Customer Service

Processes have infantilised our customer service team of workers

Sadly, Paul Rhodes’ heartbreaking stories of managing the frontline body of workers at monetary establishments are far from uncommon (Letters, May 15).

In principle, the so-called “customer support group of workers” in large organizations are trained handiest to cope with a list of wellknown questions from standard customers made traditionally, and the structures they use make it extraordinarily tough to method any inquiry that doesn’t meet those criteria.

Only a few clients have the right touch at the senior management stage, to which Mr. Rhodes refers, and even senior managers are limited through systems and guidelines that make it impossible to exercise the not unusual feel and judgment he craves. The time, fee, and irritation of handling financial institutions have, for this reason, vastly expanded.

Duane Simpson

Internet fan. Zombie aficionado. Infuriatingly humble problem solver. Alcohol enthusiast. Spent several months exporting UFOs in Jacksonville, FL. A real dynamo when it comes to exporting gravy in Tampa, FL. Spent 2001-2004 implementing saliva in Edison, NJ. Had moderate success getting my feet wet with junk food on Wall Street. Practiced in the art of building Virgin Mary figurines in Tampa, FL. Practiced in the art of marketing Roombas in Phoenix, AZ.

Related Articles

Back to top button