Sounds pretty extreme, right?
I just don’t know what companies are thinking these days.
How Chase Bank Has Forgotten About the Customer
I had a call into Chase about an issue with my credit card the other night and couldn’t believe what I heard. My discussion with a customer service representative was not going where I wanted it to, so I asked to talk to a supervisor. I was told that there was no supervisor to talk to, but if I wanted to, I could just give her my number and she’d have someone call me back. I found this to be quite interesting (no supervisor? come on!) and tried to reason with the rep to have someone with any authority get on the phone, but got the same thing . . . nothing.
From there, I went on to tell her that I was a loyal customer for around 13 years and was just not happy with the service I was getting. Want to hear the response?
“If you’re not happy, then I’ll close your account for you right now”
“I just told you I was a loyal customer for 13 years and you’re telling me to close my account if I’m not happy?”
“Yes, sir. Do you want me to close it?”
(I took notes, because I was so surprised by this response)
I don’t know about you, but I don’t think companies are in business to chase away their customers, do you? Somewhat stunned, I got off the phone and waited for morning to call back and talk to a supervisor. When I got on the phone with a supervisor (after telling the customer service rep I was calling about bad service), it happened again! I explained that I was not happy with the service I recevied and was almost instantly told that if I wasn’t happy then she would close my account . . . she almost begged me to do so.
In a daze, I laughed and asked if this was a big joke. It was not. Not only was it surprising in content, but in tone as well; she was simply nasty to me. I was told that the company now had a policy which requires customer service and their supervisors to close someone’s account if they don’t like the service they are getting.
Apparently, Chase has established a policy where they send away people who aren’t happy with their service. There is no attempt to rectify the situation. They just want you, the problem, to get lost.
Why waste their time keeping someone happy? There are plenty of other customers to rip off on both ends of banking (low savings interest rates and high borrowing interest rates).
With this situation in mind, I’m asking you to boycott Chase. It is the customer that comes first, and if they are too lazy to give good service, then they don’t deserve to have any customers, plain and simple.
What Can We Learn From This Situation?
Customer service is Paramount! If you treat your customers like crap, there will be a backlash against you, especially in the days of the internet. If you treat them well, they will tell their friends and you will only see positive results! With so much choice (except when it comes to cable TV & telephone providers), we, the consumer, have the power to not only choose another, better, option, but also to tell the rest of the world of our experiences.