April 23, 2010
Banks Give The Worst Service – Get The Personal Touch From A Broker
New research shows that banks and building societies are viewed as two of the worst service providers of any industry in the UK – if you are sick of the banks, get your financial advice and products from someone with a personal touch.
According to Moneysupermarket.com, whilst energy suppliers and estate agents are bottom of the pile, banks were not far off for making consumer annoyed, disenfranchised and confused.
Kevin Mountford, head of banking at moneysupermarket.com says: "Whilst banks and building societies have taken a beating due to the economic downturn this isn't any excuse for poor service.
"Providing a top quality service to customers is something far too many providers fail to see the benefit of. Yet a reputation for bad service can be difficult to shake off, and many more consumers are feeling empowered enough to switch providers if they have a bad experience. The main problem stems from the fact that the industry has gone down the automated route and as a result has lost some personality."
If you choose to get financial help from a professional adviser, the experience couldn't be more different. It's a one-to-one service where you can get your voice heard. Every client is treated as a unique person not a number, and you know that if anything goes wrong or if you are concerned about anything, there is a real, breathing person at the end of the phone who knows your name at any time.
It's interesting that hairdressers came top – their business relies on people coming back after receiving a personable, professional service. That's the same for a financial adviser – for their business to work they need their clients to come back, again and again so you know they will give you the best service possible.
Montford says: "The art of good customer service need not be so tricky, simply by moving off the script and talking to customers in a more personal, sympathetic way, banks could do a lot to improve the way they are perceived."
SOURCE: Moneysupermarket.com, 22/04/10
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