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Communication is Key in providing great customer service
Looking at a case in which providing great communication is good customer service.
A couple weeks ago my credit card account was evidently sold to Bank of America, which was unknown to me. Upon calling the old credit card company, the customer service Represenative (who was located overseas), informed me that my account was now with Bank of America. The customer service Represenative also informed me that there were multiple notices sent to my address with my new card and the account information.
This would have been good if I had ever done business with Bank of America. However, any communication received from them, was almost immediately thrown away, simply because in my eyes, the only information I’d receive from them would be some sort of solicitation. In an environment today that is constantly growing with junk mail from different companies, it is very hard to sometimes sift through the junk, to get to the useful information that is needed.
As a result of an error on my behalf, my online account options were no longer correct, which could have caused penalties or fees, along with time and headaches to fix the issue in a long run. Unlike many people, I understand that this issue was really my fault and am perfectly happy to admit that. The banking company did the necessary steps they had to by sending me notifications through the postal service. This is often the case in most situations similar to this, but a good lesson to take from this is as follows;
In many large businesses or corporations, the company will usually get by performing the minimum requirements, much like the example mentioned above. However it is great business practice, but more impotently, good customer service to go above and beyond with multiple lines of communication when there is a significant change affecting your client.