It’s not uncommon for banks and financial institutions to catch flak for poor customer service, but that is still no excuse not to seek an improvement. The country’s largest bank – Bank of America – has seemingly taken its own poor customer service ratings to heart, and may consider changes to its culture to address these shortcomings.
Reuters reported that it obtained a letter from BoA CEO Brian Moynihan to his 270,000 employees, instructing them that they need to start focusing on improving the customer experience at every level.
A number of the company’s new policies and strategies have played a role in its poor customer perception, including a controversial $5 monthly debit card fee that was abandoned after public outcry. However, Moynihan’s letter seems to suggest that he believes even a simple change in company culture could result in a better customer service experience.
Sometimes, that’s easier said than done. For established companies with a long-established way of doing business ingrained in the company culture, it may make more sense to outsource some customer service tasks to an answering service that can offer the courteous support organizations need to improve reputation.
Bank of America held a company-wide event yesterday that was meant to signify its new customer service direction. While sagging profits may have spurred this decision, going forward, the company – and any others that wish to re-prioritize customer service – will need to keep their clients at the forefront of their minds when making any critical decisions.
Ultimately, call center answering services can help businesses in transition find their footing while still ensuring that customers get the support they need.