Tuesday, January 14, 2014

Best and Worst, Part II

This evening, I've been struggling with Chase's bill pay center which is still pretty klugy. 
I decided to send them an email suggesting the simple possibility of being able to sort by Payee because most of us want to know the details of who we paid not, "oh, who did I pay that $74.36 check to?"

Shortly after submitting the email, I got a return email. Wow, that's service! Not so much. I logged BACK into my Chase account (for the umpteenth time tonight) where I found an awkwardly written form letter. Not only that, but there's no way in that 60 seconds you actually got my feedback and "documented" it in that amount of time.

I don't expect that they will personally respond to every query, but I'd love a friendly, readable, relatable email in return, not a choppy form letter. Perhaps tomorrow I'll hear from a human rather than a bot, although th
is letter was "signed." When I check a box that says "contact me" I don't mean send me a form letter. 

Thank you for taking time out of your busy schedule to 
contact us. I certainly understand your concern as you 
would like to be able to sort your payment by payee name 
as well as have a year end summary of your transactions. 
Allow me to submit your suggestions. 

First, I appreciate the time you have taken in expressing 
your concerns. At Chase, we hold our customer feedback 
very seriously. I have documented your suggestions and I 
will forward them to the Customer Feedback Center. Because
of comments such as yours, we gain more insight as to what
our customers want. This center is in place so that we can
share your experience. We use this feedback to determine 
ways that we can implement changes in order to improve the
customer experience.

Please let us know if there is any other way we can assist
you as we always strive to provide excellent customer 

Do you have a kudo or a criticism about communication from a company? Do tell.....

Best and worst of Customer Experience

Within the last 24 hours, I have had a great and a not so great digital customer experience. The great was a helpful email from AT&T. My iPhone4 met it's demise on a tile bathroom floor Thursday evening and Friday morning found me with a shiny new iPhone 5S.

A few days later (could have been sooner), I got a helpful email. It started with this "hey, we know you and thanks for your business" type of message which I appreciate.

Thanks for choosing us again. Let us help you discover what your phone can do.
The email continued with some helpful suggestions on where to go for more information. The only frustrating part was that I didn't remember my password and they use those absurd questions such as "your childhood best friend" - which I failed. I KNOW my childhood best friend but did I use her first name or first and last? It is case sensitive? Whatever the answer, I never did get it right and had to do a full password reset. Sigh.  

My contacts were transferred and my voicemail is set, but I appreciate that they wanted to get me started. Again, my only issue is that this was a almost 4 days after I bought the phone.

We hope you're enjoying your new phone. To make sure
you've got the basics covered—from setting up your
phone to managing your account—we've provided some
helpful tips below. If you have any questions, just visit
us online
First things first
If you haven't already, here's how to:
• Transfer contacts
• Set up voicemail
Get to know your phone
Explore your phone's features at the
Device How-To Center with:
• Video, interactive and step-by-step tutorials
• Troubleshooting tips

Get the How-To's

 (posting in 2 parts since Blogger seems to be having formatting issues)