THE NEW GLOBAL WE.

Bank of America Customer Service Issue – Update

Posted in Big Thought, Business, New, People, Reviews by Harsha on September 4, 2008

Someone has been listening at the Bank of America corporation.

Last night, I got a call from Tara ***** (last name blanked out to protect identity), from the Executive Relations and Office of the Chairman. She read my blog after receiving the email from the PR/Communications team and called me to profusely apologize for the issue. She said that the 0% APR reinstatement and the $39 fee are unrelated, i.e., just because the 0% was reinstated, it doesn’t mean that the $39 fee cannot be refunded. She also said that the representatives (the one that threw me off the line and the other who would only give me 1/2 fee off because he was not “authorized” to refund the whole fee) AND the manager who never called me back, will be coached. Apparently, representatives are permitted to refund this fee.

Not only did Bank of America refund the other half of the fee, but it also has extended a $50 Amazon gift card as an apology for the inconvenience. Of course, Tara also made sure that I understood that I will need to make payments after the 22nd, which believe me, I will not forget! And if I do forget and end up committing the same mistake, then shame on me.

Here are some take-aways from this situation and I think it applies to both small and large businesses:

1. People generally at the top (either as pure managers or as owner/managers) care about what others say.

2. Everything is radically transparent: Information on LinkedIn helped me contact Bank’s Communications team

3. Don’t be a brat when trying to solve a problem – remember the person at the other end is just like you.

4. The web is POWERFUL!

I say the take-aways are similar for large and small companies because I faced a similar situation a month ago. A client of my employer’s wanted us to make good on a consulting engagement that was not completed as promised. While they had approved the work after it was done, they soon realized that it was actually incomplete. Now, I could have hemmed and hawed like a colleague of mine did when she heard this news, but my focus was crystal clear – we have to do what it takes to satisfy this client because it is about the overall relationship. It is never about this one transaction so while in the short run we lost some money, in the mid to long term, we have generated extremely positive brand recognition.

So, thank you Tara for the pleasant call last night and acknowledging that there was no logic behind what transpired. You are the right person to call in such situations because you could have been nonchalant about it, but you were not. You said the right things and hopefully learned a little from this situation as well. Please feel free to send in a comment on the issue.

A hearty thank you for everyone who commented on the previous posts – I believe in the power of us.