undefined | Better HN

0 pointsethbr11y ago0 comments

> As a matter of policy, they do not empower their front-line (personal) banking CSR reps

This appears to be the original sin in most of these scenarios.

Eventually, automation and predictive analytics will break.

If you do not have a customer service org empowered and staffed to (a) investigate what went wrong & (b) make it right, then you will lose customers.

And maybe you're fine with that trickle, but know that the Kafkaesque burning of a relationship means they will never do business with you again.

For all its faults, Amazon is an example of a company that still remembers this and seems to empower its support folks. As a counterexample, I severed a 20 year relationship with Bank of America because they disempowered their retail staff to the point of uselessness.

0 comments

calmbonsai1y ago

Truth re:Amazon. I think my longest support call with them (~30min) over decades of service was with their pharmacy and the root cause turned out to be related to the Change Healthcare hacks.

Even though it wasn't their fault and they could do nothing, at the time, to source the medication, I received instant credit (very expensive med) and they even talked to my insurance (with me on the line) to smooth-out the instant re-issuance of the prescription with an alternative vendor.

hansvm1y ago

My worst experience with Amazon was a rogue computer system re-flagging a refund as erroneous. It was annoying to have to go back 4 times, but every person I talked to was empowered to reverse the charge, and the last one knew how to stop it for good.

j / k navigate · click thread line to collapse