Bad Customer Service – Story A Lot Of Us Heard

A couple of weeks ago there was the reporting of a story where a Bank of America (BofA) customer had a horrible experience at his bank.  There are probably many horror stories floating around about poor service, but this one really took the cake.  In short, a customer at Bank of America needed to conduct a transaction at a branch.  BofA’s policy calls for certain actions with that type of transaction.  In this particular case in point, the transaction requires for the customer to submit a thumb print.  The horror story was when the customer informed the BofA employee and others in the branch that he did not have a thumb print.  (Okay horror may be too strong, but I used it for the dramatic effect).  Sounds strange but the man had no hands and used prosthetic devises.  The employees showed no outward thinking of their own and did not complete the transaction.  They could not get the thumb print required for the transaction’s completion.

Now, many of you have probably heard of this incident.  It was all over the news and Web.  I imagine it had the folks at BofA Corporate spinning plates and doing a dance to wrangle out of that one.  However, I wanted to point out a Credit Union Blog that addressed this issue with their peers and following.  I have a link to this post inserted here.  I am hoping that some of you would read it.  It is worth the three to five minutes that you will spend.

The lessons learned about customer service are invaluable to anyone who is in a service industry.  Heck, if you’re just a human being you will be the wiser for reading this other blog entry.

I hope you enjoy your reading and that you gain a great experience from this information.  I also hope you tell a few others about my blog so they can read this information for themselves.

 

- Phillip