Customer Service

What is customer service? "•Customer service is the provision of service to customers before, during and after a purchase". Listening to what your client wants, needs and desires. And, yes, the client can change his/her mind during the process. Why am I nattering about customer service? Well, I've received really unacceptable service from my current bank. Here's what happened - I wanted to get an American Visa, I decided to apply on line. What a joke after going through the process - once I pressed enter - it said my application wasn't accepted because I was too slow. So, I did again and again, same thing, so I did it again and again the same result. Off, I go to the bank and I'm told by that I need to be pre-approved, I say, great, how - OH! They tell me that I need to speak to a specialist and she will be with me in a few minutes. Fantastic, I'm getting somewhere - the young lady arrives and informs me that I need to be pre-approved. I say - let's do it. We go through the process and she tells me that I don't need to be pre-approved because I'm a long standing client. In my mind, I'm asking myself - wouldn't it make more sense to get my file, process the application and if pre-approval is required, then proceed to do so and advise the client.

The specialist tells me that I will be receiving my card in 7 to 10 working days and that I need to come back to the Bank to obtain it. Fine. A few days later, I receive a letter telling that my card is being processed and here's my new pin number. A few more days go by and I receive another letter that my card will be delivered to my branch in a few days and that someone will be calling me. I receive a call from a bank representative that I can go and pick up my card at the Bloor and Young Street Branch - I'm located in Ottawa - hum - I guess something went wrong. The card is shipped to my branch and I'm in possession of it in about 14 days. In the meantime, I've been to the US - did my shopping and returned.

When I picked up my card, I asked the teller if I could change my pin number - on the letter it says in paragraph 2 that I must go to my branch to change my pin number. The teller advises me that I can't change my pin, I ask why and he says he doesn't know, asks another teller she doesn't know and there's no one to tell us why. So I decided to call the 1-866 number, wait 30 minutes for someone to answer and then I find out that she doesn't know either. Would I like to wait a few minutes and speak to her supervisor - OK. Ten minutes later still no one answers. Did I get my info - no - did I get good customer service - no - will I recommend my branch to my clients - not a chance.

Let me tell you, when you call me - I answer my phone and if I don't have an answer to your question, I will find out and get back to you within a couple of hours. As your Real Estate Agent, my pledge to you is that you will get good CUSTOMER SERVICE from both myself and my team.

Visit: http://irenebilinski1.point2agent.com/TESTIMONIALS/page_2150814.html