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Customer Complaint Management Lacking at Banks
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Kelly22
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Kelly22,
User Rank: Author
12/16/2013 | 2:20:11 PM
re: Customer Complaint Management Lacking at Banks
You have a point there - banks probably allot more resources for customers who purchase advanced products and bring more business. However, it shouldn't take that much hassle to resolve issues with simple products. If I had to call my bank more than twice to fix a problem with my checking account, I'd be annoyed too.
Byurcan
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Byurcan,
User Rank: Author
12/16/2013 | 1:24:46 PM
re: Customer Complaint Management Lacking at Banks
That is true, a lot more people have free checking than say, a Roth IRA, and thus there is bound to be more complaints. At the same time, customers who only have these "basic" products also tend to be the least valuable to banks, maybe institutions just put more resources to tending to their customers that have more complicated financial products?
Becca L
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Becca L,
User Rank: Author
12/16/2013 | 6:41:38 AM
re: Customer Complaint Management Lacking at Banks
"The study also found that core banking products tend to frustrate customers the most." I wonder if that's just due to the frequency of use - as a hazard of high volume they are bound to attract more trouble and attention. Still, these are disappointing results that are in support of an earlier BS&T article on the slight uptick of customer satisfaction in the last year.


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