General comment on customer service from c'card providers

[romeogolf]

I had reason to contact two credit card companies today. One of them is well known to have a Centurion logo, the other brands itself as the world's "local bank".

Conversation A after keying in my card number and being transferred within a few seconds went something like said:

"Hello, you're through to [name] at [company]. Can I take your name?"
"Hi, it's r_g"
"Hello r_g, how are you today?"
"Well thanks, you?"
"Yes, not too bad considering the weather! How can I help?"
"[explains issue]"
"[Runs through security and confirms issue understood. Corrective action taken and explain slowly, in full, in simple terms]"

We spoke for about 4 minutes to resolve the issue I was having (asking for a charge to be disputed) and ended the call wishing one another a good weekend.

Conversation B after some time on hold said:

"Hello, welcome to [bank]. Can I take your account number?"
"[account number and various security checks]"
"And how can I help?"
"[*explains situation]"
"[situation is repeated back to me incorrectly]"
"[clarifies]"
"[Is told I'm being put through to the relevant department]"

• sits on hold*

"Hello you're through to [department], how can I help?"
"[explains situation again. She repeats it wrongly. I clarify. She repeats it, I can hardly understand her and ask her to clarify. She clarifies. I correct her.]"
"[She reads out a list of legal requirements and regulations in that double-speed, I've-said-this-100-times-today voice and explains procedures]"
"[I ask her to repeat parts of that. She has a heavy accent which I struggled with and was not speaking clearly at all.]"

I spent almost 15 minutes on the phone with the second provider and I'm still not convinced we agreed to the same things. Generally have no issue with over-seas call centres (especially when it's a ridiculous time of the day or night and they're still open) but it's frustrating when their English isn't strong enough to be understood. I'm young and have good hearing, but struggled. I don't think my grandparents would have been able to do anything on the phone with them.

Anyway, call starry bra and all that, but it just serves as a reminder to why sometimes the more expensive service provider can be worth every penny.

[Pheo]

Been a long week - nice to hear positive words!

[55palfers]

I'm with OP