@Theja : Himanshu, one of our community enthusiasts spoke to me the other day and gave me some fantastic insights. Below are the notes
- Present state - customer service calls are often lead to cross selling of financial products.
A few instances (not so good ones)
- Bank 1 - the credit conversion into EMI, if no, with telecallers, the customer support hangs up
- Bank 2 - loan selling of Rs/- 15,000 and they convince to take it immediately.
- Bank 3 - himashu called the CX support phone call with a query, before solving the problem, the customer support was speaking about insurance policy about death and disability, they didn't solve the problem
- Bank 4 - they are always in a hurry, pleasantries are a formality
- Bank 5 - UPI had issues, they didn't inform to the customer, CX customer said 48 hours and after 48 hours they mentioned himanshu they don't money in his account (himanshu had money). UPI throws an error if registered with another upi address. Bank 5 didn't solve it and mentioned the error and they said, they cannot help him
Good conversations
- Bank 1 - first small talk (how are you, pleasantries), they enquire about customer about how they can help us. They ask the customer date and time and promptly call you at the same time
- Bank 2 - they explain of the credit card offers, they conclude by pleasantries
- Bank 3 - he called CX and he mentioned his communication address to be changed, while validating the communication adddress for 1-2 minutes, the customer support asked his ability to cope on Noida weather. This was unexpected but Himanshu was touched and is really happy.
Overall: customer service need to empathise with the customer and ensure the problem is solved. If the problem seemed to be complex, be honest and upfront about it to the customer.
I hope, I have justified the notes, Himanshu 😃
