also declined.
Worried about the security of his account, he called the contact centre of the card provider. He had to wait in a telephone queue for a whole hour, no doubt becoming worried about what further delay might mean if his account was being raided. When he finally got through to the contact centre agent he was told that the bank was having ‘card processing problems’.
There is no need to add customer distress to an already serious service failure. Banks and other retailers should have pre-recorded outgoing telephone messaging that covers every foreseeable system failure. The contact centre manager can simply play the appropriate message to avoid endless telephone queues and added customer distress.
In cases like this, knowing that it was a bank system failure and not a breach of personal account security would save anxiety, reducing the need to phone the customer service centre. In turn this would reduce queues for customers who do have security issues.
Premier Business Audio is a creative house dedicated to improving the call experience and provides messaging and music to over 350 well-known National and Global Clients. As part of our managed service, we proactively suggest that contingency messaging should be produced and where there is an emergency need, we can produce new messaging in under an hour.
Find out more at www.premierba.co.uk/services/call-centre-audio/ or call Dan Simpson-Haas on 01256 897 627 to find out how Premier can make your company sound as good as it looks.