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One Word: Frank. Frank from Citi Bank (Citi Cards to be exact). His employee ID # is FA49249.
I saw a credit card bill that was due TODAY. I was freakin’ out so I went online and try to do it over the web. It says it won’t post my account till tomorrow, which means $40 late fee and the rates jumping up to.. only god knows what. So I decided to take the human approach and call.
As soon Frank the customer support representative picks up, he’s already calm and willing to serve. Not only did he tell me that he can (as courtesy) waive the late fee, but that he can also waive the $15 pay-over-phone fee. (Probably some bogus charge Citibank came up with b/c we all know bank to bank ACH transactions cost a BUCK.. and that’s to the consumer, so im guessing banks get charged pennies.)
The thing is.. he told me he was going to waive BOTH fees before I even asked! Amazing!
Not only that, he tried to upsell me on balance transfer (i don’t blame you.. i know what it’s like to be on commission). I let him down gently and he said “no problem sir, i respect your wish”. Wow, talk about manners.
Frank, if you are reading this somehow, I want to say TWO THUMBS UP! Tell your boss about this blog entry. And if you are Frank’s boss reading it, PLEASE give this guy a freakin’ promotion and let him lead the customer support department!
Thanks Frank. The last time I had an “experience” with a phone support rep was a Yahoo small business dude who was a total douche bag. Thanks for reminding me that some customer support people can be… well.. people, and not just some corporate drone regurgitating procedures and processes.
Citi Bank CEO: Frank helped you up my loyalty to your company.
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One Word: Frank. Frank from Citi Bank (Citi Cards to be exact). His employee ID # is FA49249.
I saw a credit card bill that was due TODAY. I was freakin’ out so I went online and try to do it over the web. It says it won’t post my account till tomorrow, which means $40 late fee and the rates jumping up to.. only god knows what. So I decided to take the human approach and call.
As soon Frank the customer support representative picks up, he’s already calm and willing to serve. Not only did he tell me that he can (as courtesy) waive the late fee, but that he can also waive the $15 pay-over-phone fee. (Probably some bogus charge Citibank came up with b/c we all know bank to bank ACH transactions cost a BUCK.. and that’s to the consumer, so im guessing banks get charged pennies.)
The thing is.. he told me he was going to waive BOTH fees before I even asked! Amazing!
Not only that, he tried to upsell me on balance transfer (i don’t blame you.. i know what it’s like to be on commission). I let him down gently and he said “no problem sir, i respect your wish”. Wow, talk about manners.
Frank, if you are reading this somehow, I want to say TWO THUMBS UP! Tell your boss about this blog entry. And if you are Frank’s boss reading it, PLEASE give this guy a freakin’ promotion and let him lead the customer support department!
Thanks Frank. The last time I had an “experience” with a phone support rep was a Yahoo small business dude who was a total douche bag. Thanks for reminding me that some customer support people can be… well.. people, and not just some corporate drone regurgitating procedures and processes.
Citi Bank CEO: Frank helped you up my loyalty to your company.
Related Blogs
Related posts: