Customer service, Westpac style
Dr Mumbo was delighted to read that Westpac boss Gail Kelly is investing in customer service. That’s when the bank’s not busy telling us that they’re factor 50 and turn-off-in-two-kilometres, of course.
He wonders whether this letter falls into that customer service category.
Dr Mumbo particularly loves the splendidly vague “someone will answer”.
Dr Mumbo’s correspondent tells him:
That was fantastic. In the mean time, they are twice the bank i can bank on.
Need some staff training in the use of mail merge – using your name would be at least better than “Valued Customer”
I think someone forgot to tell the Westpac staff that they are focussing on customer service? I ditched Westpac last year as I thought they were starting to lose the plot. I am now banking with Commonwealth. I’ve been constantly impressed with their in branch and telephone service, improved internet banking and basically complete overhaul compared to the old Commonwealth I banked with as a kid.
If the Commonwealth can pull themselves out of the gutter, there’s no excuse for Westpac to have ended up in the gutter in relation to customer service.
Westpac are clearly commitment phobic as evidenced by the set up and then neglect of the @Westpac_help Twitter account, http://twitter.com/Westpac_help
Maybe the same “someone” will tweet from it one day!
Thanks for this great letter and article – I’ve referenced it in http://www.thebankchannel.com/.....-tell.html. Sometimes, brands just suck at being brands. I wish every business just worked on their internal issues first, then took them to market.